Toshiba Strata CTX, Strata CTX ACD System User Manual

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Digital Business Telephone Systems

Digital Solutions Division

ACD System Administrator

Guide

October 2004

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Toshiba America Information Systems, Inc., Digital Solutions Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Digital Solutions Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

CTX-AG-ACDSYSVC

Version C, October 2004

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Digital Solutions Division

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• The Call Center Solutions equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve (12) months after delivery.

• And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twenty-four (24) months after delivery.

This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TA I S dealer, (e) if the equipment’s serial number is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance.

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To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time results in the customer being not entitled to warranty service.

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No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems Division.

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Contents

Introduction

Organization....................................................................................................................... iii

Conventions ........................................................................................................................iv

Related Documents/Media...................................................................................................v

General Description..........................................................................................................v

User Guides and Manuals.................................................................................................v

CD-ROMs.........................................................................................................................v

Chapter 1 – System Administrator

Action Buttons..................................................................................................................2

First-time Set Up...............................................................................................................2

Miscellaneous Tab ...............................................................................................................3

Unavailable Reasons............................................................................................................4

Actions Tab..........................................................................................................................5

Supervisors Tab .................................................................................................................16

Agents Tab.........................................................................................................................18

ACD Groups Tab ...............................................................................................................20

General Tab ....................................................................................................................21

Call Management Tab.....................................................................................................22

Agents Tab......................................................................................................................24

Supervisors Tab ..............................................................................................................26

Alarms/Notification Tab.................................................................................................28

Miscellaneous Tab..........................................................................................................30

Recording Announcements................................................................................................32

Strata CTX ACD System Administrator 10/04 i

Contents

Chapter 2 – Strata ACD

Set Up ACD Views.........................................................................................................37

View Groups...................................................................................................................38

View Calls ......................................................................................................................40

View Ports ......................................................................................................................41

View Clients ...................................................................................................................42

Strata ACD Events..........................................................................................................43

Toshiba-Keyset Interface...................................................................................................44

MIS Server .........................................................................................................................45

Index ......................................................................................................................................47

ii Strata CTX ACD System Administrator 10/04

Introduction

This guide provides set up and operating instructions for Strata Automatic Call Distribution (ACD) System Administrator software. This guide assumes that all of the proper equipment and set up procedures regarding the Net Server, Voice Assistant and the Strata ACD requirements have been met.

Organization

• Chapter 1 – System Administrator explains how to use the Strata ACD System

Administrator software.

• Chapter 2 – Strata ACD explains how to use the Strata ACD software.

Strata CTX ACD System Administrator 10/04 iii

Introduction

Conventions

Conventions Description

Note

Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items.

Important!

Calls attention to important instructions or information.

Tilde (~) Means “through.” Example: 350 ~ 640 Hz frequency range.

Start > Settings >

Printers

Denotes the step in a one-step procedure.

Denotes a procedure.

Denotes a progression of buttons and/or menu options on the screen you should select.

Grey words within the printed text denote cross-references. In

See Figure 10

the electronic version of this document (Library CD-ROM or FYI Internet download), cross-references appear in blue hypertext.

iv Strata CTX ACD System Administrator 10/04

Related Documents/Media

vi Strata CTX ACD System Administrator 10/04

System Administrator 1

This chapter explains how to use the Strata ACD System Administrator features. This guide assumes that the Strata ACD System Administration software has been properly installed on your Strata ACD PC.

Use this program to set up and control Strata ACD operation.

³ To open the ACD System Administrator window

1. Click on Start > Programs > OASIS > ACD Administrator.

2. From the Strata ACD System Administrator window, access the database by selecting File, Open, then select and open the “ACDcore.mdb” file. (This step is only required once per PC.)

3. Click on the Strata ACD System Administrator icon on the Windows toolbar.

4. Log in with a valid username and password, then press Enter. The defaults are:

Username: Admin Password: Admin

Once you’ve successfully logged on, you should see a screen similar to the one shown below:

6655

Strata CTX ACD System Administrator 10/04 1

System Administrator

³ To log in if the ACD System Administrator program is already activated

1. Select File > Log In.

2. Log on with a valid username and password, then press Enter.

³ To log out

³ Select File > Log Out.

Action Buttons

Across the top of the Strata ACD System Administrator screen is a series of four action buttons. These buttons are shortcuts to four basic functions. The buttons are:

Edit selected records.

Copy selected record.

New record.

Delete selected records.

First-time Set Up

The first time you use the ACD Administrator to create ACD Groups, add Agents, Supervisors, and define or select alarms and actions, it is actually better to select the tabs from right to left. First, define items on the Miscellaneous tab, then Unavailable Reasons, Actions, Supervisors, Agents, and ACD Groups last. This is because some of the items defined in the tabs on the right must be established so that they will show up in the ACD Groups tab.

2 Strata CTX ACD System Administrator 10/04

Miscellaneous Tab

System Administrator

Miscellaneous Tab

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FIELD DESCRIPTION

Trunk Access Code

Pilot DN Define the Pilot DN where the ACD calls for this group will be

Route Destination Enter a Pilot DN destination for the routing point of an Intermediate

The trunk access code for dialing out (e.g., 8 or 9. Field defaults to 8.

Intermediate ACD Pilots

Intermediate Pilot DNs are provided as a means for directing a call into an ACD Pilot. This simulates getting a DNIS number for MIS reporting.

delivered. From the ACD Groups tab, go to the Main Menu and select Edit. The Edit ACD Group window opens. Pilot DNs are created in CTX Program 540. (See the Strata CTX ACD Installation Guide.)

From the General tab, enter a Name. Then fill in or select the appropriate parameters.

Pilot DN.

³ To change the access code

1. From the Miscellaneous tab, click Change in the Trunk Access Code section of the screen. The field changes to a white background.

2. Enter the new access code. The code is saved automatically.

Strata CTX ACD System Administrator 10/04 3

System Administrator

Unavailable Reasons

³ To view or change an Intermediate ACD Pilot

1. From the Miscellaneous tab, click View/Change. The Intermediate ACD Pilots screen displays.

2. Click Add or highlight a Pilot DN and click Edit. A screen displays with Pilot DN and Route Destination fields. Make your changes and click OK.

Unavailable Reasons

The DKT telephone has two fixed unavailable codes—Forced and General Unavailable. Forced is used when Strata ACD forces an agent unavailable due to a call not being answered in the allocated time frame. General is used when the manual button on the phone is used.

The 10 additional codes shown on this screen are not available from the telephone, but can be entered using Net Phone. By clicking Change, these reasons can be changed to meet the customer’s needs by replacing the text with your own customized text.

6692

4 Strata CTX ACD System Administrator 10/04

Actions Tab

Defines what needs to happen when certain events take place. For example, when a new call arrives it can have a delayed answer to reduce 800 number charges while looking for an available Agent, but if an Agent is not found before the answering time, then an “Action,” such as “Play an Initial Announcement” can be created.

The Actions shown are predefined and come with the system (shown below), so generally, you can just select one of these. See Table 1 for detailed information on the scripts and parameters.

System Administrator

Actions Tab

6702

The following procedure is for defining custom actions.

³ To change an action

1. From the Actions tab, highlight an Action in the list.

2. Click the Edit Selected Record icon. The Edit screen displays.

3. Make your changes and click OK.

Note It is not recommended that you change the default Actions. The recommended

method is to copy an Action, rename it, and edit this version for a specific group of functions.

Strata CTX ACD System Administrator 10/04 5

System Administrator

Actions Tab

³ To add an action

1. From the Actions tab, click the New Record icon. The New Action screen displays (shown below).

2. From the New Action window, enter the action name and type (or select one from the drop-down box). Depending upon the type selected, a group of fields display on the lower portion of the screen (see Field Descriptions below for explanations of the fields).

3. Check any Action Classes you want applied. Any displayed in grey automatically do not apply to the type chosen.

6941

4. Click OK.

FIELD DESCRIPTION

Name Enter a name for the Action to be added or change the name of an

existing action. We suggest selecting an action “Type” prior to creating a name to avoid re-defining an existing action.

Action Class These items enable you to set system-wide functions. Only the actions

which apply can be checked. Items in grey do not apply. Available options are:

• Initial Announce

• Periodic Announce

• Overflow/ReRoute

• Alarms/Notifications

• En han ce d C al l M an age men t (Enhanced)

6 Strata CTX ACD System Administrator 10/04

System Administrator

FIELD DESCRIPTION

Type This pull-down list enables you to select the type of action to be

performed for the item named. Predefined Types include:

• Transfer to VA/Announce

• Run VA Script

• Transfer Call

• Send DDE Message

• Log to File

• Send LCD Message

• Send Email

• Announce with Callback (Enhanced)

• Interflow (Enhanced)

• Share Agents (Enhanced)

Actions Tab

Action Settings

These fields vary based on “Type” selected.

Type: Transfer to VA/Announce or Run VA Script

VA Sc r i pt # Specific Voice Assistant (VA) script should be invoked with this action,

enter the script number here. A series of announcement scripts are provided with the system. The announcement prompts are shown on

Table 6.

VA Po r ts If a VA script is used, enter the port group associated with this ACD

group.

Parameters You can further define additional actions by entering parameters. See

following tables. These parameters will be used by the VA script as part of its processing (see Parameter Variables table).

Prevent any agent seizing this call

Prevent any lower priority call in queue from preempting this call

If an agent becomes available while a call is listening to an announcement, this checked will prevent the call from being moved to that agent until the announcement is complete.

When this box is checked, calls will follow a strict order sequence for agent delivery independently of whether an announcement is being played or not.

When not checked, the call with the highest priority not connected to an announcement will get delivered to an available agent.

Strata CTX ACD System Administrator 10/04 7

System Administrator

Actions Tab

FIELD DESCRIPTION

XFR To Transfer calls to specified station (must be a station within same

Tone Available settings: Music-On-Hold (default), Ringback

CP (Call Priority) Available settings: ACD (default), Emergency, External, Internal

MS (Music Source) Available settings: None (default), MS01~MS15

Override DND Sends a call waiting tone or ringing to a station in DND mode to

Override FWD Sends a call ringing tone to a station in forward mode to indicate that a

Allow Campon Allows a call to go to a busy station and remain on hold. When the line

Type: Transfer Call

node).

indicate that a call is coming in.

call is coming in.

becomes free, the station rings.

Type: Send DDE Message

App Name Application Name.

App Topic Application subject matter.

DDE Message Specify the application message needed.

Type: Log to File

Write to File Available settings: Append (default), Overwrite

Log Filename Name of target file.

Log String Setup string of characters.

Type: Send LCD Message

Send LCD Message to

Recipient available status

Display alarm only when keyset is idle

Tone (When Idle/ Alerting)

Tone (When Talking)

Available settings: All Supervisors (default), All Agents, Whole Group, Individual or Agent

Available settings: Available, Unavailable, Avail or Unavail (default)

Select when you don’t want alarm to display on a busy telephone.

Available settings: (none), Emergency, Reject (One Shot), Reject (Continuous), Splash (One Shot), Splash (Continuous).

8 Strata CTX ACD System Administrator 10/04

System Administrator

Actions Tab

FIELD DESCRIPTION

Type: Send Email

Address E-mail address where e-mails will be sent.

Subject Subject of e-mail.

Message Message being sent.

Attach Any attachments which should be sent along with the e-mail.

Type: Interflow (Enhance)

Interflow To Available settings: None (default), Group IDs/names of available ACD

groups

Target Threshold Available settings: Agent Utilization > X% (default), Busy Ratio > X%,

Calls Waiting > X

Type: Share Agents (Enhance)

Share agents from the following group

Table 1 Default Actions, Scripts and Parameters

Action Name Action Type

Alarm Abandoned Call

Alarm Active Agents

Alarm Available Agents

Alarm Calls Waiting

Alarm Calls Waiting per Agent

Available settings: None (default), Group IDs/names of available ACD groups

Note See

Send Message to LCD phone

Table 3 for additional information on Share Agents.

Script

n/a n/a Abandon Call @%G

n/a n/a Active Agts <%Y@%G

n/a n/a Avail Agts <%X@%G

n/a n/a Calls Wait = %Q@%G

n/a n/a Calls/Agt High @%G

Ports

Parameters:

Variables (see Table 2)

Alarm Longest Waiting Call

Strata CTX ACD System Administrator 10/04 9

Send Message to LCD phone

n/a n/a LCW >%O&%G

System Administrator

Actions Tab

Table 1 Default Actions, Scripts and Parameters (continued)

Action Name Action Type

Initial Announcement (simple)

Periodic Announcement (simple)

Initial Announcement (position)

Periodic Announcement (position)

Initial Announcement (wait time)

Periodic Announcement (wait time)

Initial Announcement (position + VM option)

Periodic Announcement (position + VM option)

Transfer Call to IVR/ Announcement

Script

Ports

Parameters:

Variables (see

Table 2)

801 G1 %G

806 G1 %G

811 G1 %G,%B,%S

816 G1 %G,%B,%S

821 G1 %G,%B,%S

826 G1 %G,%B,%S

831 G1 %G,%B,%S,#407,%G

836 G1 %G,%B,%S,#407,%G

Initial Announcement (wait time + VM option)

Periodic Announcement (wait time + VM option)

Initial Announcement (preferred agent)

Initial Announcement (position + CB option)

Periodic Announcement (position + CB option)

Initial Announcement (wait time + CB option)

Transfer Call to IVR/ Announcement

841 G1 %G,%B,%S,#407,%G

846 G1 %G,%B,%S,#407,%G

851 G1 %G,%I

861 G1 %G,%P,%B

866 G1 %G,%P,%B

871 G1 %G,%P,1,%K

10 Strata CTX ACD System Administrator 10/04

Table 1 Default Actions, Scripts and Parameters (continued)

System Administrator

Actions Tab

Action Name Action Type

Periodic Announcement (wait time + CB option)

1. To use the calculated wait time use %G, 1, %K.

2. To use the calculated wait time use %G,1,%K,#407,%G.

Transfer Call to IVR/ Announcement

Script

876 G1 %G,%P,1,%K

Ports

Parameters:

Variables (see

3. Parameters in bold, #407,%G, can be changed. In this case, #407,%G represents the

extension to transfer the call to (either a Voice Mailbox or Quick Message code.

Parameter Variables

Variables are used within the definitions of actions to dynamically provide information about the triggering ACD group or call.

Table 2 Variables

Var. Group Variables Description

%G ACD group’s unique ID or Pilot Extension.

%K The group’s running average-talk time.

%M The total number of Agents and Supervisors that belong to the group.

Table 2)

%O The duration of the longest waiting call, in seconds.

%R The total number of calls that are currently alerting an Agent station.

%S The group’s programmable, estimated average-talk time.

%W The group’s programmed name

%X The total number of available Agents and Supervisors in the group.

%Y The total number of active Agents and Supervisors in the group.

%Z Ratio: %Q / %X, or Waiting Calls> / <Total Available Agents and Supervisors>.

Var. Call Variables Description

%A The call’s account number.

%B The call’s position in the queue. The first position in the queue is one.

%D The call’s associated DNIS value.

Strata CTX ACD System Administrator 10/04 11

The total number of waiting calls. Note that a waiting call is a queue call that ACD failed to push to an Agent because there are no ready Agents.

System Administrator

Actions Tab

Table 2 Variables (continued)

%F The extension of the device that last redirected this call.

%I PBX call ID

%N Calling party name (outside calls only)

%P Calling phone number

%T Call type

%U The number of times the call has gone to periodic announcement.

Share Agent’s Behavior

The main group borrows but does not claim ownership over, the agents from the shared group. The main group is restricted to send a call to a shared agent only if the shared group has no waiting calls. When the main group gets the opportunity to send a call to a shared agent, the main group follows the search algorithm of the shared group.

When the main group sends a call to a shared agent, the main group treats the agent in the same way the shared group would have treated it. That is, it gives the same wrapup time that the shared group would have given, using the “logout on missed call settings of the shared group, and so on.

If the shared agent fails to answer the call, the main group moves the call back to itself. Table 3 shows how the call is processed and the Share Agent is treated.

Table 3 Share Agent’s Behavior

Operation Behavior

Call Distribution Share Group

Wrap-up Share Group

No-answer Advance Timer Main Group

No-answer Advance Destination

Logout on Missed Call Share Group

Logout on Missed Calls from which Group

Main Group

Share Group

12 Strata CTX ACD System Administrator 10/04

Table 3 Share Agent’s Behavior (continued)

Operation Behavior

System Administrator

Actions Tab

Unavailable on Missed Call

Prevent last agent logout/ unavailable if calls waiting

Agent List — use for Linear and Round Robin Call Distribution

Send LCD Message and Alarm Tone

Thresholds calculation Agent in Share Group is not used in threshold calculations

Preferred Agent

ACD Help

Monitoring Calls

Share Group

Agents in Share Group do not get LCD Message and Alarm Tone sent by Main Group.

Preferred Agent feature only applies to agents in the Main Group and in the Share Group.

When an agent in Share Group (while taking a call that came from the Main Group) requests ACD Help, the agent gets help from a supervisor in the Main Group. This is appropriate since those supervisor(s) are probably the most able to give help since the call came from that group.

A supervisor is only allowed to monitor an agent that belongs to the same ACD Group, that is he/she supervises.

Call Back Behavior

During a Voice Assistant announcement (initial or periodic), the caller can be offered the choice to be called back when his place in queue occurs. When callback is offered, the caller can reject it and stay in the queue or accept the call back.

If the caller chooses the Call Back option he will be prompted for his call back number and optionally to describe the reason for his call. The ACD then holds his place in queue, and when it’s ready to be answered by an Agent, the ACD uses a Voice Assistant port to call the Agent, play the call back information, and then place the call back call.

Once a call back has been registered, ACD replaces the call with a call back’s placeholder and keeps its position in the same queue. When it comes time for the call

Strata CTX ACD System Administrator 10/04 13

System Administrator

Actions Tab

back placeholder’s turn, ACD initiates a call from a Voice Assistant port to that Agent. Upon answering, the Agent has three options:

1. Press

 to accept

2. Press any other key such as the caller left.

If the Agent presses

 to accept the call back call, the call back call is made from the

agent to the caller. If the agent hangs up, the call would remain in the queue and be delivered to the next available agent.

Table 4 shows how the call back placeholder is processed.

Table 4 Call Back Behavior

Operation Behavior

Initial Announcement

Periodic Announcement

Overflow

Re-route

Enhanced Call Management

to repeat the call back number and the message that



No announcement is used for the placeholder.

The placeholder does not follow overflow/ re-route parameters and remains in the queue.

• Interflow

• Agent Sharing Agent sharing setup is used for the placeholder.

Call Distribution

Wrap Up

No-answer Advance Time

No-answer Advance Destination

Logout on Missed Call

The placeholder does not follow interflow parameters and remains in the queue.

The call back call follows the parameters set for the queue where the call is attached.

14 Strata CTX ACD System Administrator 10/04

Table 4 Call Back Behavior (continued)

Operation Behavior

System Administrator

Actions Tab

Logout on Missed Call from which Group

Unavailable on Missed Call

Prevent Last Agent Logout/ Unavailable Calls Waiting

Agent List – Use for Linear and Round Robin Call Distribution

Thresholds Calculation

Preferred Agent

ACD Help

Monitoring Calls

The call back call follows the parameters set for the queue where the call is attached.

Call back’s placeholder is not used in thresholds calculation.

Preferred Agent feature applied to Call Back’s placeholder.

ACD Help is available to Call Back’s calls when the agent is connected to the caller.

Supervisor is only allowed to monitor Call Back’s calls when the agent is connected to the caller.

Strata CTX ACD System Administrator 10/04 15

System Administrator

Supervisors Tab

This screen defines the supervisors, their IDs, and passwords. A series of buttons are provided across the top of the screen for editing, copying, adding or deleting supervisors in the list (shown right).

³ To change or add a Supervisor

1. From the Supervisors tab, select Edit, followed by Edit, Copy or New Record. The Supervisor screen displays (shown at right).

2. Enter (or change) the Supervisor ID, Name, and/or Password.

3. If you want the calls to be auto-answered, check the last field.

4. Click OK.

6699

6712

16 Strata CTX ACD System Administrator 10/04

System Administrator

Supervisors Tab

FIELD DESCRIPTION

Supervisor ID This is a unique number; the system does not allow duplicate IDs.

Name This name will appear on the Supervisors tab.

Password This is optional and can be the same as the ID.

Auto Answer w/Zip Tone

If you check this option, each ACD call is auto-answered and an audible tone is sent to the connection.

Strata CTX ACD System Administrator 10/04 17

System Administrator

Agents Tab

This screen defines the agents, their Agent IDs, passwords, and Agent priority values used as part of the Agent Priority Routing. A series of buttons are provided across the top of the screen for editing, copying, adding or deleting agents in the list (shown below).

6698

³ To change or add an Agent

1. From the Agents tab, select Edit, followed by Edit, Copy or New Record. The screen at right displays.

2. Enter (or change) the Agent ID, Name, Password and Priority.

3. If you want the calls to be auto-answered, check the last field.

4. Click OK.

18 Strata CTX ACD System Administrator 10/04

6705

System Administrator

Agents Tab

FIELD DESCRIPTION

Agent ID This is a unique number; the system does not allow duplicate IDs.

Name This name will appear on the Agents tab.

Password This is optional and can be the same as the ID.

Priority This assigns the call handling priority level for this individual. Valid

entries are 0~100. Incoming ACD calls will always be sent to agents with the highest priority number when Agent Priority routing is used. You can assign multiple agents with the same priority number. A Priority value of 0 disables this parameter.

Auto Answer w/Zip Tone

If you check this option, each ACD call is auto-answered and an audible tone is sent to the connection.

Strata CTX ACD System Administrator 10/04 19

System Administrator

ACD Groups Tab

After ACD Agents have been assigned under the ACD Agents tab, you can create ACD Groups.

³ To create ACD Groups

1. From the ACD System Administrator window, click the ACD Groups tab. The group summary appears on the tab.

2. Select Edit, New Record or click the Edit or Add action button. The Add/Edit ACD Group window displays. You can access the General, Call Management, Agents, Supervisors, Alarms and Miscellaneous tab screens.

3. Add/change the information on the screens and click OK.

6655

20 Strata CTX ACD System Administrator 10/04

General Tab

System Administrator

ACD Groups Tab

6656

Refer to the following field definitions to enter or change ACD group information.

FIELD DESCRIPTION

Group ID (Required) Enter a group identification number.

Name (Required) Enter a name for the ACD Group.

Description (Optional) Enter a description for the ACD group.

Group Enabling Select one of the following: Enabled Always, Disabled Always, Use

Schedule. These options define whether the Strata ACD is handling the calls or whether the calls follow the re-route action. When a queue is disabled, all existing calls in the queue are to be handled normally and all newly arriving calls immediately take the re-route action from the queue.

Use Schedule: If this option is selected, the following fields are activated: Sunday ~ Saturday and Start/Stop. These fields define the day of the week and starting and ending times for a queue session.

Note: The Use Schedule is only available in the Enhanced Model.

Strata CTX ACD System Administrator 10/04 21

System Administrator

ACD Groups Tab

Call Management Tab

6657

Refer to the following field definitions to enter or change ACD group information.

FIELD DESCRIPTION

General Call Management

Initial Announcement

Periodic Announcement

Overflow Calls Define the overall time and action to be taken if the call has not been

Specify the time the call may ring into the queue before taking the specified action. Typically, this defines how long the caller will hear Ring Back Tone prior to being transferred to the Initial Announcement if no Agents are available when the call arrives. The actions are defined later in the Actions Tab.

This specifies how long a call will wait on a Music-on-hold source prior to following a periodic action. Typically, this action is a secondary announcement to indicate to the caller that the call is still being handled in the order received.

handled. The Overflow action is followed after the specified time or if the queue becomes Disabled while the call is waiting in queue. This timer starts from the beginning of the call.

22 Strata CTX ACD System Administrator 10/04

FIELD DESCRIPTION

System Administrator

ACD Groups Tab

ReRoute when

This action is followed if the queue is Disabled.

Disabled

Enhanced Call Management

(This section is only available in the Enhanced Model.)

#1~#4 Choose one of the triggers from the drop-down menu. They are: None,

Agent Utilization, Busy Ratio and Calls Waiting. When you select Agent Utilization or Busy Ratio, you must also enter a percentage in the next field. If you select Calls Waiting, you must also enter the number of calls.

Action: Choose an action from the list to be taken when the trigger criterion is met.

Strata CTX ACD System Administrator 10/04 23

System Administrator

ACD Groups Tab

Agents Tab

6658

Refer to the following field definitions to enter or change ACD group information.

FIELD DESCRIPTION

Behavior and Timers

Call Distribution Choose the routing algorithm to be used for finding an available Agent.

Three options are available in Basic ACD (Linear, Round-Robin, and Longest Idle) and five are available in Enhanced ACD (Linear, RoundRobin, Longest Idle, Balanced Call, and Agent Priority).

This search is only used when more than one agent logs into the same group.

Wrap-Up Set the length of time to allow the agent to wrap-up the work before

making the agent available for the next call.

No Answer Advance

Logout on missed call

Set the length of time for ringing an Agent before advancing the call to an available Agent.

Check this box to automatically log out any agent that does not answer a call within the Ring No-Answer time period.

24 Strata CTX ACD System Administrator 10/04

FIELD DESCRIPTION

System Administrator

ACD Groups Tab

Unavailable on missed call

Check this box to automatically designate the agent as unavailable when the agent does not answer a call within the Ring No-Answer time period.

Prevent last agent logout/ unavailable calls waiting

Check box combinations

Prevents the last available agent from logging out or becoming unavailable when there are one or more waiting calls. This option takes precedence over the “Logout on missed call” and “Unavailable on missed call” options.

If Check Boxes 1 and 3 are checked or boxes 1, 2 and 3 are checked, the last Agent will not be logged out automatically if there are calls in queue.

If Check Boxes 2 and 3 are checked, the last Agent will not go unavailable automatically if there are calls in queue.

Agent List

In this Group: This box shows the agents assigned to this group.

Available: Available: Displays a list of available agents. The ordering of the

agents can be assigned using this screen. This ordering is used for selected agent search algorithms such as Linear or Round-Robin to define the sequence of the search.

Agent Availability is defined as: An agent is available if the agent is logged in and NOT unavailable.

Note According to this definition, an agent can be available and not

ready to receive a call (e.g., busy) at the same time.

Strata CTX ACD System Administrator 10/04 25

System Administrator

ACD Groups Tab

Supervisors Tab

6659

Refer to the following field table when entering or changing Supervisor information.

FIELD DESCRIPTION

Behavior and Timers

Call Distribution Choose the routing algorithm to be used for finding an available

supervisor. Two options are available, Linear or Round-Robin. The supervisor is an agent of last resort when answering the login question to answer calls as part of the group (the Supervisor may opt upon log in to take calls as an agent of last resort). This search is only used when more than one Supervisor logs into the same group.

Wrap-Up Set the length of time allowed the agent to wrap-up the work before

making the agent available for the next call.

No Answer Advance

Set the length of time for ringing an agent before advancing the call to an available agent.

26 Strata CTX ACD System Administrator 10/04

System Administrator

ACD Groups Tab

FIELD DESCRIPTION

Supervisor List

In this Group: In this Group: This box shows the supervisors assigned to this group.

Available Available: Displays a list of available supervisors. The ordering of the

supervisors may be assigned. This ordering is used for selected supervisor search algorithms such as Linear or Round-Robin to define the sequence of the search.

Supervisor Availability is defined as: A supervisor is available if the supervisor is logged in, willing to receive calls, and NOT unavailable.

Note According to this definition, a supervisor can be available and

not ready to receive a call (e.g., busy) at the same time.

Strata CTX ACD System Administrator 10/04 27

System Administrator

ACD Groups Tab

Alarms/Notification Tab

6660

Up to eight alarms can be reported to the Supervisor for each ACD Group. These alarms are defined by choosing an alarm to be reported and then selecting the action to be performed when the alarm occurs. See Table 5 for a list of available alarms.

FIELD DESCRIPTION

#1~#8 Choose one of the alarms from the drop-down menu. They are:

•None

• Agent Utilization > X%

•Busy Ratio > X%

• Active Agents + Supers <= X

• Available Agents + Supers <= X

• Call Abandoned

• Calls Waiting > X

• Longest Call Waiting > X seconds

• Calls Ringing > X

• Longest Call Ringing > X seconds

28 Strata CTX ACD System Administrator 10/04

System Administrator

ACD Groups Tab

FIELD DESCRIPTION

Action Create an action for the alarm by placing your cursor in the field and

typing over “None.” A few examples of what you could create are:

• Overhead page

• Alarm Active Agents - Send Message to LCD phone.

• Alarm Available Agents - Send Message to LCD phone.

• Alarm Abandoned Call - Send Message to LCD phone.

• Alarm Calls Waiting - Send Message to LCD phone.

• Alarm Longest Wait - Send Message to LCD phone.

• Alarm CW per Agent - Send Message to LCD phone.

• Select Tone – none - Send Message to LCD phone.

• Select Tone – Emergency Ring - Send Message to LCD phone.

• Select Tone – Splash - Send Message to LCD phone.

• Select Rate – Play Continuous - Send Message to LCD phone.

• Select Rate – Play once - Send Message to LCD phone.

Table 5 Available Alarms

Alarm LCD Display

Active Agents+Supers <= X (X = alarm threshold that you set) ALM Active Agts <%Y

Avail Agents + Supers <= X (X = alarm threshold that you set) ALM Avail Agts <%X

Call Abandoned ALM Abnd Call

Calls Waiting > X (where X = Calls) ALM %Q Calls Wait

Longest Call Waiting > X sec. (where X = seconds) ALM LCW = %O

Wait Calls/Avail Agts + Supver > X (where X = percent) ALM Calls/Agt High

Number of Ringing Calls > X (where X = calls) Call Ring in %G

Longest Ringing Call > X seconds Call Ring in %G

%Y, %X, %Q, %O, %G are parameters. See “Parameter Variables” on page 11 for definitions.

Strata CTX ACD System Administrator 10/04 29

System Administrator

ACD Groups Tab

Miscellaneous Tab

The Miscellaneous tab enables you to set call priorities, select a Music-on-hold (MOH) source and provide an estimated average connect time (shown below).

Refer to the following field descriptions.

FIELD DESCRIPTION

Auto Learn Preferred-Agent

Select one of the following: Never, Always, If preferred agent is missing on entry, Preferred-agent timeout in seconds.

Before arriving at the ACD queue, a call may have been assigned a preferred agent (by an IVR, Intelligent Router). When that call is the highest-priority, oldest ringing call in this queue and that preferred agent is available, the call is routed to that agent instead of using the ACD queue’s search options. If the preferred agent isn’t available, the selected search option is used.

6661

Preferred Agent

30 Strata CTX ACD System Administrator 10/04

FIELD DESCRIPTION

System Administrator

ACD Groups Tab

Preferred-agent timeout

Initial Priority Level

Escalates 1 every:

Programmed Average-Talk Time

Default MOH Source:

Enter number of seconds for timeout (default = 0). Valid entries = 0~9999. A timer can be set to allow a call to wait a certain number of seconds for an available preferred agent prior to going into the ACD queue. A call notification can be sent to the preferred agent’s Net Phone.

Priority (Enhanced Models Only)

Define the Initial Priority Level using values from 0 to 100, with the higher number being a higher priority level. All calls delivered into this queue are assigned this level unless a Priority value is delivered with the call.

To keep lower priority calls from getting stuck in queue, an escalation value can be assigned to increase the priority value by one each period (number of seconds). The call with the highest priority value is at the head of the queue.

Miscellaneous

Strata ACD maintains this value from actual historical information.

Defines the Music-on-hold (MOH) Source to be used by this ACD Group when calls are placed back into the queue waiting for an available Agent. The value can be from 1 to 15, see the Strata CTX Programming Manual for details for equipped MOH sources. MOH = 0 is silence.

Attach this URL to calls:

Each ACD queue can be set up to attach a “scripting” reference (URL) to the call so that when a call arrives on an agent's telephone, the agent sees the “scripting” information and/or prompts to lead the agent through specific statements and questions.

Estimated Wait Time

Provides callers with calculated wait time using actual historical information.

Padding Expressed in seconds, this parameter is used to estimate the wait time

given to callers when intelligent announcements are used. The number of seconds in this field is added by the system to the Running Average Talk Time.

Running Average

Strata ACD maintains this value based on actual historical call activity.

Talk Time

Strata CTX ACD System Administrator 10/04 31

System Administrator

Recording Announcements

The announcements for Strata ACD are stored in the Voice Assistant module (see

Table 6 for a list of Basic and Enhanced Default Announcements). A number of

announcement types are offered as part of the package of Voice Assistant.

The installer can create custom scripts and announcements using the tools available in the Voice Assistant module.

This section defines the creation of announcements for the supplied scripts that come with the Strata ACD software. Strata ACD provides a default, pre-recorded, set of announcements which are used whenever customized announcements have not been recorded. These messages are shown in the following table and can be used as a guide for recording the customer’s announcement.

To record any announcement, refer to the types of announcements chosen in the ACD Group parameters. For example, if a Simple Initial Announcement was selected, then the customized announcements to use in place of the default will be the Pilot DN + Suffix Code.

³ To record this announcement

1. Use any phone and dial the extension number for the port(s) assigned to be used for System Administration (See Voice Assistant settings on page 6 or “View Ports” on

page 41).

2. Enter the password

. This password cannot be changed.

3. When prompted for the mailbox number, dial the Pilot DN, followed by the Announcement Number.

4. Follow the prompts for recording, listening, re-recording, etc.

Example:

In this example, the ACD Group is 1, the Pilot DN is 540 and the Simple Initial Announcement and Simple Periodic Announcement are selected.

1. Dial Voice Assistant Administration port telephone number, e.g. 211.

2. Follow the prompts and enter your password.

3. Dial

4. Dial

5. Dial

 to record the first segment of the Simple Initial Announcement.

 to record the second segment of the Simple Initial Announcement.

 to record the first segment of the Simple Periodic Announcement.

32 Strata CTX ACD System Administrator 10/04

6. Dial  to record the second segment of the Simple Periodic Announcement.

7. Follow the instructions for exiting and hang up.

Note Do not record over the default announcements. This announcement is used by

default and will affect all ACD Groups.

Table 6 Basic and Enhanced Default Announcements

System Administrator

Recording Announcements

ACD

Model

Basic

Enh.

Announcement

Description

Initial Announcement

(Simple)

Periodic Announcement

(Simple)

Initial Announcement

(Q Position)

Periodic Announce men

(Q Position)

Ann.

Suffix

01 9901 – “Thank you for calling”

06 9906 – “All of our Agents are busy serving other customers.”

11 9911 – “Thank you for calling.”

12 9912 – “There are” ‘x’

13 9913 – “callers ahead of you.”

16 9916 – “Thank you for Holding.”

17 9917 – “There are” ‘x’

18 9918 – “callers ahead of you.”

9902 – “Please hold and your call will be answered as quickly as possible”

9907 – “Please hold and your call will be answered as quickly as possible.”

9914 – “Please hold and your call will be answered as quickly as possible.”

9919 – “Please hold and your call will be answered as quickly as possible.”

Default Announcement

Initial

Enh.

Strata CTX ACD System Administrator 10/04 33

Announcement

(Wait Time)

Periodic Announcement

(Wait Time)

21 9921 – “Thank you for calling.”

22 9922 – “Your estimated wait time is:” ‘MM:SS’

26 9926 – “Thank you for Holding.”

27 9927 – “Your estimated wait time is:” ‘MM:SS’

9923 –”Please hold and your call will be answered as quickly as possible.”

9928 –”Please hold and your call will be answered as quickly as possible.”

System Administrator

Recording Announcements

Table 6 Basic and Enhanced Default Announcements (continued)

ACD

Model

Enh.

Announcement

Description

Initial Announcement

(Q Position + VMail Option)

Periodic Announcement

(Q Position + VMail Option)

Initial Announcement

(Wait Time + Vmail Option)

Ann.

Suffix

31 9931 – “Thank you for calling.”

32 9932 – “There are” ‘x’

33 9933 – “callers ahead of you.”

36 9936 – “Thank you for Holding.”

37 9937 – “There are” ‘x’

38 9938 – “callers ahead of you.”

41 9941 – “Thank you for calling.”

42 9942 – “Your estimated wait time is:” ‘MM:SS’

9934 – “To go to Mail press 1. To wait in queue press any other key.”

9939 – “To go to Vmail press 1. To wait in queue press any other key.”

9943 – “To go to voice mail press 1. To wait in queue press any other key.”

Default Announcement

Enh.

Enh

Periodic Announcement

(Wait Time + Vmail Option)

Initial Announcement

(Preferred Agent)

Miscellaneous Announcement s for all Call Back options

46 9946 – “Thank you for Holding.”

47 9947 – “Your estimated wait time is:” ‘MM:SS’

51 9951 – “Thank you for calling.”

9948 – “To go to voice mail press 1. To wait in queue press any other key.”

9952 – “If you have a preferred Agent please enter the Agent’s ID then press pound. Otherwise just press pound.

9975 – “This ia a call back from ...”

9976 – “Press 1 to accept the call back now.”

9999 – “Otherwise press *”

9977 – “Please wait while I place the call to ...”

34 Strata CTX ACD System Administrator 10/04

Table 6 Basic and Enhanced Default Announcements (continued)

System Administrator

Recording Announcements

ACD

Model

Enh

Announcement

Description

Initial and Periodic Announcement (Position + CB option)

Ann.

Suffix

9953 – “Thank you for calling.”

Default Announcement

54 9954 – “There are...”

55 9955 – “...callers ahead of you.”

9956 – “If you would like us to wait in line for you and call you

back when your turn comes up, press 1. Press any other key to wait for the next available agent.”

9957 – “After the tone, please state your name, extension

number, and a brief description of your problem, then press #.”

9958 – “If we can reach you at this number press 1, otherwise press 2.”

59 9959 – “Your phone number is...”

9960 – “Thank, you, an agent will call back as soon as possible.”

9961 – “Please hold and your call will be answered as quickly as possible.”

9962 – “Using keys on your phone, enter area code and

phone number where we can reach you, press # when finished.”

Strata CTX ACD System Administrator 10/04 35

9963 – “Thank you for holding.”

System Administrator

Recording Announcements

Table 6 Basic and Enhanced Default Announcements (continued)

ACD

Model

Enh

Announcement

Description

Initial and Periodic Announcement (Wait Time + CB option)

Ann.

Suffix

9964 – “Thank you for holding.”

Default Announcement

65 9965 – “Your estimated wait time is ...”

9967 – “If you would like us to wait in line for you and call you

back when your turn comes up, press 1. Press any other key to wait for the next available agent.””

9968 – “After the tone, please state your name, extension number, and brief description of your problem, then press #.”

9969 – “If we can reach you at this number press 1, otherwise press 2.”

70 9970 – “Your phone number is...”

9971 – “Thank, you, an agent will call back as soon as possible.”

9972 – “Please hold and your call will be answered as quickly as possible.”

9973 – “Using keys on your phone, enter area code and

phone number where we can reach you, press # when finished.”

9974 – “Thank you for holding.”

Basic Overflow 91 9991 – “Please hold while your call is transferred”

96 9996 – “Calls waiting in queue equal” ‘x’

Basic Overhead Page

97 9997 – “Please handle these calls.”

— 9997 – “Seconds”

— 9998 – “Minutes”

— 9993 – “Calls waiting in queue equal ...”

Basic

Miscellaneous Prompts

— 9994 – “...please handle these calls.”

1. Announcement used in an Initial Announcement only.

2. Announcement used in a Periodic Announcement only.

Note Changing one type of announcement (Initial), automatically changes the other (Periodic).

36 Strata CTX ACD System Administrator 10/04

Strata ACD 2

This chapter explains how to access the status views for Strata ACD groups, calls, ports, clients and events. Instructions for initially setting up the views are included.

Also included are instructions for accessing the Toshiba-Keyset Interface (TKI) and MIS Server windows. Views and Events Log

Your PC should be set up so that the following ACD views can be accessed by clicking on the icon (as shown at the top of the page 38). If the icon is not visible and you can’t open the view from Start > Programs > OAISYS, then perform the following to set up the Strata ACD views:

Set Up ACD Views

1. Access current services: Open the Net Server. Click on the Services tab.

2. Make Strata ACD visible: Right click on the Strata ACD item in the Net Server Service tree and choose Show Service.

3. Ensure the Module is operational: Log in (default user/password is admin/ admin). The Strata ACD views window appears (shown on the next page).

For additional help on setting up Strata ACD or other ACD modules, refer to the Strata CTX ACD Installation Guide on the Strata ACD CD-ROM.

Strata CTX ACD System Administrator 10/04 37

Strata ACD

Recording Announcements

View Groups

³ To access the Strata ACD views, double-click on

the Strata ACD icon (shown right).

Agents

Supervisor

Views

ACD Groups

Refresh

OAISYS Net Client Logon Settings

Group Properties

From the View Groups window, you can see call traffic for each ACD group.

Most of the items and fields are self-explanatory or have been previously described in Chapter 1 – System Administration.

Note The “Monitor ID” is a reference number that can be used to search for specific

items in the log files.

38 Strata CTX ACD System Administrator 10/04

6293

Recording Announcements

View Group Properties

1. From the ACD View Groups window, click the Group Properties button. The following two windows provide a summary of the data set from the Strata ACD System Administrator application.

Strata ACD

2. To view the second Group Properties window, click Next.

6295

6296

Strata CTX ACD System Administrator 10/04 39

Strata ACD

Recording Announcements

View Calls

Enables you to view all ACD calls in the telephone system.

³ To see View Calls, Ports or Clients, select the desired view from the Views drop

down window.

Views

Click to see other views. Highlight desired view.

6297

Most of the fields are self explanatory, but a few which require further explanation are described below:

FIELD DESCRIPTION

Call ID

The ACD system automatically assigns an ID number with an “@” mark at the beginning.

Outside Number

Devices All of the devices involved in handling the call are listed. The number

If Caller ID is available, the telephone number displays; otherwise, the trunk number displays.

of involved devices appears in parentheses.

40 Strata CTX ACD System Administrator 10/04

View Ports

This view enables you to see the Voice Assistant ports.

FIELD DESCRIPTION

Strata ACD

Recording Announcements

6298

Extension

The number before the colon represents the Primary Directory Number of the device involved. The number after the colon is the actual extension number being used.

Strata CTX ACD System Administrator 10/04 41

Strata ACD

Recording Announcements

View Clients

This window enables you to view the ID numbers and names of all ACD Groups and Agents.

Handle Number associated with the TCP/IP number. Assigned at the time of connection for ID purposes.

FIELD DESCRIPTION

Echo Events

Everything Interest

Groups of Interest and Agents of Interest

“Yes” means that data should be transmitted in two directions (between the Client and the PBX). Do not change this setting.

“Yes” means that all information should be echoed. Do not change this setting.

All ACD Groups and Agents are listed by ID number.

6299

42 Strata CTX ACD System Administrator 10/04

Strata ACD Events

This window provides a log file of ACD events.

³ From the Strata ACD window, select Setup menu > Show Activity.

Strata ACD

Recording Announcements

6775

Strata CTX ACD System Administrator 10/04 43

Strata ACD

Toshiba-Keyset Interface

This window shows all of the telephone devices involved in ACD calls and provides information about the telephone state, type of telephone (keyset), the dialed number, the Agent ID, and the extension numbers involved with the calls.

³ To access the Toshiba-Keyset Interface window,

double-click on the TKI icon (shown right).

You can also configure the number of seconds (1~99 sec.) the ACD Group name displays on the LCD. This setting affects all ACD groups and if not changed, defaults to 10 seconds.

³ To change the display time

1. Highlight a Keyset Type on the Toshiba-Keyset Interface window.

2. Click Setup > Settings. A Settings window displays (shown above) and you can type in the number of seconds required.

3. Click OK.

44 Strata CTX ACD System Administrator 10/04

MIS Server

This window shows which Management Information Services (MIS) servers are in use, their TCP/IP number, and provides a history of events.

³ To access the MIS Server window, double-click

on the MIS icon (shown right).

Strata ACD

MIS Server

TCP/IP Number

6300

Strata CTX ACD System Administrator 10/04 45

Strata ACD

MIS Server

46 Strata CTX ACD System Administrator 10/04

Index

ACD groups

add supervisor, 16 change agent list, 25 create, 2

tab, 20 ACD telephone user guide, v action

buttons, 2

settings, 7 actions, 5, 9

class, 6

type, 7 add

agent, 18

supervisor, 16 administrator

add or delete users, 2 agent/supervisor telephone user guide, v agents, 24

add/change group, 25

tab, 18 alarms, 29 announcements, 22

basic, 33

default, 33

enhanced, 33

recording, 32

average connect time, 30

basic announcements, 33

call back, 13 call management, 22 call router, v CD-ROMs, v chat, v conventions, iv create ACD groups, 2

documents, v

enhanced announcements, 33 events, 43

first-time set up, 2

Strata CTX ACD System Administrator 10/04 47

Index

G ~ S

general description, v general tab, 21 getting started, 1 group properties windows, 39 groups

creating, 2

history, 45

installation guide, v interflow, 9

automatic, 24 log to file, 8

media, v MIS server, 45 music-on-hold, 22, 30

Net Phone, v Net Server, v

OAISYS, v

call router, v

Net Phone, v

Net Server, v

Voice Assistant, v operations manual, v

overflow/reroute call, 22

parameters, 7, 9, 11 pilot DN, 3

queue

enabled, 21

recording announcements, 32 related documents/media, v reroute call, 22 route destination, 3 run va script, 7

screens

ACD groups tab, 20

DJHQWVWDE, 24 DODUPVWDE, 28 FDOOPDQDJHPHQWWDE, 22 JHQHUDOWDE, 21 PLVFHOODQHRXVWDE, 30 VXSHUYLVRUVWDE, 26

actions tab, 5 agents tab, 18 miscellaneous tab, 3 supervisors tab, 16

system administrator, 1 scripts, 9 send DDE message, 8 send email, 9 send LCD message, 8 set up ACD, 37 share agents, 9

48 Strata CTX ACD System Administrator 10/04

Index

T ~ V

start ACD System Administrator, 1 Strata ACD

events, 43 view calls, 40 view clients, 42 view groups, 38

view ports, 41 supervisors tab, 16, 26 system administrator’s guide, v

tabs

ACD groups, 20

agents, 18

general, 21

supervisors, 16, 26 telephone user guide, v Toshiba-keyset interface (TKI), 44 transfer call, 8 transfer to va/announce, 7 troubleshooting

accessing views, 37 trunk access code, 3

calls, 40 clients, 42 groups, 38 ports, 41

Voice Assistant, v, 7, 32

unavailable, 25

automatic, 25 unavailable reasons, 4 user guides and manuals, v

ports, 7

script, 7 VA (see Voice Assistant) variables, 9, 11 view

Strata CTX ACD System Administrator 10/04 49

Index

V ~ V

Strata CTX ACD System Administrator 10/04 50

Toshiba Strata CTX, Strata CTX ACD System User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual