Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99287
ACD Display Information
This feature provides ACD Agents (using an LCD electronic/digital telephone) with a visual 
indication of ACD call progress information, in addition to the standard display operation. When 
an Agent position is in ACD mode, the number of ACD calls waiting in queue can be shown on the 
LCD. Caller ID, ANI, and DNIS can also be displayed for incoming calls.
Benefits
Agents have display information available to provide better service to callers.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
288Strata DK Feature Description 5/99
ACD Help
This feature enables an ACD Agent to call the Supervisor position for assistance. Pressing the 
ACD Help button, while in the talk state, automatically places the current ACD call on hold and 
initiates an assistance call to the Supervisor position. As soon as the Supervisor answers the call, 
the Agent may establish a three-way conversation or may talk privately with the Supervisor, and 
then return to the caller, or transfer the call to the Supervisor.
Benefits
ACD agents can quickly and easily get supervisor assistance when they need it.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99289
After Call Work Time
Also known as Wrap-up Time, After Call Work Time gives the Agent a predetermined amount of 
time to complete work (paperwork, order processing, filing) regarding the last ACD call. After 
disconnecting from an ACD call, the Agent automatically enters After Call Work Time mode until 
the predetermined “After-Call Work Time” period expires, or until the Agent manually exits this 
mode by pressing the End After Call Work button.
When in “After-Call Work Time,” an Agent does not receive more ACD calls from the system. 
The Agent can receive or place a non-ACD or PBX call during After Call Work Time, but the call 
automatically cancels After Call Work Time Status.
Benefits
Agents have time to complete required actions before taking the next call.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
290Strata DK Feature Description 5/99
Auto Answer with Zip Tone
Auto answer will automatically connect an available Agent to an incoming ACD call without 
requiring the Agent to lift the handset or push a button. When an ACD Agent position is in auto-
answer mode (electronic/digital telephone feature), the system will provide an audible burst of 
tone (zip tone) to the Agent position before connecting the Agent to the incoming ACD call. The 
zip tone will sound to the headset, if used, or to the telephone speaker.
Benefits
This feature enables ACD agents to answer calls faster.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99291
Log In/Log Out
Enables the Agent or Supervisor to log IN or OFF the ACD system by dialing an Agent or 
Supervisor identification (ID) code from any station. When an Agent logs into the system, the 
station is activated as an ACD Agent position and is available for incoming ACD calls. Operating 
statistics are collected for the Agent and output to an optional MIS processor until the Agent logs 
out (when the station leaves ACD mode).
If an Agent attempts to log OUT and if the Agent is the last one logged into an ACD group, the 
flashing Log IN/OUT LED notifies the Agent that additional calls are waiting. In this case, the 
Agent will not be able to log OUT until the calls are answered and the ACD group queue is empty.
Agent digital and electronic telephones must have a unique, single-appearing PhDN that is 
designated as the ACD Call button. Standard telephones receive ACD calls on their PhDN after 
logging into an ACD group.
Benefits
Any ACD agent can log into any group from any telephone on the system. This provides flexibility 
and convenience.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
292Strata DK Feature Description 5/99
Unavailable Mode
This feature enables an Agent to become temporarily unavailable to ACD calls without having to 
log out. The Unavailable mode can be used for lunch and coffee breaks, extended work times, etc.
When Agent telephones are placed in the Unavailable mode by using a flexible feature button, 
dialing code, or when two successive ACD calls are sent to the Agent and are not answered 
(automatic).
All Agents Unavailable
If all Agents in a group are made unavailable at the same time, new calls to the group are directed 
to the normal overflow point destination or the end-of-ACD shift destination of the ACD group. 
This destination option is a system option, and it applies to all ACD groups. It can also be assigned 
independently.
If the end-of-ACD shift or “all Agents unavailable” overflow destination is a busy station or 
announcement device, the call camps onto the busy destination or routes to other designated 
telephone or announcement.
If the all-Agents-unavailable overflow destination is another ACD group, the call rings an Agent 
in that group. If all the Agents are busy in the overflow group, the call enters the overflow group’s 
queue. If the overflow group’s Agents are unavailable or the group is in the After Shift mode, the 
call follows the normal routing scheme programmed for the overflow ACD group.
ACD Calls Ring No Answer (RNA)
If a call is RNA to one Agent in the group, the call rings an idle Agent in the same group. The Ring 
Agent Timer program sets the time limit for answering a call. The time period can also be assigned 
independently for each ACD group. 
If there isn’t another idle Agent telephone, the call is directed to the group’s normal overflow point 
destination. If the normal overflow point destination is busy when an RNA call is routed to it, the 
call is re-routed to ring or camp-on to other designated telephones or is sent to an announcement. 
All of these options are set in system programming.
Benefits
Agents can become temporarily unavailable for ACD calls without having to log out of the group, 
providing flexibility and convenience.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99293
Work Unit
The Work Unit button enables an Agent to use the dial pad to tag a current call for tracking 
purposes. Work Unit Identifiers may be used to track various data (response to sales campaigns, 
calls from a particular area, etc.). A Work Unit code can be 1~15 digits. SMDR registers 1~15 
digits, but SMIS only registers 1 or 2 digits.
The information is output to the system SMDR for printout and to MIS for reports. The Work Unit 
feature only applies to ACD calls, not to PBX or non-ACD calls. 
NoteSMDR only registers the last Work Unit code entered for each call; SMIS registers 
multiple work unit codes for a given call (e.g., 01 for Cookware, 02 for Furniture, etc.). 
Benefits
Work unit codes help keep track of the type of calls received.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Supervisor Features
294Strata DK Feature Description 5/99
ACD Supervisor Features
The ACD group Supervisor can access all the standard Strata ACD features using the ACD 
Supervisor’s ID code. When the Supervisor is not logged into the ACD system, full access to all of 
the standard DK telephone features is available.
It is recommended that the Supervisor use a Toshiba-proprietary telephone to monitor the 
operation of an ACD group with 10- or 20-feature buttons. It is also recommended that the 
Supervisor use an LCD telephone, because it provides important information about the ACD 
system and group, such as Queue and Agent Status. 
Unlike Agent telephones, Supervisor telephones do not require a single appearing PhDN to 
operate ACD Supervisor features. However, it is recommended that a Supervisor telephone be 
equipped with at least two PDNs to answer Agent assistance request calls if the Supervisor is busy 
on another call.
Each Supervisor can supervise only one group at a time.
The following ACD features are available only to the Supervisor position.
©“ACD Agent Assistance”
©“ACD Call Pickup”
©“ACD Supervisor LCD Display”
©“ACD Supervisor Log In/Log Out”
©“Call Monitoring”
©“End of ACD Shift”
©“MIS Access”
©“Queue Alarm Indication” 
						

							Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99295
ACD Agent Assistance
ACD Agent Assistance provides visual indication to the Supervisor position when an Agent 
assistance call takes place. When an Agent calls an idle Supervisor station by pressing the ACD 
Help button, the Supervisor station starts ringing and a message indicating the assistance call and 
the Agent ID is shown on the LCD. The Supervisor can connect directly to the Agent by pressing 
the flashing PhDN button.
The Agent can then speak privately with the Supervisor, or can initiate a three-way conference 
with the Supervisor and the ACD caller, or transfer the call to the Supervisor. When the Supervisor 
hangs up, during a conference call, the Agent remains connected to the ACD call. If the Agent 
hangs up, during a conference call, the Supervisor remains connected to the call.
Benefits
Provides quick and easy access to the supervisor.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Supervisor Features
296Strata DK Feature Description 5/99
ACD Call Pickup
ACD Call Pickup enables a Supervisor to pick up an Agent’s ACD call within an ACD group. The 
call is considered a non-ACD call by the MIS system.
Benefits
Enables answering calls by the Supervisor when agents are unable to answer.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors