Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99317
MIS Access
If the Call Center Viewer or SMIS option is installed, the ACD group Supervisor can access the 
MIS displays and reports using the MIS processor connected to the DK424 system. The 
Supervisor can call up displays and reports on the groups or individual Agents to monitor ongoing 
performance.
The Supervisor can also signal the system to print out reports using a printer connected to the MIS 
processor. The MIS processor provides Supervisors with a wide variety of status, statistics, and 
traffic displays used to monitor the performance of ACD groups and individual Agents.
Benefits
Provides important management tools to the ACD Group Supervisor. For more information, see 
the Call Center Viewer and Software MIS (SMIS) later in this section.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
Insight DK Plus
318Strata DK Feature Description 5/99
Queue Alarm Indication
An alarm is generated at the Supervisor’s station when calls waiting in the queue exceed 
predetermined conditions. These conditions or queue thresholds (e.g., number of calls waiting, 
waiting time for the oldest call) are established in system programming independently for each 
ACD group. The audible alarm will continue at the station until the Supervisor acknowledges the 
alarm by pressing the Reset Queue Alarm button.
Benefits
Provides an alert to the ACD Group Supervisor when corrective action is required. This helps 
provide better service to callers.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99319
ACD Feature Interaction
Strata DK424 provides the ACD features from system-resident software. Some station feature 
operations are altered when a station is activated as an ACD Agent or Supervisor station. Most all 
normal features are available to Supervisor and Agent telephone PDNs and PhDNs, except for the 
PhDN designated as the ACD Call button on an Agent telephone when it is logged into an ACD 
group.
The following features are described completely in the following pages.
©“Assistance From Busy Supervisor”
©“Call Forwarding”
©“Executive/Busy Override”
©“Message and Display”
©“Station Do Not Disturb (DND)” 
						

							Automatic Call Distribution
ACD Feature Interaction
320Strata DK Feature Description 5/99
Assistance From Busy Supervisor
If a Supervisor telephone is busy and has an idle PhDN button (up to four PhDN buttons are 
available) and the Busy Station Transfer/Busy Station Ring feature option is enabled on the Agent/
Supervisor telephones, an Agent can still ring the Supervisor telephone for assistance.
Benefits
Provides the Agent a means to get the Supervisor’s attention for assistance, even when all the DNs 
on the Supervisor’s telephone are in use.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered when 
activated as an Agent or Supervisor station) 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99321
Call Forwarding
ACD Agent and Supervisor Primary and non-ACD PhDNs can set Call Forwarding. This applies 
for all types of Call Forwarding enabled on PDNs and PhDNs. If an Agent telephone ACD Call 
PhDN button is forwarded, ACD calls will not forward, but other types of calls (PBX and non-
ACD) will forward in the normal manner.
If a Supervisor telephone PhDN is Call Forwarded, Agent assistance calls will not forward but will 
ring the Supervisor’s PhDN; other types of calls to the PhDN will forward normally.
Benefits
Provides flexibility of handling call forwarding differently for non-ACD calls, which should 
forward, and ACD calls which should get overflow handling.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered when 
activated as an Agent or Supervisor station) 
						

							Automatic Call Distribution
ACD Feature Interaction
322Strata DK Feature Description 5/99
Executive/Busy Override
If an Agent is talking on an ACD or PBX call, override is not enabled. However, the Agent can be 
called by dialing the Agent’s PDN or an idle PhDN.
Benefits
Provides override only the ACD Group Supervisor and keeps ACD Agents from being disturbed 
except when the Supervisor deems it necessary.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered when 
activated as an Agent or Supervisor station) 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99323
Message and Display
When an Agent or Supervisor ID is entered, the LCD shows ACD-related messages. While the 
telephone is in the ACD state, Soft Key labels and standard LCD messages, unrelated to ACD, do 
not display.
Caller ID, ANI, or DNIS information displays on an Agent telephone and overwrites Calls In 
Queue information when an Agent receives a Caller ID, ANI, or DNIS call. The Agent can retrieve 
the Calls In Queue display by pressing the LCD Page button.
Benefits
Provides the ACD-specific display information that ACD Agents and Supervisors require for 
optimum efficiency.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered when 
activated as an Agent or Supervisor station) 
						

							Automatic Call Distribution
ACD Feature Interaction
324Strata DK Feature Description 5/99
Station Do Not Disturb (DND)
The Station DND feature is not applicable to ACD calls and only applies to non-ACD calls.
Benefits
Enables calls to ACD Agents to flow as normal and the DND feature to apply only to non-ACD 
calls.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered when 
activated as an Agent or Supervisor station) 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99325
ACD Call Center Viewer
The Toshiba Call Center Viewer application organizes and displays ACD events reported by the 
Strata DK424 MIS port. The data displays on a host PC screen in easy-to-read, full-color 
Microsoft® Windows® format. The Call Center Supervisor gets real-time information on call 
queue status, Agent status, and other useful information for managing the ACD groups.
The Call Center Viewer application runs concurrently with other Windows applications on the 
ACD Supervisor PC. This enables ACD Supervisors to manage their ACD groups while working 
in other applications. Multiple Call Center Viewer applications can be used simultaneously on a 
DK424 system to accommodate multiple ACD Supervisors.
The data can also display on optional Spectrum Electronic Wall Boards that can be purchased from 
the Spectrum Corporation.
Call Center Viewer can be used on the same DK424 system in conjunction with the Toshiba 
Software MIS (SMIS), when historical reporting is required. Call Center Viewer provides the 
multiple displays and connection of electronic wall boards, while SMIS provides the historical 
ACD reports.
Computer Requirements
The Call Center Viewer application does not require a dedicated PC. When The Call Center 
Viewer application connects to the DK424, it functions as a machine-to-machine interface, 
constantly updating call center data. Toshiba recommends installing the Call Center Viewer 
application on a customer-supplied PC that meets the following recommended minimum 
requirements.
©IBM-compatible Pentium® 100 MHz PC
©Windows 95
©16MB RAM
©10MB available hard drive space for the application
©3.5 1.44 MB floppy-disk drive
©1 available serial communication ports (2 if using wall boards)
©Parallel printer port (for activation key)
©VGA color monitor
©Keyboard and mouse
©Windows Graphics Accelerator
Increasing the processor speed and adding more RAM improves the host PC’s and the Call Center 
Viewer’s performance.
System Availability
Standard on Strata DK424 with ACD 
software and MIS port 
						

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ACD Feature Interaction
326Strata DK Feature Description 5/99
Display Information
The Call Center Viewer displays the following information:
©Number of Agents
©Logged in
©Busy
©Available
©Unavailable
©Number of calls in the queue
©Longest call waiting
©Individual Agent status and status times (available on the host PC screen, but not on the wall 
board)
©Strata DK date/time
©User-defined messages to the wall boards
Main View
The Main View (shown below) displays the names and status of all active ACD groups. Columns 
can be sorted in ascending or descending order.
Figure 29 ACD Main View
Agent View
The Agent View (see Figure 30) displays the status of all Agents in a group. It also displays real-
time ACD Agent status information across the top of the Agent listings (see “Button View Format” 
on Page 328 for a list of displayed information).
The window can be enlarged to fit more Agents. However, the number of Agents displayed on the 
screen depends in part upon monitor size and resolution. Agent names can be customized to be 
longer than the eight-character length provided by the Strata DK.
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