Toshiba Strata Dk424 Acd Agent Guide

The Grand Tour
Buttons
Strata DK ACD Agent 2/993
Buttons
There are two sets of buttons: flexible and fixed. The flexible buttons consist of 
Directory Number (Primary and Phantom) and feature buttons. The number of pre-
programmed flexible buttons varies by telephone. The fixed buttons (e.g., 

, , 

	, 	
,  ,  	s, and	t) are standard to every 2000-series 
digital telephone (see Figure 1 on Page 2).
Fixed Buttons
The fixed buttons are located on your dial pad and enable you to...

The Grand Tour
Soft Keys
4Strata DK ACD Agent 2/99
Flexible Buttons
All flexible buttons must be programmed for your telephone in system programming 
and vary for individual telephones. If a button does not appear on your telephone 
keystrip, see your System Administrator. Ta b l e  2 describes each ACD button.
1Can be programmed onto an 
 button for one-touch access (see Appendix – Access Codes on Page 
21
 for instructions).
Soft Keys
If you have a Strata 2000-series LCD digital telephone, the Soft...

Strata DK ACD Agent 2/995
Features2
This chapter lists all the ACD features applicable to an Agent’s station in alphabetical 
order beginning on Page 12. These features can be performed on digital or electronic 
telephones with or without LCDs.
©ACD Call
©ACD Call Pickup
©ACD Help
©Auto Answer with Zip Tone
©End After Call Work Time
©Log In/Out
©Log Out/Unavailable Pending
©Transfer to ACD Group
©Unavailable
©Work Unit 

Features
Feature Interaction
6Strata DK ACD Agent 2/99
Feature Interaction
Strata DK provides the ACD features from system-resident software. These features 
are affected when your station is logged in as Agent:
©Call Forwarding – All types of Call Forwarding from [PDNs] and [PhDNs] are 
allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in 
the normal manner.
©Message and Display – Soft Key labels and LCD messages unrelated to ACD do 
not display at your station. All other types of...

Features
Quick Reference
Strata DK ACD Agent 2/997
Agent Telephone Status
You can make and receive different types of calls depending upon the status of your 
ACD Agent telephone.
©Available – If you are logged in as an ACD agent, you can receive ACD or PBX 
calls and non-ACD calls to other [DNs].
©Unavailable – You are unavailable to take ACD calls when you press 
		 or do not respond to two successive ACD calls. For more 
information, see “Unavailable” on Page 19. Your telephone can still...

Features
Quick Reference
8Strata DK ACD Agent 2/99
äTo retrieve an ACD call on Hold
Logging In/Out
You log in and out of an ACD Group by using  		 and   . By 
entering a valid ACD Agent ID, your telephone becomes available for incoming ACD 
calls, and the ACD feature buttons and codes are activated. Every Agent ID code is 
unique and is always associated with a particular ACD group, unless the ID is re-
assigned to another group in system programming.
Any Toshiba telephone can be used to log...

Features
Quick Reference
Strata DK ACD Agent 2/999
Important!When the Supervisor ends the shift, all Agents must be logged out 
before the next (new) shift can start. The next shift starts once an Agent 
logs in.
   only works from the idle state, a non-ACD or PBX call hold, or After 
Call Work mode. Your action is ignored if you press the 
   button while the 
station is in any other status.
ACD does not allow you to log out if you are the last active agent in the ACD Group, 
and there...

Features
Quick Reference
10Strata DK ACD Agent 2/99
äTo cancel log in
äPress 
   at any time.
äTo log out
Log Out (Pending)
This feature enables you to end the ACD shift if your telephone is the only one logged 
in to the ACD Group, and your Supervisor has not ended the shift. Log Out (Pending) 
or Unavailable (see “Unavailable” on Page 19) prevents new calls from entering the 
ACD queue and redirects the calls to the after-shift destination or the overflow-point 
destination as assigned in the...

Features
Quick Reference
Strata DK ACD Agent 2/9911
For example, if it is time for your ACD shift to end, but calls are continuing to arrive 
into the ACD queue, use the Log Out Pending or Unavailable feature so that you can 
eventually log out.
äTo use log out (pending) 
äTo log out when you are the last active agent  
Auto Answer with Zip Tone
Auto Answer with Zip Tone is an ACD feature that alerts you to a call by sounding a 
one-second dial tone and automatically connecting you to the ACD call. You...

Features
ACD Call
12Strata DK ACD Agent 2/99
ACD Call
When an ACD call rings at your idle station, the ACD Call 
LED flashes and your LCD displays the message to the right 
(
XXX = Line number).
If you receive a PBX call, your ACD Call LED flashes similar 
to an ACD call and the LCD displays the message to the right 
(
XXX = Line number).
If you have a standard telephone without an LCD, the telephone rings.
äTo answer an ACD call
1. Press 
 		The LED lights steady and the LCD displays one of 
the...