Toshiba Strata Dk424 Acd Agent Guide
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Introduction
Conventions
ivStrata DK ACD Agent 2/99
Conventions
NoteElaborates 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.
äLetters in [brackets] represent buttons which have Directory Numbers on them.
For example: The left column gives
you single or
numbered steps that
you need to perform a
procedure. The right column...](http://img.usermanuals.tech/thumb/76/86542/w64_toshiba-strata-dk-424-system-acd-agent-guide_d-5.png "Page 6
Introduction
Conventions
ivStrata DK ACD Agent 2/99
Conventions
NoteElaborates 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.
äLetters in [brackets] represent buttons which have Directory Numbers on them.
For example: The left column gives
you single or
numbered steps that
you need to perform a
procedure. The right column...")
Telecommunication Systems Division February 1999 Digital Business Telephone Systems ACD Agent Guide
Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems 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., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant. DKA-UG-ACDAGTVB Version A, April 1998 Version B, February 1999 (Format Change) © Copyright 1999 Toshiba America Information Systems, Inc. Telecommunication Systems Division All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material. Strata is a registered trademark of Toshiba Corporation. Trademarks, registered trademarks, and service marks are the property of their respective owners.
Strata DK ACD Agent 2/99i Contents Introduction Organization ............................................................................................................... iii Conventions ............................................................................................................... iv Related Documents ...................................................................................................... v Chapter 1 – The Grand Tour ACD Group Agent ....................................................................................................... 1 Buttons ......................................................................................................................... 3 Fixed Buttons ........................................................................................................... 3 Flexible Buttons ....................................................................................................... 4 Soft Keys .....................................................................................................................4 Chapter 2 – Features Feature Interaction ....................................................................................................... 6 Quick Reference .......................................................................................................... 6 Agent Calls ............................................................................................................... 6 Agent Telephone Status ............................................................................................ 7 Placing Calls on Hold ............................................................................................... 7 Logging In/Out ......................................................................................................... 8 Log Out (Pending) .................................................................................................. 10 Auto Answer with Zip Tone ................................................................................... 11
Contents Chapter 2 - Features iiStrata DK ACD Agent 2/99 ACD Call ....................................................................................................................12 ACD Call Pickup ........................................................................................................14 ACD Help ...................................................................................................................15 End After Call Work ..................................................................................................16 Transferring Calls to an ACD Group .........................................................................18 Unavailable .................................................................................................................19 Work Unit ...................................................................................................................20 Appendix - Access Codes......................................................................................21 Index................................................................................................................................23
Strata DK ACD Agent 2/99iii Introduction This guide is designed to provide instructions for the ACD Agent regarding the use of Automatic Call Distribution (ACD) on Toshiba’s Strata DK system. It provides step- by-step instructions on how to use the ACD Agent buttons on the Agent station. For instructions on using the non-ACD features of your telephone, refer to the appropriate Quick Reference Guide or User Guide (see “Related Documents” on Page v). This guide does not provide instructions for the ACD Supervisor features. See the Strata DK ACD Supervisor Guide for information on Supervisor telephone procedures. Organization This user guide is divided as follows: ©Chapter 1 – The Grand Tour describes each available ACD Agent feature button. ©Chapter 2 – Features provides a description and step-by-step operational procedure for each individual ACD Agent feature. ©Appendix – Access Codes provides instructions for programming a sequence of steps or access codes onto feature buttons.
Introduction Conventions ivStrata DK ACD Agent 2/99 Conventions NoteElaborates 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. äLetters in [brackets] represent buttons which have Directory Numbers on them. For example: The left column gives you single or numbered steps that you need to perform a procedure. The right column gives the immediate response to your action. This column also includes additional notes and comments. [PDN] represents a Primary Directory Number (also known as an Extension Number for your telephone. [PhDN] represents a Phantom Directory Number button (an additional Directory Number). [DN] represents a Directory Number button (also known as an Extension or Intercom Number). Whenever [DN] is used in this guide, it means the user can use any [PDN], [SDN], or [PhDN]. represents buttons on a telephone. ~ means “through” + is used for multiple key entries. ädenotes the step in a one-step procedure.
Introduction Related Documents Strata DK ACD Agent 2/99v Related Documents The following user guides can be referenced for additional information: ©Strata DK424 Call Center Solutions General Description ©Strata DK ACD Supervisor Guide ©Strata DK Digital Telephone User Guide ©Strata DK Digital Telephone Quick Reference Guide ©Strata DK Electronic Telephone User Guide ©Strata DK Electronic Telephone Quick Reference Guide ©Strata DK Standard Telephone User Guide
Introduction Related Documents viStrata DK ACD Agent 2/99
Strata DK ACD Agent 2/991 The Grand Tour1 Automatic Call Distribution (ACD) for Toshiba Strata DK systems provides a quick, efficient means of handling a large volume of incoming calls. The calls can be automatically connected to ACD Agent Groups, bypassing an attendant. Calls are served in order of arrival and are automatically distributed among the Agents. The ACD features also provide announcements to incoming calls when no Agent positions are available. ACD Group Agent An Agent in an ACD Group can use a Toshiba proprietary digital, electronic, or standard telephone that is alson a tone or rotary-type telephone. An Agent station can be equipped with or without feature buttons or an LCD. Toshiba telephones have feature buttons that access the special ACD features. The Strata DK digital telephone with an LCD and typical ACD Agent feature buttons is shown in Figure 1 on Page 2 on the following page. The button names are recommended by Toshiba. If your button names are different, see the System Administrator or your ACD Supervisor for the definitions. If your telephone does not have the ACD Agent feature buttons shown, you can enter access codes to perform the same functions (see “Access Codes” on Page 21).
The Grand Tour ACD Group Agent 2Strata DK ACD Agent 2/99 Figure 1 Sample ACD Agent Telephone with ACD Feature Buttons Mode Page Scroll Speed Dial Primary DN 204 Release Log In/Out ACD Call Pickup Work Unit Unavailable End After Call Work ACD Help ACD Call (PhDN) 2517