Toshiba Strata CT User manual

November 2001
TOSHIBA Telecommunications Division
ACD Agent Guide
Release 2
Digital Business Telephone Solutions

Publication Information
Toshiba Information Systems (UK) Ltd. reserves the right to change any
of this information including, but not limited to, product characteristics
and operating specifications, without prior notice.
It is intended that the information contained within this manual is correct
at the time of going to print, however all liability for errors or omissions
is excluded.
Version 2, November 2001
© Copyright 2001
Toshiba Information Systems (UK) Ltd.
Telecommunications 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 and Stratagy are registered trademarks of Toshiba Information
Systems (UK) Ltd.
Trademarks, registered trademarks, and service marks are the property of
their respective owners.

Strata CT ACD Agent November 2001 i
Contents
Introduction
Organisation ...................................................................................................................................iii
Action/Response ........................................................................................................................ 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 ..................................................................................................... 10
ACD Call ....................................................................................................................................... 11
ACD Call Pickup .......................................................................................................................... 12

Strata CT ACD Agent November 2001 ii
ACD Help ..................................................................................................................................... 13
End After Call Work ..................................................................................................................... 14
Transferring Calls to an ACD Group ............................................................................................ 16
Unavailable ................................................................................................................................... 17
Work Unit ..................................................................................................................................... 18
Appendix A Access Codes
Notes to Users
Index

Strata CT ACD Agent November 2001 iii
Introduction
This guide is designed to provide instructions for the ACD Agent regarding the use of Automatic Call
Distribution (ACD) on Toshiba’s Strata CT 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 CT ACD
Supervisor Guide for information on Supervisor telephone procedures.
Organisation
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 A – Access Codes provides instructions for programming a sequence of steps or
access codes onto feature buttons.
♦Notes to Users contains an overview of Safety Approval and EMC Compliance details.

iv Strata CT ACD Agent November 2001
Organisation Introduction
Conventions
Action/Response
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.
CAUTION! Advises you that hardware, software applications, or data could be damaged if the
instructions are not followed closely.
WARNING! Alerts you when the given task could cause personal injury or death.
[DN] Represents any Directory Number button, also known as an extension or intercom
number.
[PDN]
Represents any Primary Directory Number button (the extension number for the
telephone). An extra appearance of the PDN on the same phone is not considered as a
SDN.
[SDN] Represents any Secondary appearance of a PDN. A PDN which appears on another
telephone is considered an SDN.
[PhDN] Represents any Phantom Directory Number button (an additional DN).
Arial Bold Represents telephone buttons.
Plus (+)
Shows a multiple PC keyboard or phone button entry. Entries without spaces between
them show a simultaneous entry. Example: Esc+Enter. Entries with spaces between
them show a sequential entry. Example: # +5.
Tilde (~) Means “through.” Example: 200~200 station range.
➤Denotes the step in a one-step procedure.
➤Denotes a procedure.
See Figure 10 Grey words within the printed text denote cross-references. In the electronic version of
this document (Strata CT Library CD-ROM), cross-references appear in blue hypertext.
The left column gives you single or numbered
steps that you need to perform a procedure. These
steps apply to both mouse or keyboard use.
The right column gives the immediate response to your
action. This column also includes additional notes and
comments.

Strata CT ACD Agent November 2001 v
Introduction Related Documents
Related Documents
The following user guides can be referenced for additional information:
♦Strata CT General Description provides a system overview including hardware and feature
information.
♦Strata CT System Administrator Guide gives instructions for the System Administrator to
manage the system. Contains instructions for Station Relocation, System Speed Dial, and other
features only activated by the System Administrator.
♦Strata CT Digital Telephone User Guide provides all the procedures necessary to operate
Toshiba-proprietary digital telephones, including Single Line Digital Telephone Liquid Crystal
Display (LCD) features. It also includes instructions for using the add-on module/DSS console.
♦Strata CT Digital Telephone Quick Reference Guide provides a quick reference for frequently-
used digital telephone features.
♦Strata CT Electronic Telephone User Guide explains all the procedures necessary to operate
Toshiba-proprietary electronic telephones, including all LCD features. It also includes
instructions for using the electronic DSS console.
♦Strata CT Electronic Telephone Quick Reference Guide provides a quick reference for
frequently-used electronic telephone features.
♦Strata CT Standard Telephone User Guide explains all the procedures necessary to operate
rotary dial and push-button standard telephones.
♦Strata CT ACD Supervisor Guide provides instruction on how to use the ACD supervisor
features.
♦Strata Technical Library CD-ROM enables you to view, print, navigate and search publications
for Strata DK40 and Strata CT digital business telephone systems. It also includes Strata CT ACD
Documentation, including the ACD Agent Guide and ACD Supervisor’s Guide. ACD Installation
and Programming instructions are included in the Strata CT Installation and Maintenance
Manual and the Strata CT Programming Manual.

vi Strata CT ACD Agent November 2001
Related Documents Introduction

Strata CT ACD Agent November 2001 1
The Grand Tour 1
Automatic Call Distribution (ACD) for Toshiba Strata CT 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 operator. 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 or electronic telephone. Toshiba
telephones have feature buttons that access the special ACD features.
The Strata CT 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 19).

2Strata CT ACD Agent November 2001
ACD Group Agent The Grand Tour
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

Strata CT ACD Agent November 2001 3
The Grand Tour Buttons
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., Mic, Msg, Redial, Hold, Conf/Trn, Vol▲, and Vol▼) are
standard to every 2000 & 2500-series digital telephone (see Figure 1 on Page 2).
Fixed Buttons
The fixed buttons are located on your dial pad and enable you to perform standard functions quickly
and easily (see Table 1).
Table 1 Fixed Button Definitions
Button Definition
Cnf/Trn
(Conference/Transfer)
Sets up conference and transfer calls.
Hold Holds internal or outside calls. The Line LED flashes green at the internal hold rate.
Mic
(Microphone)
Toggles the microphone ON/OFF while the telephone is in use. The LED indicates
the status of the microphone.
Msg
(Message)
Calls back the station or voice mail device that activated the LED.
Redial Dials the number you originally called (use the same [DN] or Line
LineLine
Line that you used to
dial the original number).
Spkr
(Speaker)
Toggles the speaker ON/OFF. The LED indicates the status of the speaker.
Vol▲
Vol▼
Adjusts volume levels.

4Strata CT ACD Agent November 2001
Soft Keys The Grand Tour
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. Table 2 describes each ACD button.
1Can be programmed onto an SD button for one-touch access (see Appendix A – Access Codes on
Page 19 for instructions).
Soft Keys
If you have a Strata 2000-series LCD digital telephone, the Soft Key features are deactivated while
you are logged in as an ACD Agent. Only ACD displays are functional during ACD telephone
sessions. When you log off from the ACD Group, Soft Key features become available again. Refer to
the Strata Digital Telephone User Guide for more information on Soft Keys.
Table 2 Flexible Button Definitions
Button Definitions
ACD Call Enables an agent to receive ACD calls, make/receive PBX calls, and Log In/Out
of the ACD Group. After an agent has logged out, the button can be used to
make/receive non-ACD and non-PBX calls.
ACD Help Places a ACD call on hold and automatically rings the Supervisor.
ACD Call Pickup Enables an Agent to pick up ACD calls ringing at any Agent’s telephone in the
same group. Calls remain registered as an ACD call after being picked up.
End After Call Work
Time
Ends After Call Work Time (system programming feature) and the Agent’s
telephone becomes available to take ACD calls.
Log In/Out Logs an Agent in and out of the ACD Group and is used with the ACD Call
button.
Release Releases calls from the Agent telephone.
Unavailable Stops ACD calls from ringing the Agent telephone temporarily.
Speed Dial Enables an Agent to call a telephone number using a brief access code.
Transfer to ACD Group Transfers Exchange Line calls (non-ACD or ACD) to an ACD Group.1
Work Unit Assigns a tracking code to an ACD call.

Strata CT ACD Agent November 2001 5
Features 2
This chapter lists all the ACD features applicable to an Agent’s station in alphabetical order beginning
on Page 11. 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

6Strata CT ACD Agent November 2001
Feature Interaction Features
Feature Interaction
Strata CT 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 messages do display.
♦Station Do Not Disturb – The Station DND feature does not operate when your station receives an
ACD call. DND only applies to non-ACD or PBX calls directed to the [DN].
♦Executive Override – If you are talking on an ACD or PBX call, executive override of ACD/PBX
calls is not allowed, but the Supervisor can call your [PDN] or an idle [PhDN].
Quick Reference
The following pages are a quick reference for using your telephone’s ACD features.
Agent Calls
The types of calls handled by Agents are described in Table 3.
Table 3 Types of ACD Agent Calls
Type of Call Description
ACD External call that is routed and/or transferred to an ACD Group and rings on your ACD Call
button.1
PBX External or internal call that is routed and/or transferred directly to your ACD Call button
directory number [PhDN]; or a call made from the ACD Call button. You cannot receive ACD
calls when you are on a PBX call.1
Non-ACD Any call received or made from a [DN] or Exchange Line button that is not your ACD Call
button. The calls are not registered on MIS reports. You continue to receive ACD calls if you are
logged into the ACD group.
1Registered on MIS reports.

Strata CT ACD Agent November 2001 7
Features Quick Reference
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 Unavailable or do not
respond to two successive ACD calls. For more information, see “Unavailable” on Page 17. Your
telephone can still receive and make non-ACD or PBX calls when it is in the unavailable status.
♦After Call – When you disconnect from an ACD call you are automatically allowed an amount of
time to do your paperwork. You can receive non-ACD or PBX calls if your telephone has been
programmed to receive these calls. For more information on the procedure to end After Call, see
“End After Call Work” on Page 14.
♦Talk – When you are talking on an ACD call or have one on hold, you can receive non-ACD calls
on other [DNs] or Exchange Lines.
♦Log Out – You are logged out of the ACD Group. You can still receive and make non-ACD calls.
♦PBX Call – When you are talking on a PBX call or have one on hold, you can receive non-ACD
calls.
Placing Calls on Hold
You can place your current call on hold, whether it is an ACD or PBX call, and return to it later. To
establish a three-way call with your Supervisor and your ACD caller, see “ACD Call Pickup” on Page
12.
➤To place an ACD call on Hold
➤Press Hold. The ACD Call LED flashes at the
I-Hold rate and your LCD
displays the message on the right.
Note Incoming ACD or PBX calls are not routed to ACD Call,
because it has a call on Hold and PBX calls are blocked.
HOLD LINE 5
JUL 27 TUE 02 : 27

8Strata CT ACD Agent November 2001
Quick Reference Features
➤To retrieve an ACD call on Hold
Logging In/Out
You log in and out of an ACD Group by using ACD Call and Log In/Out. 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 into an ACD Group providing that the telephone has a
unique, single-appearing [PhDN] button. The [PhDN] that is used to log into an ACD Group becomes
the telephone’s ACD Call. You can only be logged into one ACD Group at a time. Your telephone
must be assigned as the owner of the ACD Call [PhDN] button in system programming.
When you log out, the ACD features are deactivated on your telephone, but the regular features still
continue to work. For example, you can use the ACD Call button to make and receive non-ACD calls
after logging out. These kinds of calls are not registered as ACD or PBX calls for MIS reporting
purposes.
When all of the Agents in a group log out, the shift ends for that group, and calls are routed to the
after-shift destination. The new calls are automatically sent to the after-shift destination, which can be
a voice mailbox, another ACD Group, or an announcement.
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.
Log In/Out 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 Log In/Out 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 are
calls waiting in the queue. These calls must be cleared before you can log out. Once all calls in the
queue are cleared, the Log In/Out LED turns off and your telephone is logged out of the ACD Group
(see “Transferring Calls to an ACD Group” on Page 16).
➤Press ACD Call. The call is retrieved and your LCD
displays the message on the right.
Note Incoming ACD calls are not routed to ACD Call, because it
has a call on Hold and PBX calls are blocked.
QUE#000 AGT GP01
USING LINE 3

Strata CT ACD Agent November 2001 9
Features Quick Reference
➤To log in
➤To cancel log in
➤Press Log In/Out at any time.
➤To log out
1. Press ACD Call + Log In/Out The ACD Call LED is steady green,
but the Log In/Out LED flashes red.
...or ACD Call + #4031
You are prompted to enter your ID
code by the LCD display and a short
burst of dial tone.
2. Enter your four-digit Agent ID
code.
A one-second burst of dial tone
confirms successful log in. The Log In/
Out LED turns steady red.
QUE #000 = Number of calls in queue
XX =ACD Group number (01~16).
If the Agent ID code is invalid, a fast
busy tone is heard. The Log In/Out
LED stops flashing and turns off.
The LCD displays the message on the
right. Repeat Step 2. If you continue to
get the error message, contact your
Supervisor.
➤Press Log In/Out
...or ACD Call + #4031,then
Spkr or hang up
The Log In/Out LED turns off and the Agent is logged out of
the ACD Group.
Note If the Log In/Out LED flashes, there are calls
remaining in queue and you are the only Agent
logged in (see “To Log out when you are the last
active agent” on Page 10.
NO. 203
ENTER ID CODE
QUE# 000 AGT GPXX
JUN 16 WED 02:27
NO. 203
LOG IN ERROR

10 Strata CT ACD Agent November 2001
Quick Reference Features
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 17) 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 system programming.
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.
➤To use log out (pending)
➤To 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 must have a Toshiba digital or electronic
telephone.
Note Toshiba recommend this feature is used only with telephones fitted with headsets.
➤Press Log In/Out. The Log /InOut LED flashes and the status changes to the Log
Out Pending mode. When the last call is cleared from the
queue, your status changes to logged out.
➤Press Log In/Out
...or ACD Call + #4031,then
Spkr or hang up
The Log In/Out LED flashes. New ACD calls are routed to the
after-shift destination.
Note Calls in the queue are directed to your station, because
you are the last active Agent. You are logged out when
all of the calls in the queue have been answered.

Strata CT ACD Agent November 2001 11
Features ACD Call
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).
➤To answer an ACD call
➤To view Queue Status instead of name/number
➤Press Page (LCD button) four times.
1. Press ACD Call The LED lights steady and the LCD displays one of the
messages below depending upon the type of call and system
programming.
Notes
♦If Auto Answer with zip tone is enabled, a zip tone (a
short burst of dial tone) is heard and the call is connected
(see “ACD Call Pickup” on Page 12).
♦If you are on a [DN] or Exchange Line when the ACD
Call line rings or attempts auto answer with zip tone, the
ACD call rings and the ring is muted.
♦The Spkr and Mic functions are automatically turned on,
and the LCD displays ACD call status information.
If you use a headset, the Spkr and Mic functions are turned off
(see “ACD Call Pickup” on Page 12).
The duration of each call is
displayed every 15 or 60 seconds
(determined by system
programming) after you have
answered the call.
QUE#000 AGT GP01
LINE XXX ACD CALL
QUE#000 AGT GP01
LINE XXX RINGING
QUE#000 AGT GP01
HH:MM:SS

12 Strata CT ACD Agent November 2001
ACD Call Pickup Features
ACD Call Pickup
You can pick up an ACD call ringing at another Agent’s telephone by using your station’s ACD Call
Pickup button. These calls are detailed in the MIS/SMIS reports.
To use this feature:
♦Both stations must be in the same ACD Group.
♦The incoming call must be an ACD call for that group.
♦The ACD Call button must be idle.
♦Your telephone must be in an available state.
You cannot pick up some types of calls, such as non-ACD calls (internal office calls) or PBX calls.
Another type of pick up button (code) can be provided for these calls.
➤To pick up an ACD call ringing at another station
➤Press ACD Call Pickup
...or ACD Call + #4036
The LCD confirms that the line has been
answered. The ACD Call LED is on.
Note If your telephone is in an
unavailable mode (LED is on), you
must press Unavailable before
you can use ACD Call Pickup.
QUE#000 AGT GP01
ANSWERED LINEXXX