Toshiba Strata CT Digital Business Telephone... User manual

November 2001
TOSHIBA Telecommunications Division
ACD Supervisor 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 Supervisor November 2001 i
Contents
Introduction
Organisation ...................................................................................................................................iii
Action/Response ........................................................................................................................ iv
Related Documents/Media .............................................................................................................. v
Chapter 1 The Grand Tour
ACD Group Supervisor ................................................................................................................... 1
Buttons ............................................................................................................................................ 3
Fixed Buttons ............................................................................................................................. 3
Flexible Buttons ......................................................................................................................... 4
Directory Number [DN] Buttons ................................................................................................ 5
Soft Keys ......................................................................................................................................... 5
Chapter 2 Features
Feature Interaction .......................................................................................................................... 8
Agent Telephone Status .................................................................................................................. 9
Agent Assistance ........................................................................................................................... 10
Logging In/Out .............................................................................................................................. 11
Supervisor Log In/Out .............................................................................................................. 11
Agent Log In/Out ..................................................................................................................... 12
Agent/Queue Status .................................................................................................................. 13
Call Monitoring ............................................................................................................................. 16
End of ACD Shift .......................................................................................................................... 18

Strata CT ACD Supervisor November 2001 ii
New Shift .................................................................................................................................. 18
Night Transfer ............................................................................................................................... 19
Night Transfer Lock ................................................................................................................. 20
Reset Queue Alarm ....................................................................................................................... 21
Supervisor Auto Log In ................................................................................................................. 22
Transfer to ACD Group ................................................................................................................ 22
Appendix C ................................................................................................................................... 23
Access Codes ................................................................................................................................ 23
Notes to Users .............................................................................................................................. 25
Index ............................................................................................................................................... 31

Strata CT ACD Supervisor November 2001 iii
Introduction
This guide is designed to provide instructions for the ACD Supervisor 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 Supervisor features. This guide does not provide instructions for the ACD Agent
features. See the Strata CT ACD Agent Guide for information about those telephone procedures.
Organisation
This user guide is divided as follows:
♦Chapter 1 – The Grand Tour describes each available ACD Supervisor feature button.
♦Chapter 2 – Features provides a description and step-by-step operational procedure for each
individual ACD Supervisor feature.
♦Appendix provides instructions for programming a sequence of steps or access codes to the
feature buttons.
♦Notes to Users contains an overview of Safety Approval and EMC Compliance details.

iv Strata CT ACD Supervisor 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: 200~220 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 Supervisor November 2001 v
Introduction Related Documents/Media
Related Documents/Media
Note Some documents listed here may appear in different versions on the CD-ROM or in print. To
find the most current version, check the version/date in the Publication Information on the
back of the document’s title page.
Refer to the appropriate user guide for information on your telephone's non-ACD features. The
following user guides are available for Strata CT telephones:
♦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 Agent User Guide describes the ACD agent feature operation along with step-
by-step procedures for using 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 Supervisor November 2001
Related Documents/Media Introduction

Strata CT ACD Supervisor November 2001 1
The Grand Tour 1
Companies that receive a large volume of incoming calls can handle them quickly and easily with the
Automatic Call Distribution (ACD) features available on Toshiba’s Strata CT system. Designated
incoming calls bypass the operator and go directly to an answering pool of ACD Agents. From there,
calls are evenly distributed to individual Agents.
ACD Group Supervisor
As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba proprietary
digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The LCD provides important
information about the ACD Group or an individual Agent’s activities.
The buttons on your Supervisor Telephone can be programmed to perform different tasks for you. For
example, Agent Status and/or Queue Status can be programmed for one-touch access using
Speed Dial (SD) buttons. When you use these buttons, the Agent and/or Queue Status is displayed on
the LCD.
Other features are assigned to the flexible buttons on your telephone; for example, Reset Queue
Alarm which signals you when too many calls are waiting in queue and Monitor ACD Call which
monitors Agents conversations on ACD calls.
A list of flexible ACD feature buttons is on Page 4. The button names are recommended by Toshiba.
If your ACD feature button names are different, see your telephone System Administrator for their
definitions.

2Strata CT ACD Supervisor November 2001
ACD Group Supervisor The Grand Tour
If your telephone does not have the ACD Supervisor feature buttons shown in the right-hand column
of the telephone keystrip in Figure 1, you can enter an access code sequence to perform the same
function (see Table 4 on 24).
Important! A Supervisor Telephone cannot be a standard telephone (SLT).
Figure 1 ACD Supervisor Digital LCD Telephone
Mode Page Scroll
Liquid Crystal Display
(LCD) Shows ACD
Information
Shaded buttons are
specific to
ACD Supervisor.
The Agent/Queue
Status button
sequence is stored
on Speed Dial
buttons
for One-touch
Access.
[PDN] = Primary
Directory Number
button (usually on
the Extension
Number of your
telephone).
There can be up to
four [PDNs] on a
telephone.
In this example,
Agent buttons are
on the left,
Supervisor buttons are on
the right.
0139
Do Not
Disturb
End of
ACD Shift
Night
Transfer
Monitor
ACD Call
Reset
Queue Alarm
Queue
Status
Agent
Status
Transfer to
ACD Grp
Supvr Auto
Log in
[PDN]
207-1
Speed
Dial
NT Lock
Log In/Out
ACD Call
Pickup
Work
Unit
Unavailable
End After
Call Work
ACD
Help
ACD
Call (PhDN)
[PDN]
207-2