Toshiba Strata DK Backup Installation and operation manual

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 2/99 i
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
ii Strata 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 2/99 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 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
iv Strata DK ACD Agent 2/99
Conventions
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.
➤Letters 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.
➤denotes the step in a one-step procedure.

Introduction
Related Documents
Strata DK ACD Agent 2/99 v
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
vi Strata DK ACD Agent 2/99

Strata DK ACD Agent 2/99 1
The Grand Tour 1
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

The Grand Tour
Buttons
Strata DK ACD Agent 2/99 3
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.,
 ,  ,
 ,  ,  ,  ▲, and  ▼) 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 perform standard
functions quickly and easily (see Table 1).
Table 1 Fixed Button Definitions
Button Definition

(Conference/Transfer) Sets up conference and transfer calls.
 Holds internal or outside calls. The Line LED flashes green at the
internal hold rate.

(Microphone) Toggles the microphone ON/OFF while the telephone is in use.
The LED indicates the status of the microphone.

(Message) Calls back the station or voice mail device that activated the LED.
 Dials the number you originally called (use the same [DN] or 
that you used to dial the original number).

(Speaker) Toggles the speaker ON/OFF. The LED indicates the status of the
speaker.

▲
 ▼Adjusts volume levels.

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. Table 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 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
  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.
  Places a ACD call on hold and automatically rings the Supervisor.
 

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.
 
 
 
Ends After Call Work Time (system programming feature) and the Agent’s
telephone becomes available to take ACD calls.
 !" Logs an Agent in and out of the ACD Group and is used with the  
button.
 Releases calls from the Agent telephone.
#$% Stops ACD calls from ringing the Agent telephone temporarily.
  Enables an Agent to call a telephone number using a brief access code.
 
 &
Transfers CO Line calls (non-ACD or ACD) to an ACD Group.1
 # Assigns a tracking code to an ACD call.

Strata DK ACD Agent 2/99 5
Features 2
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 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
  button.1
PBX External or internal call that is routed and/or transferred directly to your
 
button directory number [PhDN]; or a call made from the   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 CO
 button that is not your 
 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.

Features
Quick Reference
Strata DK ACD Agent 2/99 7
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 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 16.
♦Talk – When you are talking on an ACD call or have one on hold, you can receive
non-ACD calls on other [DNs] or CO 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 14.
➤To place an ACD call on Hold
➤Press

.The ACD Call LED flashes
at the I-Hold rate and your
LCD displays the message
on the right.
HOLD LINE 5
JUL 27 TUE 02 : 27

Features
Quick Reference
8Strata DK ACD Agent 2/99
➤To 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 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
  . You can only be logged
into one ACD Group at a time. Your telephone must be assigned as the owner of the
  [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
  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.
Note Incoming ACD or PBX calls are not routed to
 
, because it has a call on Hold and
PBX calls are blocked.
➤Press
 
.The call is retrieved and
your LCD displays the
message on the right.
Note Incoming ACD calls are not routed to 

, because it has a call on Hold and PBX
calls are blocked.
QUE#000 AGT GP01
USING LINE 3

Features
Quick Reference
Strata DK ACD Agent 2/99 9
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 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 18).
➤To log in
1. Press
 
+
  
The ACD Call LED is
steady green, but the Log
In/Out LED flashes red.
...or
  +
!"#$%
...or, from a standard
telephone, go off
hook and press
!"#$% , then go back
on hook.
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).
NO. 203
ENTER ID CODE
QUE# 000 AGT GPXX
JUN 16 WED 02:27

Features
Quick Reference
10 Strata DK ACD Agent 2/99
➤To cancel log in
➤Press
   at any time.
➤To 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 system programming.
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
  
...or
 
+
!"#$%
,then
&'(
or
hang up
...or, from a standard
telephone, go off
hook and press
!"#$%
, then go back
on hook.
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 11.
NO. 203
LOG IN ERROR

Features
Quick Reference
Strata DK ACD Agent 2/99 11
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. This feature is unavailable for
telephones equipped with a standard rotary dial or a touch-tone dial, or a Toshiba
telephone receiving PBX and/or non-ACD calls (see “Quick Reference” on Page 6).
➤Press
   . 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
  
...or   +
!"#$% , then &'( or
hang up
...or, from a standard
telephone, go off
hook and press
!"#$% , then go back
on hook.
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.

Features
ACD Call
12 Strata 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.
➤To answer an ACD call
1. Press
  The LED lights steady and the LCD displays one of
the messages below depending upon the type of call
and system programming.
...or, if you have a
standard telephone,
go off hook to answer
the call.
The calling numberor name
is displayed.
The called number or name
is displayed.
After you answer the call,
the LCD displays the
information shown on the
right.
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 14).
QUE#000 AGT GP01
LINE XXX ACD CALL
QUE#000 AGT GP01
LINE XXX RINGING
CALLING NAME
ANSWERED LINEXXX
CALLING NUMBER
ANSWERED LINEXXX
CALLED NUMBER
ANSWERED LINEXXX
CALLED NAME
ANSWERED LINEXXX
QUE#000 AGT GP01
ANSWERED LINEXXX