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