Toshiba Perception 1 2 User Manual

							Room Status 
G. Indicates that this station is not registered as a guest room telephone. 
(Room 
status cannot be assigned.) 
NOTE: Changing Room Status from occupied to vacant will automatically 
clear the Deposit Paid indication and will restrict the telephone in that 
room. 
To Set Room Status: 
1. Press the m button. 
2. Dial the number of the guest room. 
3. Dial the status access code. 
n Room Status 1 (110) . 
n Room Status 2 (P 1 B) . 
n Room Status 3 (i m I) . 
n Room Status 4 (i 1 a) . 
4. Press them button. 
To Change Room Status 2 to Status 4 on All DNs in the System: 
1. Press them button. 
2. Dial the access code (lip) . 
3. Press them button. 
To Change Room Status 4 to Status 2 on All DNs in the System: 
1. Press the m button. 
2. Dial the access code (10 B) . 
3. Press them button. 
PROGRAMMING The Room Status feature is inherent in PERCEPTION software. Once 
activated, the feature operation will be available. 
RELATED FEATURES 1. Deposit Paid Confirmation (Lodging/Health Care). 
2. Maid-in-Room (Lodging/Health Care). 
3. Message Registration (Lodging/Health Care). 
4. Room Status Audit-Printout (Lodging/Health Care). 
BENEFITS The ability for an attendant console to display room status information 
provides an attendant with a complete overview regarding each room and 
guest. These separate display informants combine to create a more 
efficiently-run organization. The attendant’s ability to change status directly 
from the console provides a complete control. 
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							Room Status Audit-BL F 
DESCRIPTION R oom Status Audit-BLF enables the attendant to display, in the BLF area, 
the rooms from a particular hundreds group which have the same 
condition status: 0, 1, 2, 3, or 4. 
OPERATION To Display Status Conditions: 
1. Press the m button. 
2. Dial the appropriate access code. 
n Maid-in-Room Status db) . 
3. Dial the desired hundreds group (0 w 9). 
NOTES: 
1. To move from one hundreds group to another, key in only one digit 
corresponding to the new group. 
2. To display another room status, go back to step 2 and dial the 
appropriate new access code and the new hundreds group. 
4. To clear the display, press the m button. 
PROGRAMMING The Room Status Audit-BLF feature is inherent in PERCEPTION software. 
Once the Room Status feature is activated, the Room Status Audit-BLF 
operation will be available. 
RELATED FEATURES 1. Deposit Paid Confirmation (Lodging/Health Care). 
2. Room Status (Lodging/Health Care). 
3. Maid-in-Room (Lodging/Health Care). 
BENEFITS R oom Status Audit-BLF provides management with the capability to check 
the various room status information. With the BLF display, the exact 
number of rooms that have the same condition status are available, thus 
enabling management to direct cleaning efforts or select an available 
clean room for a guest check-in from the list. 
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							Room Status Audit-Printout 
DESCRIPTION R oom Status Audit-Printout provides a printed report of room status data, 
for either specific or all guest rooms. The report includes the following 
information: 
W Time and date of the printout. 
n Room number. 
W Room condition status. 
W Deposit paid. 
W Maid-in-room. 
OPERATION To Print the DN and Room Status of Every Lodging/Health Care 
Telephone in the System: 
1. Press an idle m button. 
2. Dial the access code fl B p) . 
To Print the DN and Room Status of an Individual Lodging/Health 
Care Telephone: 
1. Press an idle m button. 
2. Dial the access code flio) . 
3. Dial the room number. 
4. Press them button. 
To Stop Print: 
1. Press an idle w button. 
2. Dial the access code flI I) . 
3. Press the m button. 
PROGRAMMING The Room Status-Audit Printout feature is inherent in PERCEPTION 
software. Operation will be available, once this feature is activated. 
RELATED FEATURES 1. Deposit Paid Confirmation (Lodging/Health Care). 
2. Maid-in-Room (Lodging/Health Care). 
3. Room Status (Lodging/Health Care). 
BENEFITS A Room Status-Audit Printout provides management with a report of 
various room status information, so that cleaning time and room 
assignments can be adjusted accordingly. The printout also provides an 
indication of revenue earned from prepaid room deposits. 
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							Room-to-Room Blocking 
DESCRIPTION 
OPERATION 
PROGRAMMING 
RELATED FEATURES 
BENEFITS Room-to-Room Blocking enables an attendant to prevent all calling 
between 
all guest telephones in the system. When activated, Room-to- 
Room Blocking will cause 
all attempted guest room-to-room calls to be 
routed to the attendant. Once the call is intercepted, the attendant can 
then extend any call to the desired guest room (if necessary). 
To Set Room-to-Room Blocking: 
1. Press an idle m button. 
2. Dial the access code flI[) . 
3. Press them button. 
To Cancel Room-to-Room Blocking: 
1. Press an idle m button. 
2. Dial the access code flmj) . 
3. Press the m button. 
The Room-to-Room Blocking feature is inherent in PERCEPTION 
software. Once activated, the feature operation will be available. 
NOTE: Room-to-Room Blocking affects only telephones that are 
designated in the system database, as either guest telephones or 
executive suite telephones. Room-to-Room calls can still be made from 
facility staff telephones. 
None. 
Room-to-Room Blocking can be employed to prevent 
all guests from 
. . . 
receiving annoying calls late at nrgnr. 
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							Set/Clear Do Not Disturb Room Status 
DESCRlPTlON Set/Clear Do Not Disturb Room Status provides the attendant with the 
capability to set or clear Do Not Disturb room status. 
;at;nof a Particular Guest Room: 
2. Dial the guest room number. 
3. Dial the appropriate status access code. 
W Do Not Disturb Clear (- 11) . 
W Do Not Disturb Set fl 
E ) . 
4. Press them button. 
PROGRAMMING None. 
RELATED FEATURES R 
oom Status (Lodging/Health Care). 
BENEFITS This feature saves the attendant’s time when setting Do Not Disturb or 
clearing it from a guest room, without having to go to the room. 
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							PERCEPTION 
eaex 
ACD/MIS Features 
Issue 2, February 1992 
Section 200-255-680  
						

							Table of Confenfs 
FEATURE 
PAGE 
ACD/MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ................ 
8-l 
Multiple-Call Monitoring 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
8-10 
Multiple Overflow Destinations 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
8-12 
FIGURE LIST 
FIGURE 
SUBJECT 
PAGE 
1 
PERCEPTIONe,e,/MIS 
Interaction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 
8-9 
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							ACD/MIS 
DESCRIPTION A t u omatic Call Distribution (ACD) is an extremely efficient method for 
distributing inbound calls among one or more groups of call-handling 
agents. These agents can work in telemarketing, inside sales, customer 
service, or technical support groups, or in any other function in which a 
group of people handle a large volume of incoming calls. PERCEPTION’s 
ACD ensures that agent productivity is maintained at a high level, and that 
inbound callers are handled efficiently and effectively. 
Calls to an ACD group are routed to a pilot number and then queued to 
wait for an available agent in the group. Depending upon the application, 
agents may be available to take the call immediately, or the end-user may 
extend the productivity of the agents by having callers wait a 
predetermined average amount of time before being answered. While in 
queue, callers typically are provided messages encouraging them to wait 
to be answered. Music from the system’s music-on-hold device is often 
provided to make the waiting period more tolerable. 
PERCEPTION transmits data about the operation of the ACD system to 
the Management Information System (MIS) processor, where it can be 
stored on hard disk. This data is manipulated by the MIS processor and 
organized into four real-time reports and ten historical reports. The 
displays are provided to ACD group supervisors via terminals connected 
to the MIS processor. The reports can be called up for shift, hourly, daily, 
weekly, monthly, and annual periods, and can be either displayed at 
supervisor terminals, or printed out at printers connected to the MIS 
processor. 
PERCEPTION’s ACD capability is provided as a value-added module in 
D.04 and later versions of software. The MIS processor is an external 
application processor (proprietary computer) that connects to 
PERCEPTION by an RS-232 link. The MIS processor is available in a 
simple hardware platform that can be optionally configured to support a 
range of agent IDS and three different output configurations. 
The ACD feature provides the end-user with many important capabilities 
to satisfy call distribution requirements. The most important of these are: 
SYSTEM FEATURES 
16 ACD Groups: PERCEPTION will support up to 16 ACD groups, 
each with its own supervisor. 
256 Agent IDS: PERCEPTION utilizes an ID-based ACD system. 
This means that agents are not tied to particular telephone sets, 
making the feature more flexibly configurable to serve the needs of a 
wider range of application requirements. Up to 256 agent IDS can be 
assigned to a single agent, enabling that agent to log in and out of 
several ACD groups. 
128 Active Agents: Up to 128 of the possible 256 agent IDS can be 
active at any one time. Calls will be routed through the ACD queues 
for each group to these agents. 
Proprietary/Standard Telephone Sets: Agents and supervisors can 
use any type of telephone set, either proprietary digital or electronic 
telephones, or standard sets. However, because of the added 
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							ACD/MIS 
efficiency of the flexibly-assignable feature buttons and the important 
information provided by the display, Toshiba recommends that 
proprietary display sets be used for agent positions. 
q Inbound-call Routing: Calls can be routed into the ACD queues 
from any type of trunking-Central Office (Incoming, Bothways, 
WATS, or Foreign Exchange), Direct Inward Dialing, and TIE-across 
either analog, or Ti digital facilities. Calls can also be transferred into 
the ACD queue from the attendant console or any station in the 
system. 
W After-call Work Time: Allows ACD agents to automatically enter an 
after-call work mode after disconnecting from an ACD call. This is 
sometimes referred to as “wrap-up time,” and gives the agent a 
predetermined amount of time to complete work regarding the last 
ACD call (i.e., paperwork, order processing, filing, etc.). The agent 
position remains in this mode until the predetermined “After Call Work 
Time” expires, or the agent manually exits this mode. When an agent 
position is in after-call work mode, it is not available for ACD calls. 
This feature is available to agents only. 
II After-shift Service: Allows calls directed to the ACD group to be 
routed to a predefined answering position when all agents have 
logged out of the ACD mode. Each ACD group can be programmed 
with one after-shift answering position. This can be any one of the 
following: another ACD group, the attendant console(s), an audible 
signaling device (night bell), another PBX station, a voice mailbox, or 
an answering/announcement machine. The group will remain in after- 
shift service until at least one agent logs into the ACD group, at which 
time PERCEPTION will resume routing calls into the group. 
CALL DISTRIBUTION 
End-users can choose betwen two call-routing algorithms to deliver calls 
through the ACD-group queues to agents for handling. 
1. The first of these is true-ACD time-based routing. This algorithm 
attempts, over a period of time, to keep agents in the group on ACD calls 
for approximately the same length of time. This is known as Most-ldle- 
First. 
2. The second algorithm, which is call-based, attempts to deliver an 
equal number of calls to the agents in the group over a given time 
period. This is known as Next-Available-First. 
Most-Idle-First routing is appropriate for most call distribution applications, 
since it tends to maximize the productivity of individual agents and the overall 
efficiency of the entire group. However, some applications may need the 
specific capabilities of Next-Available-First routing. PERCEPTION allows the 
end-user to choose the call distribution method that best fits the application. 
E Data Collection and Reporting: PERCEPTION,&,, collects ACD- 
related real-time data and transfers it in packets to the MIS processor. 
The MIS processor organizes the information into real-time displays, 
statistics, and reports. The information collected includes ACD call 
activities (before and after answer), agent status, ACD queue 
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							ACD/MIS 
activities, and PBX call activities (non-ACD calls placed and 
received). 
n Delay Announcements and Music: Provides announcements and 
music to unanswered calls in queue at predetermined time intervals. 
The system provides flexible announcement patterns which can be 
individually assigned to each ACD group by the customer. Up to three 
different announcements can be programmed per group. 
n Each announcement may be customer-programmed. 
q The lengths of all music intervals are selected by each customer 
initially when the feature is programmmed. 
0 Calls connected to announcements will be synchronized to the 
beginning of the message. 
m Overflow: Allows the calls waiting in queue to be routed to another 
ACD group. Each ACD group can have one overflow group to act as 
a backup in the event that the originally-dialed ACD group is unable 
to handle the call. Each ACD group can be the overflow point for 
multiple ACD groups. Each ACD group queue is associated with an 
overflow threshold which governs the disposition of calls to be 
overflowed. Overflow can be set to occur after a user-specified time in 
queue. 
n When a call is forwarded due to an overflow, the total waiting time 
in queue and the announcement status (overflow disposition) will 
be carried into the overflow queue for further processing (e.g., 
statistics accumulation, call progress information displaying). 
n If the overflow group’s agents are all busy, the call will not 
overflow; it will remain in the original group. 
n Queuing: Each ACD group has its own queue. As calls arrive at an 
ACD group; if no agent positions are available, the calls enter and 
wait in queue until they are answered. Calls are unloaded from the 
queue on a first-in, first-out basis as the agents become available. 
While waiting in the queue, calls may receive announcements and 
music, and/or forward to an overflow group. 
AGENT FEATURES 
ACD Call Status Display: This feature provides ACD agents (using an 
electronic/digital telephone with LCD) with a visual indication of ACD 
call progress information in addition to the standard display operation. 
When an agent position is in ACD mode, the number of ACD calls 
waiting in queue will be shown on the LCD (the call status information 
will also be shown on the LCD). 
Assistance: Allows an ACD agent to call the supervisor position for 
assistance. Activation of this feature, while in the talk state, will 
automatically place the current ACD call on hold and initiate an 
assistance call to the supervisor position. As soon as the supervisor 
answers the call, the agent may establish a three-way conversation or 
may talk privately with the supervisor, and then return to the caller. 
Auto-answer with Zip Tone: When an ACD agent position is in auto- 
answer mode (electronic/digital telephone feature) while using a 
headset, the system will provide an audible burst of tone to the agent 
position before connecting the agent to the incoming ACD call. 
Intra-group Call Pickup: Allows ACD agents to answer ACD calls to 
other agents within their group. Access to this feature is controlled by 
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