Toshiba Strata Dk Acd Supervisor Guide

Telecommunication Systems Division
March 1999
Digital Business Telephone Systems
ACD Supervisor 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...

Strata DK ACD Supervisor 3/99i
Contents
Introduction
Organization ................................................................................................................ iii
Conventions ................................................................................................................ iv
Related Documents  ...................................................................................................... v
Chapter 1 – The Grand Tour
ACD Group Supervisor...

Contents
Chapter 2 - Features
iiStrata DK ACD Supervisor 3/99
Call Monitoring  ..........................................................................................................16
End of ACD Shift  .......................................................................................................18
New Shift  ................................................................................................................18
Night Transfer...

Strata DK ACD Supervisor 3/99iii
Introduction
This guide is designed to provide instructions for the ACD Supervisor 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 Supervisor features. This guide does 
not provide instructions for the ACD Agent features. See the Strata DK ACD Agent 
Guide for information about those telephone procedures.
Organization
This user guide is divided as follows:
©Chapter 1 –...

Introduction
Conventions
ivStrata DK ACD Supervisor 3/99
Conventions
NoteElaborates specific items or references other information.
Important!Calls attention to important instructions or information.
Letters in [brackets] represent buttons which have Directory Numbers on them. For 
example:
[PDN] represents a Primary Directory Number (also known as an Extension 
Number for your telephone.
[SDN] represents a Secondary appearance of a [PDN].  A [PDN] which 
appears on another telephone is considered an...

Introduction
Related Documents/Media
Strata DK ACD Supervisor 3/99v
Related Documents/Media
Refer to the appropriate user guide for information on your telephones non-ACD 
features. The following user guides are available for Strata DK telephones:
©Strata DK424 Call Center Solutions General Description provides a system 
overview, including hardware and feature information. Highlights the technology 
employed in operating the ACD Strata DK424 system.
©ACD Agent Guide describes the ACD agent feature...

Introduction
Related Documents
viStrata DK ACD Supervisor 3/99 

Strata DK ACD Supervisor 3/991
The Grand Tour1
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 DK system. Designated incoming calls bypass the attendant 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...

The Grand Tour
ACD Group Supervisor
2Strata DK ACD Supervisor 3/99
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 tone or rotary-type 
telephone.
Figure 1 ACD Supervisor Digital LCD Telephone
Mode Page Scroll
Liquid Crystal Display 
(LCD) Shows ACD 
Information
In this...