Toshiba Strata Dk Acd Supervisor Guide
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Page 11
The Grand Tour Buttons Strata DK ACD Supervisor 3/993 Buttons There are two sets of buttons: fixed and flexible. The fixed buttons (e.g., 0LF, 0VJ, 5HGLDO, +ROG, &RQI7U Q, 9R Os , and9ROt ) are standard to every Strata DK 2000- series telephone (see Figure 1). The flexible buttons consist of Directory Number and ACD feature buttons. The number of pre-programmed flexible buttons varies by telephone. Fixed Buttons The fixed buttons are located on your dial pad and enable you to perform standard...
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The Grand Tour
Buttons
4Strata DK ACD Supervisor 3/99
Flexible Buttons
The buttons described in Ta b l e 2 are specific to the ACD Supervisor’s telephone (also
see examples in Figure 1).
* Must be programmed using 6 buttons for one-touch access. (See Appendix for instructions.)
NoteToshiba recommends that Supervisor telephones have at least two [PDN]
buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/
Queue Status.
Table 2 Flexible Button Definitions
ButtonDefinition
$&&DOO...](http://img.usermanuals.tech/thumb/76/86549/w300_toshiba-strata-dk-systems-acd-supervisor-guide_d-11.png "Page 12
The Grand Tour
Buttons
4Strata DK ACD Supervisor 3/99
Flexible Buttons
The buttons described in Ta b l e 2 are specific to the ACD Supervisor’s telephone (also
see examples in Figure 1).
* Must be programmed using 6 buttons for one-touch access. (See Appendix for instructions.)
NoteToshiba recommends that Supervisor telephones have at least two [PDN]
buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/
Queue Status.
Table 2 Flexible Button Definitions
ButtonDefinition
$&&DOO...")
The Grand Tour Buttons 4Strata DK ACD Supervisor 3/99 Flexible Buttons The buttons described in Ta b l e 2 are specific to the ACD Supervisor’s telephone (also see examples in Figure 1). * Must be programmed using 6 buttons for one-touch access. (See Appendix for instructions.) NoteToshiba recommends that Supervisor telephones have at least two [PDN] buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/ Queue Status. Table 2 Flexible Button Definitions ButtonDefinition $&&DOO...
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The Grand Tour
Soft Keys
Strata DK ACD Supervisor 3/995
Directory Number [DN] Buttons
The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer
calls and are known as your extension or intercom number. You can have multiple
[DN] buttons on your telephone (Figure 1), including [DNs] belonging to another
telephone, [SDNs].
If you have an LCD telephone, you can find out the actual
Directory Number of a [DN] button by pressing the [DN] you
want to display and dialing
. The...](http://img.usermanuals.tech/thumb/76/86549/w300_toshiba-strata-dk-systems-acd-supervisor-guide_d-12.png "Page 13
The Grand Tour
Soft Keys
Strata DK ACD Supervisor 3/995
Directory Number [DN] Buttons
The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer
calls and are known as your extension or intercom number. You can have multiple
[DN] buttons on your telephone (Figure 1), including [DNs] belonging to another
telephone, [SDNs].
If you have an LCD telephone, you can find out the actual
Directory Number of a [DN] button by pressing the [DN] you
want to display and dialing
. The...")
The Grand Tour Soft Keys Strata DK ACD Supervisor 3/995 Directory Number [DN] Buttons The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer calls and are known as your extension or intercom number. You can have multiple [DN] buttons on your telephone (Figure 1), including [DNs] belonging to another telephone, [SDNs]. If you have an LCD telephone, you can find out the actual Directory Number of a [DN] button by pressing the [DN] you want to display and dialing . The...
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The Grand Tour Soft Keys 6Strata DK ACD Supervisor 3/99
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Strata DK ACD Supervisor 3/997 Features2 This chapter lists the features available on the ACD Supervisor telephone in alphabetical order beginning on Page 13. These features can be performed on 10- or 20-button digital and electronic telephones. Music and announcement devices can also be connected for use with your ACD system. It is highly recommended that you have a telephone equipped with an LCD, because the LCD displays important information about the ACD system and group. The ACD Supervisor...
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Features Feature Interaction 8Strata DK ACD Supervisor 3/99 Feature Interaction Strata DK provides the ACD features from system-resident software. Some station features are changed when a station is activated as an ACD Agent or Supervisor. Standard station capabilities are determined by your station class of service. You can still use the standard station buttons: &QI7U Q, +ROG, 5HGLDO, 0LF, 0VJ, and 6SNU. The features listed below are affected when your station is logged in as Supervisor: ©Call...
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Features
Agent Telephone Status
Strata DK ACD Supervisor 3/999
Agent Telephone Status
ACD Agents can make and receive different types of calls depending upon the status
of their ACD telephone. The current status is displayed on your LCD when you use
your Agent Status feature.
©Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and
non-ACD or PBX calls to other [DNs] can be made and received.
©Unavailable – Your Agent is unavailable to take ACD calls when 8QDYDLODEOH
has been...](http://img.usermanuals.tech/thumb/76/86549/w300_toshiba-strata-dk-systems-acd-supervisor-guide_d-16.png "Page 17
Features
Agent Telephone Status
Strata DK ACD Supervisor 3/999
Agent Telephone Status
ACD Agents can make and receive different types of calls depending upon the status
of their ACD telephone. The current status is displayed on your LCD when you use
your Agent Status feature.
©Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and
non-ACD or PBX calls to other [DNs] can be made and received.
©Unavailable – Your Agent is unavailable to take ACD calls when 8QDYDLODEOH
has been...")
Features Agent Telephone Status Strata DK ACD Supervisor 3/999 Agent Telephone Status ACD Agents can make and receive different types of calls depending upon the status of their ACD telephone. The current status is displayed on your LCD when you use your Agent Status feature. ©Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and non-ACD or PBX calls to other [DNs] can be made and received. ©Unavailable – Your Agent is unavailable to take ACD calls when 8QDYDLODEOH has been...
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Features
Agent Assistance
10Strata DK ACD Supervisor 3/99
Agent Assistance
An Agent in your ACD Group can call you for assistance by pressing the $&+HOS
button on their station. ACD Help rings the Supervisor’s [PDN] and takes priority
over other ACD calls/functions and, in some cases, the Agent can override your Do
Not Disturb (DND) setting (if assigned in programming). The ACD Help feature
enables you to talk to the:
©Agent with the ACD call on hold.
©ACD caller with the Agent dropping out of the...](http://img.usermanuals.tech/thumb/76/86549/w300_toshiba-strata-dk-systems-acd-supervisor-guide_d-17.png "Page 18
Features
Agent Assistance
10Strata DK ACD Supervisor 3/99
Agent Assistance
An Agent in your ACD Group can call you for assistance by pressing the $&+HOS
button on their station. ACD Help rings the Supervisor’s [PDN] and takes priority
over other ACD calls/functions and, in some cases, the Agent can override your Do
Not Disturb (DND) setting (if assigned in programming). The ACD Help feature
enables you to talk to the:
©Agent with the ACD call on hold.
©ACD caller with the Agent dropping out of the...")
Features Agent Assistance 10Strata DK ACD Supervisor 3/99 Agent Assistance An Agent in your ACD Group can call you for assistance by pressing the $&+HOS button on their station. ACD Help rings the Supervisor’s [PDN] and takes priority over other ACD calls/functions and, in some cases, the Agent can override your Do Not Disturb (DND) setting (if assigned in programming). The ACD Help feature enables you to talk to the: ©Agent with the ACD call on hold. ©ACD caller with the Agent dropping out of the...
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Features
Logging In/Out
Strata DK ACD Supervisor 3/9911
lIf one of your telephone’s [PDNs] is busy on another call or in the monitor
mode, the Help call automatically busy-overrides an idle [PDN] and a mute
ring sounds on your telephone.
lIf the Agent drops out of a three-way assistance call leaving the ACD caller
and Supervisor connected, the call is no longer tracked on ACD MIS reports.
Logging In/Out
You can log in and out as an ACD Supervisor or Agent by entering ID codes at your
station. Your...](http://img.usermanuals.tech/thumb/76/86549/w300_toshiba-strata-dk-systems-acd-supervisor-guide_d-18.png "Page 19
Features
Logging In/Out
Strata DK ACD Supervisor 3/9911
lIf one of your telephone’s [PDNs] is busy on another call or in the monitor
mode, the Help call automatically busy-overrides an idle [PDN] and a mute
ring sounds on your telephone.
lIf the Agent drops out of a three-way assistance call leaving the ACD caller
and Supervisor connected, the call is no longer tracked on ACD MIS reports.
Logging In/Out
You can log in and out as an ACD Supervisor or Agent by entering ID codes at your
station. Your...")
Features Logging In/Out Strata DK ACD Supervisor 3/9911 lIf one of your telephone’s [PDNs] is busy on another call or in the monitor mode, the Help call automatically busy-overrides an idle [PDN] and a mute ring sounds on your telephone. lIf the Agent drops out of a three-way assistance call leaving the ACD caller and Supervisor connected, the call is no longer tracked on ACD MIS reports. Logging In/Out You can log in and out as an ACD Supervisor or Agent by entering ID codes at your station. Your...
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Features Logging In/Out 12Strata DK ACD Supervisor 3/99 You can program an 6 button as your 6XSYU$XWR/RJ,Q for one-touch dialing of the sequence outlined above see “Supervisor Auto Log In” on Page 22. The 6 button should be labeled as 6XSYU$XWR/RJ,Q. ä To cancel Supervisor log in ä Press /RJ,Q2XWat any time. ä To log out (Supervisor) To begin your log out, the Log In/Out LED must be steady red. All Supervisor feature buttons ( 0RQLWRU$JHQW, 4XHXH6WDWXV, etc.) are deactivated after you...