Toshiba Strata Dk Acd Supervisor Guide

Features
Logging In/Out
Strata DK ACD Supervisor 3/9913
NoteIf the Agent ID code is invalid, the telephone sends a busy tone, the Log In/
Out LED stops flashing and turns off, and the LCD displays 
LOG IN ERROR. 
Try to log in again.
ä
To cancel Agent log in
ä
Press the 
/RJ,Q2XWat any time.
ä
To log out (Agent)
When you log out as an Agent, the ACD features are deactivated on the telephone; 
however, the regular features still continue to work. After you have logged out, the 
$&&DOO button can be...

Features
Logging In/Out
14Strata DK ACD Supervisor 3/99
You can conveniently program an 6 button to provide one-touch access for 
monitoring Agents or the Queue (also see “Access Codes” on Page 23).
ä
To monitor Agent Status
1. Press 
$JHQW6WDWXVThe number of agents 
logged in is displayed.
YYY = Number of Agents 
logged in
…or [PDN] + 
 
+ 
;;.XX = ACD Group Number (01~16 for large systems 
and 01~08 for small systems) 
2. Press 
6FUROO. The agent’s status is 
displayed.
XXXX = Agent ID Number
WWWW...

Features
Logging In/Out
Strata DK ACD Supervisor 3/9915
ä
To view the status of another ACD group
ä
Press [PDN] + 
 + ;; (ACD Group number).
ä
To monitor Queue Status
1. Press 
4XHXH
6WDWXVThe number of calls 
waiting in the queue 
displays.
XXX = Number of calls 
waiting in the queue
…or [PDN] + 
 
+ 
;;.XX = ACD Group number (01~16 for large systems 
and 01~08 for small systems)
2. Press 
6FUROO. The first (oldest) call in 
the queue is displayed. 
The time is updated every 
5 seconds.
HH =...

Features
Call Monitoring
16Strata DK ACD Supervisor 3/99
ä
To end monitoring
ä
Press 
6SNU.
ä
To program the SD button for one-touch Agent Status
ä
To program the SD button for one-touch Queue Status
Call Monitoring
This feature enables you, as the Supervisor, to monitor conversations between an 
ACD Agent and caller. A one-way, listen-only path is established for the Supervisor 
only. The monitoring feature does not apply to Agent PBX or non-ACD calls.
A periodic tone and LCD message can be added to the...

Features
Call Monitoring
Strata DK ACD Supervisor 3/9917
ä
To monitor an ACD call
Notes
lIf the Agent is not on an ACD call, the one-way, listen-only path is silent.
l0RQLWRU$&&DOO only works when your telephone and a [PDN] are idle.
lThis feature is limited by the availability of conference channels. If there are 
no conference channels available, an reorder tone is heard.
You can continue monitoring the Agent’s ACD calls until you cancel the monitoring 
or the Agent logs out of the group.
äTo cancel...

Features
End of ACD Shift
18Strata DK ACD Supervisor 3/99
Call monitoring is also canceled if you make or answer a telephone call, or the Agent 
you are monitoring presses 
$&+HOS.
End of ACD Shift
You can use (QGRI$&6KLIW to activate an after-shift destination of an ACD 
Group. The after-shift destination is assigned in system programming. You must be 
logged in as a Supervisor to activate or cancel this feature. The after-shift destination 
can be another ACD Group, Auto Attendant, Message Device,...

Features
Night Transfer
Strata DK ACD Supervisor 3/9919
Night Transfer
Incoming calls to your group can be routed to different destinations, based on either 
two- or three-call routing (ringing) patterns which are set in system programming. The 
Night Transfer LED indicates the active routing pattern:
Up to four Night Transfer (
1LJKW7UDQVIHU) and Tenant Night Transfer (1LJKW
7UDQVIHUa
) buttons can be assigned and controlled independently. Check with 
the System Administrator for any additional...

Features
Night Transfer
20Strata DK ACD Supervisor 3/99
Night Transfer Lock
The 17/RFN button enables your telephone to lock the system into the “Day, Day 2, 
or Night” modes. This feature is assigned to your telephone in system programming, 
however,  the ACD Group Supervisor can lock the ring modes. You must use a 
password.
ä
To assign or change NT Lock password
ä
To lock Night Transfer1. Press a [DN] + 
; with the 
handset on-hook.The LCD prompts you to 
enter a four-digit pass 
code.
X =...

Features
Reset Queue Alarm
Strata DK ACD Supervisor 3/9921
Reset Queue Alarm
During queue operation, the number of unanswered ACD calls waiting in the queue, 
and the amount of time the calls have been waiting is constantly monitored by the 
system. An alarm is generated when calls waiting in the queue exceed preset 
conditions. Your system installer can specify the following types of alarm in system 
programming: 
©Single alarm (immediate without a timer) – an interrupted beep tone alerts you 
when the...

Features
Supervisor Auto Log In
22Strata DK ACD Supervisor 3/99
If the alarm condition still exists when the alarm-guard timer expires, a second alarm 
is generated to alert you. The Queue Alarm must be reset again.
Supervisor Auto Log In
This feature enables you to log in automatically when you use a one-touch 6 button. 
6XSYU$XWR/RJ,Q does not replace /RJ,Q2XW on your telephone.
ä
To program your SD button for one-touch log in
ä
Press 
5HGLDO + 6 + [PDN] +  + ;;;; + 5HGLDO (XXXX = 
Supervisor...