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 equipment design 
or components as engineering or manufacturing methods may 
warrant.
DKA-UG-ACDSP-VB
Version A, April 1998
Version B, March 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 Supervisor 3/99i
Contents
Introduction
Organization ................................................................................................................ iii
Conventions ................................................................................................................ iv
Related Documents  ...................................................................................................... v
Chapter 1 – The Grand Tour
ACD Group Supervisor ................................................................................................ 1
Buttons ......................................................................................................................... 3
Fixed Buttons  ............................................................................................................ 3
Flexible Buttons  ........................................................................................................ 4
Directory Number [DN] Buttons  .............................................................................. 5
Soft Keys ......................................................................................................................5
Chapter 2 – Features
Feature Interaction  ....................................................................................................... 8
Agent Telephone Status  ............................................................................................... 9
Agent Assistance  ........................................................................................................ 10
Logging In/Out ........................................................................................................... 11
Supervisor Log In/Out  ............................................................................................ 11
Agent Log In/Out .................................................................................................... 12
Agent/Queue Status  ................................................................................................ 13 
						

							Contents
Chapter 2 - Features
iiStrata DK ACD Supervisor 3/99
Call Monitoring  ..........................................................................................................16
End of ACD Shift  .......................................................................................................18
New Shift  ................................................................................................................18
Night Transfer  ............................................................................................................19
Night Transfer Lock  ................................................................................................20
Reset Queue Alarm  ....................................................................................................21
Supervisor Auto Log In  ..............................................................................................22
Transfer to ACD Group ..............................................................................................22
Appendix
Access Codes ..............................................................................................................23
Index................................................................................................................................25 
						

							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 – Grand Tour describes each available ACD Supervisor feature 
button. 
©Chapter 2 – Features provides a description and step-by-step operational 
procedure for each individual ACD Supervisor feature.
©Appendix – Access Codes provides instructions for programming a sequence of 
steps or access codes to the feature buttons. 
						

							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 [SDN].
[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].
([WUDEROGrepresents buttons on a telephone.
~means “through”
+ is used for multiple key entries.
ädenotes the step in a one-step procedure. äThe left column 
gives you the 
single or 
numbered steps 
you need to 
perform a 
procedure. 
These steps 
apply to both 
mouse or 
keyboard use.The right column gives the immediate response to 
your action. This column also includes additional 
notes and comments. 
						

							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 operation along with step-
by-step procedures for using features.
©Digital Telephone User Guide provides all the procedures necessary to operate 
Toshiba-proprietary digital telephones, including Liquid Crystal Display (LCD) 
features. It also includes instructions for using the add-on module/DSS console.
©Digital Telephone Quick Reference Guide provides a quick reference for 
frequently-used digital telephone features.
©Electronic Telephone User Guide explains all the procedures necessary to 
operate Toshiba-proprietary electronic telephones, including all LCD features. 
Does not apply to the Strata DK14 system. It also includes instructions for using 
the electronic DSS console.
©Electronic Telephone Quick Reference Guide provides a quick reference for 
frequently-used electronic telephone features. Does not apply to the Strata DK14 
system.
©Standard Telephone User Guide explains all the procedures necessary to operate 
rotary dial and push-button standard telephones.
©Strata DK Library CD-ROM enables you to view, print, navigate and search 
publications for Strata DK14, DK40 and DK424 digital business telephone 
systems. It also includes Strata DK424 ACD Documentation, including the Strata 
DK424 Call Center Solutions General Description, ACD Agent Guide and ACD 
Supervisors Guide. ACD Installation and Programming instructions are included 
in the Strata DK Installation and Maintenance Manual and Programming 
Manual.
acsb_int.fm  Page v  Tuesday, May 11, 1999  9:41 AM 
						

							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 
proprietary digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The 
LCD provides important information about the ACD Group or an individual Agent’s 
activities.
The buttons on your Supervisor Telephone can be programmed to perform different 
tasks for you. For example, 
$JHQW6WDWXV and/or 4XHXH6WDWXV can be 
programmed for one-touch access using Speed Dial (
6) buttons. When you use these 
buttons, the Agent and/or Queue Status is displayed on the LCD.
Other features are assigned to the flexible buttons on your telephone; for example, 
5HVHW4XHXH$ODUP which signals you when too many calls are waiting in queue 
and 
0RQLWRU$&&DOO which monitors Agents conversations on ACD calls.
A list of flexible ACD feature buttons is on Page 4. The button names are 
recommended by Toshiba. If your ACD feature button names are different, see your 
telephone System Administrator for their definitions. 
						

							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 example, 
Agent buttons are 
shown in white.
Supervisor buttons 
are shaded.
The Agent/Queue 
Status button 
sequence is stored 
on Speed Dial 
buttons
for One-touch 
Access.
[PDN] = Primary 
Directory Number 
button (usually on 
the Extension 
Number of your 
telephone).
There can be up to 
four [PDNs] on a 
telephone.
0139
Do Not
Disturb
End of
ACD Shift Night
Transfer
Monitor
ACD Call
Reset
Queue Alarm
Queue
Status
Agent
Status
Transfer to
ACD Grp
Supvr Auto
Log in
[PDN]
207-1 Speed
Dial
NT Lock
Log In/Out
ACD Call
Pickup
Work
Unit
Unavailable
End After
Call Work
ACD
Help
ACD
Call (PhDN)[PDN]
207-2