Toshiba Strata Dk Acd Supervisor Guide

							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 
functions quickly and easily. These buttons are explained in Ta b l e  1.
Table 1 Fixed Button Definitions 
ButtonDefinition
&QI7U Q
(Conference/
Transfer)Sets up conference and transfer calls.
+ROGHolds internal or outside calls. The Line LED flashes green at the internal 
hold rate.
0LF
(Microphone)Toggles the microphone ON/OFF while the telephone is in use. The LED 
indicates the status of the microphone.
0VJ
(Message)Calls back the station or voice mail device that activated the LED.
5HGLDODials the number that you originally called (use the same [DN] or Line that 
you used to dial the original number).
6SNU
(Speaker)Toggles the speaker ON/OFF. The LED indicates the status of the speaker.
9R O
s
9R Ot
Adjusts volume levels. 
						

							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
3LFNXSPicks up ACD calls ringing at any Agent’s telephone in the same group. 
The calls are no longer registered as an ACD call.
$JHQW6WDWXVDisplays the status of Agents in a particular ACD Group. Use 6FUROO to 
step through the status of agents in the group.*
(QGRI$&
6KLIWActivates the after-shift service of an ACD Group and directs all new 
incoming ACD calls to a pre-assigned destination.
0RQLWRU$&
&DOOMonitors (listens to) an ACD call.
1LJKW7UDQVIHU
17/RFNRoutes incoming calls to/from an ACD group during different times of the 
day. These buttons are not always needed by ACD Supervisors.
4XHXH6WDWXVDisplays how many calls are waiting in the queue for a particular ACD 
Group and how long each call has been waiting.*
5HVHW4XHXH
$ODU PResets the queue alarm and its timer.
6XSYU$XWR
/RJ,QEnables you to automatically log into the ACD Group as a Supervisor.*
7UDQVIHUWR
$&*URXSTransfers CO line calls (non-ACD or ACD) into an ACD Group.
* 
						

							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 number (210) displays. 
Soft Keys
If you have a Strata 2000-series LCD telephone, the Soft Key features are deactivated 
during the time that you are logged in as an ACD Supervisor. Only ACD displays are 
functional during ACD telephone sessions. When you log out of the ACD Group, Soft 
Key features become available again. Refer to the Strata DK Digital Telephone User 
Guide for more information on Soft Keys.
Table 3 Directory Button Definitions 
ButtonDefinition
[PDN]
Primary Directory 
NumberYour specific extension or intercom number used to make or receive 
calls. Your telephone can have up to four [PDN] buttons with your 
number. You can set Call Forward and Voice Mail ID code for your 
[PDN].
[SDN]
Secondary Directory 
NumberThis number is a [PDN] of another telephone which appears on your 
telephone. You cannot set Call Forward and Voice Mail ID code for 
[SDNs] on your telephone.
[PhDN]
Phantom Directory 
NumberUp to eight [PhDNs] can be dedicated to a station or shared by a 
group of stations. One example of a [PhDN] use is when the [PhDN] is 
a common phone number for an entire department, ringing on all of 
the telephones of the group when it is called.
You can only set Call Forward and Voice Mail ID code for [PhDNs] that 
are owned by your telephone.
You can have a separate 0VJ button and mailbox for up to four 
[PhDNs] on your telephone.
DN = 210 
						

							The Grand Tour
Soft Keys
6Strata DK ACD Supervisor 3/99 
						

							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 telephone features are:
©Agent/Queue Status
©Call Monitoring
©End of ACD Shift
©Night Transfer
©NT Lock
©Reset Queue Alarm
©Supervisor Auto Log In
©Transfer to ACD Group
The ACD Agent features assignable to the ACD Supervisor’s telephone are outlined 
in detail in the Strata DK ACD Agent Guide. 
						

							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 Forwarding – Your primary and non-ACD [PhDNs] can set Call Forwarding. 
The Agent assistance calls do not forward, but do ring at your station [PDN]. All 
other types of calls forward from your [PDN] normally.
©Message and Display – Soft Key labels and LCD messages unrelated to ACD do 
not display at your station. All other types of messages do display.
©Station Do Not Disturb – The Station DND feature can be activated when your 
station is an ACD Supervisor station. DND applies to all calls directed to the 
[PDN]. Agent telephones must have the DND Override feature to request 
assistance if your telephone is in the DND mode.
©Executive Override – If an Agent is talking on an ACD or PBX call, executive 
override of ACD/PBX calls is not allowed, but the Supervisor can call the Agent’s 
[PDN] or an idle [PhDN].
©Agent Assistance – If you are busy, but one [PDN] is idle, your Agent can still 
ring you for assistance. Up to four [PDNs] are available on a Supervisor station.
As a Supervisor you may want to receive ACD calls to assist agents during peak call 
load periods. To do this your Supervisor telephone must have an assigned 
$&&DOO 
button before it can function as an Agent telephone. 
						

							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 activated, or when the Agent does not respond to two successive ACD 
calls.
©After Call – The After Call Work Time feature is automatically activated 
(assigned in system programming) after each ACD call to allow the Agent to do 
paperwork. The Agent can receive non-ACD or PBX calls, but not ACD calls 
during After Call Work Time.
©Talk – If your Agent is on an ACD call or has one on hold, they can still make or 
receive non-ACD calls on other [DNs] or 
&2/LQH buttons. The Agent cannot 
make/receive PBX calls.
©Log Out – If your Agent is logged out of the ACD Group, they can still receive 
and make non-ACD calls, but not ACD or PBX calls.
©PBX Call – When your Agent is talking on a PBX call or has one on hold, they 
can still make or receive non-ACD calls on other [DNs] or 
&2/LQH buttons. The 
Agent cannot receive ACD calls.
For more information, see “Agent/Queue Status” on Page 13. 
						

							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 call by hanging up.
You can also participate in a three-way conversation with the Agent and the ACD 
caller when the Agent presses 
&QI7U Q after you answer the ACD Help call. 
For this feature to work, your telephone must be logged in with the Supervisor ID 
code of the same Group as the Agent requesting help.
ä
To assist an agent
Notes

lYour telephone can be equipped with up to four [PDN] buttons to 
accommodate ACD Help calls while busy on another call.
lIf your telephone is in the DND mode when an Agent presses $&+HOS, the 
Agent receives DND busy tone. If the Agent’s telephone has been 
programmed to allow DND Override (system option), the Agent can dial 
 to 
override your DND. Call Monitor cancels after answering an ACD Help call. ä
Press the flashing 
[PDN].The [PDN] LED is on. 
Your LCD displays the 
message on the right.
XXXX = ID number of the 
Agent requesting help.
On the Agent’s telephone, 
the ACD call is 
automatically placed on 
consultation-hold.
QUE# 000 SUP GP01
HELP! AGT XXXX
QUE# 014 SUP GP01
JUN 16 WED 02:27 
						

							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 telephone can only be logged in as an Agent or Supervisor, but not both. 
If you log in as an Agent, your station is available for incoming ACD calls. You must 
log in as an ACD Supervisor to access to your Supervisor features.
Supervisor Log In/Out
1. Press /RJ,Q2XW
...or [PDN] + .The Log In/Out LED 
flashes red, and the LCD 
prompts you for your ID 
code.
2. Enter your Supervisor 
ID code and press 
6SNU
...or hang up if you 
used [PDN] + 
.The Log In/Out LED lights steady red, or you hear a 
one-second burst of dial tone if you used the [PDN] + 
 log in method.
NoteA fast busy tone means that your log in was 
unsuccessful, and the LCD displays 
LOG IN 
ERROR
. Repeat Step 1.
The successful log is 
displayed on your LCD 
(shown on the right).
YYY = Number of calls in the queue
XX = Number of the ACD Group (01~16)
NO. 203
ENTER ID CODE
QUE#YYY   SUP GPXX
JUN 16 WED 02:27 
						

							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 log out. 
However, if Agents are still logged in and you did not end the shift before logging out, 
the ACD calls are still sent to the ACD Group. It is not necessary for a telephone to be 
logged in as Supervisor to allow ACD calls to be sent to Agent telephones.
Agent Log In/Out
When logged in as a Supervisor, ACD calls do not ring on your telephone; but you can 
pick up an ACD call ringing at an Agents station. If a Supervision telephone picks up 
an ACD call ringing an Agent telephone, the call is no longer tracked on ACD MIS 
reports. You can log into the system as an Agent. If you log in as an Agent, the 
telephone cannot operate as a Supervisor station.
Your telephone must have an 
$&&DOO button to act as an Agent. ä
Press the 
/RJ,Q2XW
...or [PDN] + , 
then hang up.The Log In/Out LED turns off. Note
/RJ,Q2XW only works during an idle or non-
ACD status. If your station is in any other status, 
the system ignores your Log In/Out request.
1. Press 
$&&DOO, then 
/RJ,Q2XW
The ACD Call LED is 
steady green, the Log In/
Out LED flashes red, and 
the LCD prompts you to 
enter an ID code.
…or 
$&&DOO + 
.
NO. 203
ENTER ID CODE