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 used to make and receive non-ACD calls only, and they are 
not registered as ACD or PBX calls.
Agent/Queue Status
Agent Status allows you to monitor the status (Available, Unavailable, etc.) of each 
Agent logged into your ACD Group. The Queue Status feature enables you to view 
the number of calls and the amount of time each has been waiting in the queue for a 
specific ACD Group. You have to be logged in as a Supervisor to use this feature. You 
can also view the status of other ACD Groups.2. Enter your four-digit 
Agent ID code.A one-second burst of 
dial tone confirms 
successful log in.
The Log In/Out LED 
turns steady red, and the 
LCD displays the 
information as shown on 
the right.
ä
Press 
/RJ,Q2XWThe Log In/Out LED turns off.
...or [PDN] + 

and hang up.
NoteLog In/Out 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.
QUE# YYY AGT GPXX
JUN 16 WED 02:27 
						

							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 = Agent telephone [PDN]
Z~Z = Agent Status, which can be:
©AVAIL (Available to receive ACD calls)
©UNAVAIL (Unavailable to receive ACD calls)
©AFTER CALL (After Call)
©TA L K (Talking or holding on ACD Call)
©LOG OUT (Logged Out)
©PBX CALL (Talking or holding on a PBX Call)
Notes
©If the Agent’s status changes, the LCD changes to 
reflect the new status.
©If an Agent is talking on a non-ACD call, the status 
is displayed as 
AVA I L (Available) and ACD calls 
are forwarded from the queue to the Agent.
NUMBER OF AGENTS
LOGGED IN : YYY
ID XXXX/NO. WWWW
STAT : ZZZZZZZZZZZZZ 
						

							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 = Hours
MM = Minutes
SS = Seconds
Each time 
6FUROO is 
pressed, the next oldest 
call in the queue is 
shown.
3. Press 
6FUROO. A call in the queue is 
answered by an Agent 
and is displayed on your 
LCD.
...or, if an ACD call 
disconnects while 
currently on your 
LCD, press 
6FUROO
The CANCEL status is 
displayed.
NUMBER OF CALLS
IN QUE: XXX
LINE XXX QUEUE
TIME HH:MM:SS
LINE XXX QUEUE
TIME HH:MM:SS
LINE EXIT QUEUE
PRESS SCROLL
LINE XXX CANCEL
TIME 00:00:15 
						

							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 Agent’s telephone to indicate 
that you are monitoring the call. These options are provided by system programming.
Important!This feature is only intended for ACD Supervisors, so the Supervisor 
log in ID code should be kept confidential to prevent unauthorized use 
of this and other Supervisor features. ...or, if an ACD call 
overflows while 
displayed on your 
LCD, press 
6FUROO.The 
OVERFLOW status is 
displayed.
ä
Do not lift the handset 
and press 
5HGLDO + 
6 + ;;  + 
5HGLDO.The 
6 button is now programmed to monitor Agent 
Status and should be labeled as 
$JHQW6WDWXV.
XX = ACD Group Number (01~16 for large systems 
and 01~08 for small systems)
ä
Do not lift the handset 
and press 
5HGLDO + 
6 + ;;  + 
5HGLDO.The 
6 button is now programmed to monitor Queue 
Status and should be labeled as 
4XHXH6WDWXV.
XX = ACD Group Number (01~16 for large systems 
and 01~08 for small systems).
LINE XXX OVERFLOW
TIME 00:00:15 
						

							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$&&DOO only works when your telephone and a [PDN] are idle.
lThis feature is limited by the availability of conference channels. If there are 
no conference channels available, an reorder tone is heard.
You can continue monitoring the Agent’s ACD calls until you cancel the monitoring 
or the Agent logs out of the group.
äTo cancel ACD call monitoring
äPress 
6SNU
…or hang up. ä
Press 
0RQLWRU$&
&DOO
 + ;;;;
Dial tone is heard and a 
[PDN] LED lights. 
...or [PDN] + 
 
+
;;;;.XXXX = Agent ID code
You hear a short tone 
every 15 seconds.
The duration of the call 
(
HH:MM:SS) replaces the 
AGT XXXX display 15 or 
60 seconds into the call.
If the Agent logs out 
while being monitored, 
your telephone receives a 
busy tone and the 
message on the right 
displays on the LCD.
QUE# 000 SUP GP01
ENTER AGT ID
QUE# 000 SUP GP01
MONITOR AGT XXXX
QUE# 000 SUP GP01
MONITOR HH:MM:SS
QUE# 000 SUP GP01
AGT LOG OUT 
						

							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, or Voice Mail.
If there are calls waiting in the queue, the last Agent of the group is not allowed to log 
out, but new calls are forwarded to the after-shift destination. The LED flashes to 
indicate that Agents are logged in.
New Shift
If your ACD Group is in the after-shift mode and no Agents are logged in, any Agent 
that logs into the group starts a new shift. If all of your Agents did not log out, your 
End of ACD Shift LED flashes until 
(QGRI$&6KLIW is pressed or all of the 
Agents log off. When the End of ACD Shift LED turns off, ACD calls are directed to 
the Agents.
Important!All Agents must be logged out of the previous shift before the new shift 
can start. ä
Press 
(QGRI$&
6KLIW
...or [PDN] + .The End of ACD Shift LED turns on. 
						

							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 information.
ä
To enable/disable Night Transfer
Three-Pattern Two-Pattern
DAY OFF OFF
DAY 2 FLASH N/A
NIGHT ON ON
ä
Press 1LJKW
7UDQVIHU
 to toggle 
Night Transfer
ON/OFF (two-ring 
pattern)The Night Transfer LED is ON if you are programmed 
for a two-ring pattern.
...or, if your system is 
programmed for 
three-ring patterns, 
the LED will flash 
instead. Press 
1LJKW
7UDQVIHU
, again 
(three-ring pattern), 
to activate Night 
Mode.You are in Day2 Mode. The LED indicators for 
three-ring patterns are: Night Mode (LED is ON); Day 
Mode (LED is OFF; and Day2 Mode (LED is 
flashing).
The Night Transfer LED is ON. 
						

							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 = Tenant 1~Tenant 4 
CO line groups
2. Enter a four-digit 
password.As you enter the 
password, the digits 
display on the LCD.
3. Press 
5HGLDO. You hear confirmation 
tone.
4. Hang up. The password is assigned.
1. Press 
17/RFN. The NT Lock LED 
flashes. The LCD 
prompts you to enter your 
password.
2. Enter your password 
and press 
17/RFN 
again.
YYYY = Password digits
NO.200
ENTER PASS CODE
NO.200
                            XXXX
NO.200
DATA PROGRAMMED
NO.200
JAN 15       WED 02:00
NO.200
ENTER    PASSWORD
NO.200
                            YYYY 
						

							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 number of calls in queue is greater than a preset threshold.
©Two-layer alarm – a beep tone alerts you when the number of calls in queue 
exceeds the:
IQueue alarm timer -1 and is greater than a preset threshold (interrupted 
beep tone). 
IQueue alarm timer -2 and is greater than a preset threshold which is 
greater than the alarm 1 threshold (continuous beep tone). 
The Reset Queue Alarm LED flashes.
ä
To reset the Queue AlarmIf the correct password is 
entered, the NT Lock 
LED remains steady red 
and 
NT LOCK displays.
If an incorrect password 
is entered, the NT Lock 
LED turns OFF.
Press 
5HVHW4XHXH
$ODUP
.The audible alarm stops, and the alarm-guard timer 
starts. The LED flashes until the alarm is reset.
NoteIf the alarm-guard timer is disabled in system 
programming, 
5HVHW4XHXH$ODUP 
functions only as an indicator and does not reset 
the Queue Alarm.
NT LOCK
JAN 15       WED 02:00 
						

							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 ID code).
Transfer to ACD Group
This feature enables you to transfer CO line calls (non-ACD or ACD) to an ACD 
Group using your one-touch 
6 button.
ä
To program your SD button for one-touch Transfer to ACD Group
ä
Press 
5HGLDO+ 6 + &QI7UQ + ;; + 5HGLDO (XX = ACD Group 
number 01~16 for large systems and 01~08 for small systems).