Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99257
Speed Dial Calling
Through the use of an “active keyboard,” the Attendant can access speed dial names or speed dial 
location numbers when dialing or transferring a call. When the Attendant types in a speed dial 
name or location number, the speed dial information is displayed for quick access. Up to 40 
personal numbers and 100 (800 with RCTUE/F) system numbers can be stored in the speed dial 
list.
The Attendant...

PC Attendant Console
PC Attendant Console Features
258Strata DK Feature Description 5/99
Three-way Calling
Three-Way Calling lets the Attendant talk with the source and destination parties simultaneously. 
This requires a connection with a station user or outside caller and a party on Consultation Hold. 
After placing a party on Consultation Hold and connecting to another party, the Attendant is 
engaged in a three-way conversation. The console display indicates the connection to both the 
source and...

PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99259
Through Dialing
Through Dialing enables an Attendant to provide a restricted station user with temporary outgoing 
call privileges. On a call-by-call basis, the Attendant can access otherwise denied trunks and then 
pass the dial tone to the station user. The station user can then complete the call dialing procedure. 
Through Dialing can be applied to callers using DISA and incoming Tie trunks, as well as to 
station...

PC Attendant Console
PC Attendant Console Features
260Strata DK Feature Description 5/99
Transfer Direct to Voice Mail
Transfer Direct to Voice Mail Box provides the Attendant Console Attendant a Transfer to Voice 
Mail (TVM) button, on screen and on keyboard, to transfer outside callers directly to a station 
user’s voice mailbox, rather than to their station which would forward to voice mail if busy or not 
answered.
This direct transfer to voice mail box function is used when the Attendant looks at...

PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99261
Trunk Group Control
Trunk Group Control enables the Attendant to restrict access to outgoing CO line groups on an as-
needed basis. This feature also lets the Attendant restrict outgoing calls on two-way CO line 
groups. 
The display shows the group number of all trunk groups in which all lines within that group are 
currently in use. Trunk groups with no members are always shown busy.
These capabilities enable...

PC Attendant Console
PC Attendant Console Features
262Strata DK Feature Description 5/99
Vo l u m e  C o n t r o l
The Volume Control buttons on screen adjust the Attendant Console’s ringing volume and               
handset/headset volume. The ringing volume and the handset/headset volume are adjusted 
separately. The Volume Up button increases the volume, while the Volume Down button decreases 
the volume.
Benefits
Provides volume adjustments according to the Attendant’s needs.
System Availability...

Strata DK Feature Description 5/99263
Automatic Call Distribution5
Strata DK424 Automatic Call Distribution (ACD) capability is provided as a value-added option 
with the RCTUBA/BB, RCTUC/D, and RCTUE/F processor versions. Each DK424 processor 
supports the following number of stations and CO lines.
©RCTUBA/BB – combination of up to 80 stations or 48 CO lines (up to 2 cabinets).
©RCTUC/D – combination of up to 240 stations or 144 CO lines (up to 6 cabinets).
©RCTUE/F – combination of up to 336 stations...

Automatic Call Distribution
ACD Operation
264Strata DK Feature Description 5/99
Figure 14 ACD and Auto Attendant Application Flow Diagram
ACD call centers can be telemarketing, inside sales, customer service, technical support, or any 
other group that handles a large number of incoming calls (see Figure 15).
Figure 15 Typical ACD Interaction
Incoming Call
ACD Group X
ACD PhDNACD Group Y
ACD Queue
(No Overflow Assignment)ACD Queue
Agent PhDN
• Distributed Hunt Group
• Station PDN, PhDN or CO Line
•...

Automatic Call Distribution
ACD Operation
Strata DK Feature Description 5/99265
ACD can distribute calls to all Agents in the group on a “Most Idle Agent Next”, so that over a 
given period of time, each Agent spends approximately the same amount of work time on ACD 
calls. Alternatively, ACD can distribute calls on a “First Available Agent Next” (rotation) basis, so 
over a given period of time, each Agent receives an equal number of ACD calls.
Callers waiting in queue can hear up to three different...

Automatic Call Distribution
ACD Operation
266Strata DK Feature Description 5/99
The combination of Call Center Viewer and SMIS enables you to add ACD supervisory display 
and reporting capabilities as you need them.  The Call Center Viewer application can work in 
conjunction with SMIS to provide the ideal solution for call centers needing historical reports, 
real-time displays, and electronic wall board messaging of call center ACD activity.
©The Call Center Viewer application can be used by itself in...