Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD Operation
Strata DK Feature Description 5/99267
Table 16 Maximum Number of ACD Agents Allowed without MIS (RCTUBA/BB)
Light Traffic
15 calls per agent per hourMedium Traffic
30 calls per agent per hour Heavy Traffic
60 calls per agent per hour
Agent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
Telephones
80 0 80 0 70 0
70 10 70 10 65 15
60 20 60 20 60 20
50 30 50 30 55 25
40 40 40 40 50 30
30 50 30 50 40 40
20 60 20 60...

Automatic Call Distribution
ACD Operation
268Strata DK Feature Description 5/99
Notes
lFor the purpose of these tables, Agent calls are defined as ACD incoming, PBX incoming and 
outgoing, and external/internal calls. If an ACD call is transferred, then two calls are created, 
one ACD and one PBX.
lThe maximum number of Agents shown in these tables is limited by the amount of MIS data 
traffic sent from Strata DK. If there are more than 1,000 Agent calls in a heavy-traffic hour, the 
MIS channel must be...

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99269
ACD System Features
An ACD group is usually composed of a number of agents handling similar types of incoming 
calls. Each ACD group is identified by an ACD group number.
Agents in each ACD group are identified by agent ID numbers. Agents log into the system by 
entering their ID from any telephone. This means agents are not tied to particular telephone sets, 
providing the flexibility to serve most any applicaiton....

Automatic Call Distribution
ACD System Features
270Strata DK Feature Description 5/99
After Shift Service
When an ACD group is in the After Shift mode, callers calling the ACD group are routed to the 
group’s designated After Shift destination. Each group can have the same or different After Shift 
destinations. The After Shift destinations can be any of the following:
©A designated station or group of stations
©Another ACD group
©An announcement
©An Auto Attendant
©An Attendant Console
©A signaling...

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99271
Automatic Disconnect
Loop start CO lines do not reliably and automatically release when a caller hangs up. With the 
Automatic Disconnect feature, the user has the option to automatically disconnect calls which 
have been waiting in queue for a certain length of time. Automatic Disconnect can be set at 1 to 60 
minutes after the call comes into the system or it can be disabled.
An example of Automatic Disconnect is when...

Automatic Call Distribution
ACD System Features
272Strata DK Feature Description 5/99
Automatic Number Identification (ANI)
The telephone number of a calling party is displayed on the LCD of a ringing Agent telephone and 
sent to a Personal Computer (PC). The system supports ANI on analog, digital (T1) DID, and Tie 
lines and provides useful call information to Agents.
ANI is usually associated with “1-800” type calls offered by various long distance carriers (except 
AT&T) through T1 facilities....

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99273
Call Distribution
Incoming ACD calls are automatically distributed in a uniform manner among available Agents in 
the group. The system offers two different methods for call distribution on a system-wide basis for 
all ACD groups in the system.
©Most-Idle-First – The first of these is true-ACD time-based routing. This algorithm attempts 
over a period of time to keep Agents in the group on ACD calls for approximately...

Automatic Call Distribution
ACD System Features
274Strata DK Feature Description 5/99
Caller ID
The telephone number and name of a calling party is displayed on the LCD of a ringing Agent 
telephone and can be sent to a PC. A maximum of 10 telephone number digits and 15 name 
characters can be displayed or sent to a computer.
The Caller ID Interface (RCIU) PCB is required, in conjunction with the normal ground or loop 
start CO line PCBs to provide the Caller ID feature. It can be provided on analog loop...

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99275
Data Collection and Reporting
The system collects real-time data and transfers it in packets to the MIS processor. The MIS 
processor organizes the information into real-time displays, statistics, and reports. The information 
collected includes ACD call activities (before and after answer), PBX call activity, Agent status, 
average wait times, lost calls, and ACD queue activities. Data can be displayed or printed. For...

Automatic Call Distribution
ACD System Features
276Strata DK Feature Description 5/99
Delay Announcements and Music
Announcements and music are provided to calls in the queue at predetermined time intervals. The 
system provides flexible announcement patterns which can be assigned to each ACD group. Up to 
three different announcements can be programmed per group.
Each announcement can be recorded into an external customer-provided digital announcer. The 
message is synchronized to begin when a call is...