Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99277
Dialed Number Identification Service (DNIS)
DNIS identifies the number dialed by the calling party regardless of which incoming line the call is 
on. A 16-character alphanumeric is displayed on the ringing Agent telephone’s LCD. DNIS digits 
can also be sent to an application computer. DNIS names will display on direct, incoming, and 
transferred calls that overflow from the ACD group that cannot forward calls to the...

Automatic Call Distribution
ACD System Features
278Strata DK Feature Description 5/99
Inbound Call Routing
Calls can be routed into the ACD queues from incoming CO lines, DID, or Tie lines. They can be 
transferred into the ACD queue from the Auto Attendant, answer position, or any station in the 
system, as well as through the DNIS routing table. See the Strata DK424 ACD/MIS General 
Description for more details.
Benefits
Routes calls to the appropriate ACD group from anywhere within the system.
System...

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99279
Overflow
ACD calls are sent to the ACD group queue when all Agents in the group are busy. Calls in queue 
can be programmed to overflow to specified destinations or remain in queue and not overflow 
independently for each ACD group.
ACD calls in queue can be programmed to overflow to: 
©A designated DN (PDN or PhDN) or group of stations
©Another ACD group
©An announcement
©An Attendant Console
©A signaling device such...

Automatic Call Distribution
ACD System Features
280Strata DK Feature Description 5/99
©Overflow to Another ACD Group: An Overflow to Another ACD group sends the calls 
waiting in queue to another ACD group. Each ACD group can have an overflow group to act 
as a backup in the event that the original ACD group is unable to handle the call. Each ACD 
group can be the overflow point for multiple ACD groups. Each ACD group queue is 
associated with an overflow threshold which determines when the calls will...

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99281
PBX Calls
A PBX call is any incoming call (direct, transferred, forwarded, etc.) to the Agent’s ACD Call DN 
button (not to the ACD group number). A PBX call is also any outgoing call placed from the 
Agent’s ACD Call button. When on a PBX call, an Agent cannot receive ACD calls. When on an 
ACD call, an Agent cannot receive PBX calls.
Benefits
Enables making and receiving non-ACD calls in addition to ACD calls. PBX...

Automatic Call Distribution
ACD System Features
282Strata DK Feature Description 5/99
Queuing
Each ACD group has its own queue. If Agents are busy as calls arrive at an ACD group, the calls 
are placed in queue. As the Agents become available, calls are distributed from the queue on a 
first-in, first-out basis. While in the queue, callers may listen to music, announcements, or be 
directed to an overflow destination.
Some of the key features of queuing are:
©The announcements and music source for each...

Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99283
Queue Alarm Timer
The Queue Alarm Timer may be programmed to sound immediately at the Supervisor’s station 
when the number of calls in queue exceed a specified quantity or for a specified period of time (up 
to 255 seconds). A second alarm may be programmed to sound at any interval up to 600 seconds 
from the first call alarm.
The alarm alerts the Supervisor immediately when the queue size exceeds a predetermined...

Automatic Call Distribution
ACD Agent Features
284Strata DK Feature Description 5/99
ACD Agent Features
An Agent in an ACD group may use either a Toshiba-proprietary telephone or standard type 
telephone. Toshiba-proprietary telephones have feature buttons and may have a LCD. The feature 
buttons can be used to access Agent features. The LCD provides information about each ACD call 
and the ACD group.
The following are the features available to an ACD Agent.
©“ACD, PBX, and Non-ACD Calls”
©“ACD Call...

Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99285
ACD, PBX, and Non-ACD Calls
Agent digital/electronic telephones require a unique, single appearing PhDN programmed on an 
ACD Call button. Any single appearing PhDN can be used to log in to any ACD group to receive 
ACD calls and to originate or receive PBX calls. Agents can also receive or make non-ACD calls 
from other DNs or CO Line buttons. ACD Agents can answer and make these various types of 
calls as defined...

Automatic Call Distribution
ACD Agent Features
286Strata DK Feature Description 5/99
ACD Call Pickup
ACD Call Pickup enables ACD Agents or Supervisors to answer ACD calls ringing to Agents 
within their group by pressing the ACD Pickup button. Only calls to Agents logged into the same 
ACD group can be picked up.
Benefits
Agents can answer calls for each other when needed.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors