Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99287
ACD Display Information
This feature provides ACD Agents (using an LCD electronic/digital telephone) with a visual 
indication of ACD call progress information, in addition to the standard display operation. When 
an Agent position is in ACD mode, the number of ACD calls waiting in queue can be shown on the 
LCD. Caller ID, ANI, and DNIS can also be displayed for incoming calls.
Benefits
Agents have display information...

Automatic Call Distribution
ACD Agent Features
288Strata DK Feature Description 5/99
ACD Help
This feature enables an ACD Agent to call the Supervisor position for assistance. Pressing the 
ACD Help button, while in the talk state, automatically places the current ACD call on hold and 
initiates an assistance call to the Supervisor position. As soon as the Supervisor answers the call, 
the Agent may establish a three-way conversation or may talk privately with the Supervisor, and 
then return to the...

Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99289
After Call Work Time
Also known as Wrap-up Time, After Call Work Time gives the Agent a predetermined amount of 
time to complete work (paperwork, order processing, filing) regarding the last ACD call. After 
disconnecting from an ACD call, the Agent automatically enters After Call Work Time mode until 
the predetermined “After-Call Work Time” period expires, or until the Agent manually exits this 
mode by pressing the...

Automatic Call Distribution
ACD Agent Features
290Strata DK Feature Description 5/99
Auto Answer with Zip Tone
Auto answer will automatically connect an available Agent to an incoming ACD call without 
requiring the Agent to lift the handset or push a button. When an ACD Agent position is in auto-
answer mode (electronic/digital telephone feature), the system will provide an audible burst of 
tone (zip tone) to the Agent position before connecting the Agent to the incoming ACD call. The 
zip tone will...

Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99291
Log In/Log Out
Enables the Agent or Supervisor to log IN or OFF the ACD system by dialing an Agent or 
Supervisor identification (ID) code from any station. When an Agent logs into the system, the 
station is activated as an ACD Agent position and is available for incoming ACD calls. Operating 
statistics are collected for the Agent and output to an optional MIS processor until the Agent logs 
out (when the station...

Automatic Call Distribution
ACD Agent Features
292Strata DK Feature Description 5/99
Unavailable Mode
This feature enables an Agent to become temporarily unavailable to ACD calls without having to 
log out. The Unavailable mode can be used for lunch and coffee breaks, extended work times, etc.
When Agent telephones are placed in the Unavailable mode by using a flexible feature button, 
dialing code, or when two successive ACD calls are sent to the Agent and are not answered 
(automatic).
All Agents...

Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99293
Work Unit
The Work Unit button enables an Agent to use the dial pad to tag a current call for tracking 
purposes. Work Unit Identifiers may be used to track various data (response to sales campaigns, 
calls from a particular area, etc.). A Work Unit code can be 1~15 digits. SMDR registers 1~15 
digits, but SMIS only registers 1 or 2 digits.
The information is output to the system SMDR for printout and to MIS for reports....

Automatic Call Distribution
ACD Supervisor Features
294Strata DK Feature Description 5/99
ACD Supervisor Features
The ACD group Supervisor can access all the standard Strata ACD features using the ACD 
Supervisor’s ID code. When the Supervisor is not logged into the ACD system, full access to all of 
the standard DK telephone features is available.
It is recommended that the Supervisor use a Toshiba-proprietary telephone to monitor the 
operation of an ACD group with 10- or 20-feature buttons. It is also...

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99295
ACD Agent Assistance
ACD Agent Assistance provides visual indication to the Supervisor position when an Agent 
assistance call takes place. When an Agent calls an idle Supervisor station by pressing the ACD 
Help button, the Supervisor station starts ringing and a message indicating the assistance call and 
the Agent ID is shown on the LCD. The Supervisor can connect directly to the Agent by pressing 
the flashing...

Automatic Call Distribution
ACD Supervisor Features
296Strata DK Feature Description 5/99
ACD Call Pickup
ACD Call Pickup enables a Supervisor to pick up an Agent’s ACD call within an ACD group. The 
call is considered a non-ACD call by the MIS system.
Benefits
Enables answering calls by the Supervisor when agents are unable to answer.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors