Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99297
ACD Supervisor LCD Display
The ACD Supervisor’s LCD telephone can display the number of calls holding in the queue of a 
particular ACD group. By pressing the Queue Status button, the LCD displays the number of calls 
in queue. The Supervisor can also scroll through individual calls holding in queue, displaying the 
line number and how long the call has been in queue. Any ACD Supervisor can display queue...

Automatic Call Distribution
ACD Supervisor Features
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ACD Supervisor Log In/Log Out
The ACD group Supervisor logs into the group by pressing the Log IN/OUT button, followed by 
the Supervisor ID code. This station now has access to Supervisor features, but the station will not 
receive ACD calls.
Benefits
Makes convenient and easy monitoring of group activities by the Supervisor.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99299
Call Monitoring
Call Monitoring enables a Supervisor to monitor a conversation between an ACD Agent and ACD 
caller. A one-way, listen-only path is established for the Supervisor while the Agent and the caller 
continue their conversation.
As a system-wide programming option, a periodic tone can be inserted into a conversation to 
indicate that the Supervisor is monitoring. The message is also displayed on the Agent...

Automatic Call Distribution
ACD Supervisor Features
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End of ACD Shift
The group Supervisor can use the End of ACD Shift button to activate the After Shift service of an 
ACD group shift. 
If there are Agents logged in, the End of ACD Shift LED will flash until the last Agent logs off 
after all calls in queue have been answered. Then the LED will be steady on. All incoming calls to 
the ACD group after End of ACD Shift is engaged are directed to a preassigned After...

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99301
Insight DK and Insight DK Plus
The Insight DK system is a call center management software product that can be configured for 
businesses served by the Strata DK 424 Business Telephone System. The Insight DK and Insight 
DK Plus systems are full-featured ACD MIS tools for call center supervisors, providing user-
defined supervisor displays, user-defined historical reports, scheduled reports, electronic wall 
board...

Automatic Call Distribution
ACD Supervisor Features
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Single Supervisor Configurations
A single supervisor configuration can be implemented using either Insight DK or Insight DK Plus. 
The software is installed as a networked Server installation, but no physical network connection is 
required. All data is collected and reported from this single position. As with all Insight DK 
configurations, external electronic reader boards, such as a Spectrum Wallboard, can be...

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99303
Multiple Supervisors Configurations
Multiple supervisor configurations are supported using the Insight DK Plus version only. This 
configuration starts with one PC as the MIS server (the one connected to the Strata DK). All 
additional PC’s loaded with the Insight DK Supervisor software are known as Sub-supervisors and 
receive the MIS Events using the LAN and messages relayed by the MIS Server. Each supervisor...

Automatic Call Distribution
ACD Supervisor Features
304Strata DK Feature Description 5/99
Figure 19 Multiple Supervisors with inView Displays
Database Backup Scenario #1
One of the common techniques for ensuring the reliability of the database in PC based systems is 
to provide redundancy of the hard drive memory within the Server. This can be accomplished by 
adding additional hardware within the MIS server and using either redundancy (mirroring) or 
striping of the hard drives for this redundancy.
In...

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99305
Database Backup Scenario #2
A second method of providing security to the databases could be providing redundant MIS 
Servers, each collecting information from the Strata DK. This operation is more costly in that two 
MIS Server Licenses will need to be purchased. It does carry the added capability that two 
different devices are collecting the Call Events and keeping a database of activities. The switching 
from the...

Automatic Call Distribution
ACD Supervisor Features
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Figure 22 A Fully Configured System
Strata DK System Compatibility
The Insight DK product family is compatible with the Strata DK280 and DK424 Business 
Telephone Systems. The ACD functionality was introduced with Release 2 and has continued to 
be enhanced through the latest release. Due to differences in operation with the different releases, 
not all parameters will be reported in some Strata DK systems. A...