Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99307
©1 internal or external modem with minimum 14,400 bps speed
©Optional Network Interface Card (NIC) running TCP/IP and NetBEUI
Software
©Dedicated PC: Windows 95 (A, B or C version only) or Windows 98
©Shared PC: Windows NT 4.0 SP3
©Running additional programs can done with Windows NT Workstation if the customer is 
willing to risk data disruption if the PC must be restarted. Never run additional programs when 
using...

Automatic Call Distribution
General Features
308Strata DK Feature Description 5/99
©Each sub-supervisor PC needs to be on with the Insight DK Plus application fully functioning 
while the monitored ACD groups are active to continually collect the real time data needed to 
display complete information for each shift. This is not required for reports generated by sub-
supervisor PCs because reports are generated from information from the master PC. 
inView Client
Hardware
©Pentium® PC - minimum 133 MHz...

Automatic Call Distribution
General Features
Strata DK Feature Description 5/99309
©Spectrum 320C 1 x 20
©Spectrum 4120C 2 x 20
Sub-Supervisors
Subsequent supervisor positions are available with Insight DK Plus. The number of subsequent 
supervisor positions available is limited to 80 positions total.
Remote Access
Remote access is supported by Insight DK. To use this feature an additional remote access 
package, pcAnywhere, is required by the user and the Toshiba support service center.
Password...

Automatic Call Distribution
Insight DK Features
310Strata DK Feature Description 5/99
Reporting Output Options
©Print – After a report is generated, it is automatically printed from the Insight DK default 
printer.
©Close on Completion – After a report is generated or any other output options selected have 
been completed, the report ise removed from the Insight Reporter screen.
©Save to file – (Insight DK Plus only) The generated report is saved to the file name specified. 
Every time this report is...

Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99311
©Extension
©Line Group
These displays may be configured to report on individual devices, device groups or on a 
supergroup (groups of groups). The only limit to the number that can be displayed at any one 
time is the size of the screen and the size of each window. Four real time templates may be 
created and saved at any time. See Figure 15 for an example of Real Time Displays.
Figure 23 Sample Real Time Screen Using...

Automatic Call Distribution
Insight DK Plus
312Strata DK Feature Description 5/99
Insight DK Plus Real Time Displays
The following real time windows are available:
©Over 200 different parameters can be shown using the Large Character windows.
©Three different types of status displays:
©Agent
©Line
©Extension
©Four different types of statistics displays:
©Agent
©DID
©Extension
©Line Group
There are also two different types of graphical displays:
©Wait Time
©Calls in Queue
These displays may be configured...

Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99313
Reports
Reports can be viewed on screen and printed, but may not be saved. The maximum period of an 
individual report is one year. To view data over a period of two years, it is necessary to compile 
two consecutive reports (each of period one year). Reports may be compiled using data collected 
right back from when the product was first installed. Figure 15 shows a sample Agent Report.
Figure 25 Sample Agent Report
Types...

Automatic Call Distribution
Insight DK Plus
314Strata DK Feature Description 5/99
Group Traffic 
Reports 
©Agent 
Groups
©DID Groups
©Ext. Groups
©Line GroupsEach line reports call statistics and 
performance. Each group of the 
super group are displayed in a side-
by-side columnar format.Group Traffic Reports are designed 
to give an overview and comparison 
of activity and performance against 
certain parameters.
Traffic Profile 
Reports
©Agents
©ExtensionsEach line reports a time period with 
call...

Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99315
Figure 26 Sample Agent Group Statistics Report
inView Features
Examples of the two different types of views are shown below:
©Wallboard View which displays statistics in a large character format (see Figure 15).
Figure 27 inView LAN Wallboard Forecast 
Reports
©Standard
©ProfileEach report shows the original data 
for the period and modified data.The report can be either a profile or 
standard report. Table 21 Insight DK...

Automatic Call Distribution
Insight DK Plus
316Strata DK Feature Description 5/99
©Status view shows the status of individual agents with either long or short names (see Figure 
28). The status is presented using a colored background to represent each agent’s status.
Figure 28 Sample inView Agent Status Display (Long Names and Short Names)
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