Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
Insight DK Plus
Strata DK Feature Description 5/99317
MIS Access
If the Call Center Viewer or SMIS option is installed, the ACD group Supervisor can access the 
MIS displays and reports using the MIS processor connected to the DK424 system. The 
Supervisor can call up displays and reports on the groups or individual Agents to monitor ongoing 
performance.
The Supervisor can also signal the system to print out reports using a printer connected to the MIS 
processor. The MIS...

Automatic Call Distribution
Insight DK Plus
318Strata DK Feature Description 5/99
Queue Alarm Indication
An alarm is generated at the Supervisor’s station when calls waiting in the queue exceed 
predetermined conditions. These conditions or queue thresholds (e.g., number of calls waiting, 
waiting time for the oldest call) are established in system programming independently for each 
ACD group. The audible alarm will continue at the station until the Supervisor acknowledges the 
alarm by pressing the...

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99319
ACD Feature Interaction
Strata DK424 provides the ACD features from system-resident software. Some station feature 
operations are altered when a station is activated as an ACD Agent or Supervisor station. Most all 
normal features are available to Supervisor and Agent telephone PDNs and PhDNs, except for the 
PhDN designated as the ACD Call button on an Agent telephone when it is logged into an ACD 
group.
The...

Automatic Call Distribution
ACD Feature Interaction
320Strata DK Feature Description 5/99
Assistance From Busy Supervisor
If a Supervisor telephone is busy and has an idle PhDN button (up to four PhDN buttons are 
available) and the Busy Station Transfer/Busy Station Ring feature option is enabled on the Agent/
Supervisor telephones, an Agent can still ring the Supervisor telephone for assistance.
Benefits
Provides the Agent a means to get the Supervisor’s attention for assistance, even when all the DNs...

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99321
Call Forwarding
ACD Agent and Supervisor Primary and non-ACD PhDNs can set Call Forwarding. This applies 
for all types of Call Forwarding enabled on PDNs and PhDNs. If an Agent telephone ACD Call 
PhDN button is forwarded, ACD calls will not forward, but other types of calls (PBX and non-
ACD) will forward in the normal manner.
If a Supervisor telephone PhDN is Call Forwarded, Agent assistance calls will not...

Automatic Call Distribution
ACD Feature Interaction
322Strata DK Feature Description 5/99
Executive/Busy Override
If an Agent is talking on an ACD or PBX call, override is not enabled. However, the Agent can be 
called by dialing the Agent’s PDN or an idle PhDN.
Benefits
Provides override only the ACD Group Supervisor and keeps ACD Agents from being disturbed 
except when the Supervisor deems it necessary.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered...

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99323
Message and Display
When an Agent or Supervisor ID is entered, the LCD shows ACD-related messages. While the 
telephone is in the ACD state, Soft Key labels and standard LCD messages, unrelated to ACD, do 
not display.
Caller ID, ANI, or DNIS information displays on an Agent telephone and overwrites Calls In 
Queue information when an Agent receives a Caller ID, ANI, or DNIS call. The Agent can retrieve 
the Calls...

Automatic Call Distribution
ACD Feature Interaction
324Strata DK Feature Description 5/99
Station Do Not Disturb (DND)
The Station DND feature is not applicable to ACD calls and only applies to non-ACD calls.
Benefits
Enables calls to ACD Agents to flow as normal and the DND feature to apply only to non-ACD 
calls.
System Availability
Standard on Strata DK424 with ACD (some 
station feature operations are altered when 
activated as an Agent or Supervisor station) 

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99325
ACD Call Center Viewer
The Toshiba Call Center Viewer application organizes and displays ACD events reported by the 
Strata DK424 MIS port. The data displays on a host PC screen in easy-to-read, full-color 
Microsoft® Windows® format. The Call Center Supervisor gets real-time information on call 
queue status, Agent status, and other useful information for managing the ACD groups.
The Call Center Viewer application...

Automatic Call Distribution
ACD Feature Interaction
326Strata DK Feature Description 5/99
Display Information
The Call Center Viewer displays the following information:
©Number of Agents
©Logged in
©Busy
©Available
©Unavailable
©Number of calls in the queue
©Longest call waiting
©Individual Agent status and status times (available on the host PC screen, but not on the wall 
board)
©Strata DK date/time
©User-defined messages to the wall boards
Main View
The Main View (shown below) displays the names and...