Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99327
Figure 30 ACD Agent View
Alarms
Visual and audible alarms alert the call center Supervisor when certain thresholds are exceeded. 
The Supervisor can then take appropriate action. Visual alarms flash the screen or title bar. Audible 
alarms sound over the standard PC speaker or play a sound wave (.WAV) file through the PC’s 
sound card and speakers. Alarm thresholds (see Figure 31) are user defined to enable flexible...

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ACD Feature Interaction
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The title bar displays the following information:
©Number of calls waiting (CW)
©Longest call waiting (LCW)
©Number of Agents logged-in (LOG)
©Number of busy Agents (Busy)
©Number of Agents available (Avail)
©Number of Agents unavailable (Unavail)
©Group name (“Tech Support”)
Button View Format
The title bar can also be displayed in a condensed Button View format (see Figure 33). Button 
view displays as one of the...

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ACD Feature Interaction
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Connection to Insight DK or SMIS
If a SMIS computer or MIS system is 
connected to the DK424 MIS port, 
the Call Center Viewer application 
host PC connects to it through a “Y” 
cable RS-232 splitter distribution box 
(see Figure 35). (Toshiba 
recommends model TL159A from 
Black Box® Corporation for this 
purpose.)
The Call Center Viewer monitors the 
connection between the Toshiba 
SMIS, MIS or another Call Center...

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ACD Feature Interaction
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Spectrum Electronic Wall Boards
Electronic wall boards can be connected to the Supervisor’s PC to display call center status data. 
This provides visibility of important call center event information to both Supervisors and Agents. 
The Supervisor can also send custom, user-defined text information to the electronic wall board 
which can be used for general information or motivational messages. 
One copy of the Call...

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©The Call Center Viewer can be used with Software MIS (SMIS) for call centers needing 
historical reports as well as real-time ACD group status displays. 

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ACD Feature Interaction
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ACD Software MIS (SMIS)
SMIS was designed for small- to medium-sized ACD systems. It is entirely software-based, and 
can be run on an IBM 486 or compatible DOS computer. SMIS requires the Strata DK RKYS3 
feature key, PPTC9 adapter, and a TTY interface circuit card (typically an RSIU PCB).
SMIS provides Supervisors with a wide variety of status, statistics, and traffic displays and reports 
used to monitor the...

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SMIS System Configurations
SMIS must be installed on a dedicated 486 PC or above. The PC should have at least 4MB of 
RAM memory (16MB recommended), a 3.5 floppy-disk drive, a hard disk (100MB or larger), one 
serial and one parallel port, and a color monitor capable of displaying 25 lines of 80 characters 
each. For more details about SMIS, refer to the SMIS Supervisor’s Guide.
Supervisor Displays
The SMIS provides...

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ACD Feature Interaction
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Figure 38 SMIS Agent Statistics Display
Agent Status
Displays the current availability of each Agent within the ACD group. Included are the Agent’s 
ACD ID number, Agent’s name, current status, and Work Unit code, if used. Figure 39 is an 
example of the SMIS display.
Figure 39 SMIS Agent Status Display
Group Traffic Monitor
Group Traffic Monitor displays real-time statistical information used by the Supervisor in...

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ACD Feature Interaction
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©Service-level percentage, average speed of answering, maximum delayed call (in seconds), 
current calls waiting
©Number of logged-in, busy, available, and unavailable stations
Three warning messages are displayed to indicate when the service level for a group is falling 
below the acceptable levels (e.g., service quality is low, bad, or unacceptable).
Figure 40 is an example of the display.
Figure 40 ACD Group...

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ACD Feature Interaction
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Figure 41 ACD System Status Display
Supervisor Reports
The Supervisor can run a number of reports that provide information and statistics on individual 
Agents, ACD Groups, or the system status over a selectable time period. Each report can cover the 
following time periods: periods (60 minutes), shift, daily, weekly, monthly, and yearly (up to two 
years). The time frame used to compile the report is shown at the...