Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99337
Figure 42 SMIS Agent Performance Report - Daily
Agent Statistics
This report summarizes the performance of individual Agents (see Figure 43). The information 
regarding the Agent includes:
©Name, ID number, and ACD group number
©Productivity percentage, number of calls per hour, number of work unit codes entered, and 
number of Supervisor assistance calls
©Total log in time, talk time, after call work time,...

Automatic Call Distribution
ACD Feature Interaction
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Delayed Call
This report provides a summary of all calls offered to a group versus totals and percentages of calls 
handled, calls delayed, and percentages of calls answered within predefined time increments. See 
Figure 44 for an example.
This information can be compared to other reports, such as Agent Statistics and System Status 
Reports, to see if Agents are working efficiently, and if staffing is adequate....

Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99339
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Figure 45 SMIS ACD Group Overflow Report - Daily
Incoming Call Duration
Call duration statistics for a specified ACD group are provided by this report (see Figure 46). The 
report is useful in determining staffing requirements and modifying acceptable service levels for 
each group. Information included is:
©Number of calls handled
©Average duration of calls
©Longest single-call duration
©Percentage of calls...

Automatic Call Distribution
ACD Feature Interaction
340Strata DK Feature Description 5/99
Lost Call
Provides a summary of calls that were disconnected before being answered or that left the queue 
after the queue timer period expired (see Figure 47). Percentages are calculated based on 13 time 
intervals (defined by the System Administrator).
This information is useful when determining the length of waiting periods before delay 
announcements are given, or ACD calls overflow into another group. The...

Automatic Call Distribution
ACD Feature Interaction
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Figure 48 SMIS ACD Supervisors Group Report - Daily
System Status
Figure 49 shows the system status report. It summarizes the call handling characteristics of a group 
during the current report interval. Statistics include: 
©Number of calls offered, answered, overflowed, and lost
©Average talk time, after-call time, and handling time
©Number of calls delayed (held in queue)
©Service level percentage
©Average and...

Automatic Call Distribution
ACD Feature Interaction
342Strata DK Feature Description 5/99
Work Unit
Work Unit codes are established by each customer to represent types of call activities that an 
Agent may be involved in. These two-digit codes are entered from the Agent’s telephone dial pad 
during an ACD call. This information is helpful when modifying the distribution of certain types 
of calls. See Figure 50 for the Agent Work Unit report and Figure 51 for the ACD Work Unit 
report. Both reports are...

Strata DK Feature Description 5/99343
Hospitality Management Information 
System6
Hospitality Management Information System (HMIS) is optional with Strata DK40i and DK424 
systems. HMIS cannot be connected to the Strata DK14.
The Toshiba Strata DK HMIS is a PC-based solution, designed to meet the specific operational 
needs of small- to medium-sized hotel/motels. HMIS tightly integrates with the Strata DK Digital 
Telephone System, Release 3.1 or higher, and the Stratagy Voice Processing System,...

Hospitality Management Information System
344Strata DK Feature Description 5/99
©A slightly higher-priced Toshiba Equium PC server and workstation is also available to 
provide higher performance and higher quality PC equipment:
Using a powerful PC provides excellent processor speed and performance of the HMIS 
application. 
The HMIS application provides hotel/motel features and property management capabilities that 
are not resident within the Strata DK telephone system. The HMIS is well integrated with...

Hospitality Management Information System
Hardware Configurations
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Figure 52 HMIS Applications
Hardware Configurations
There are two configurations of the HMIS product:
©An HMIS server acting as a single front desk terminal (see Figure 53 below). 
Figure 53 HMIS Server PC
Reports
Guest Name
LCD Display
Consolidated Billing
(customer-supplied printer)
Reservations
Stratagy Voice
Mail Integration
Maid Codes
SMDR Data
Collection
Remote Maintenance
Check In
Check Out...

Hospitality Management Information System
Hardware Configurations
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©An HMIS server with HMIS workstation PCs networked on a LAN to function as multiple 
front desk terminals (see Figure 54 below and “Multiple Front Desk PC Terminals” in the 
HMIS General Description). The configuration includes a five-port network hub which can 
support up to four workstations. Up to nine workstations can be connected using either a larger 
or multiple hubs.
Figure 54 Server PC with...