Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99237
Headset Operation
In addition to the handset, the console can be used with a headset. The headset can be plugged into 
the Attendant Console Interface Unit (RATI).
Benefits
Provides both comfort and convenience to the Attendant. The Attendant does not end the day with 
a sore ear. Both hands are free to operate the keyboard and mouse.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
238Strata DK Feature Description 5/99
Hold Button
Pressing or clicking the Hold button places the current call on hold. The loop hold display area on 
screen shows held calls waiting for assistance.
A reminder note can be entered for a call with the name field displayed in the loop hold. This can 
be used to remind the Attendant who is holding or who they are holding for (see the Reminder 
Notes feature for more details).
The amount of time each call has been on hold is also displayed. If the call is not answered within 
a preprogrammed time period, the Attendant is reminded by a ring indicator and the recall 
information is moved from the loop hold display area to the incoming call display area on the 
screen. 
The Attendant can operate with Auto Hold, which automatically places an existing CO line or 
internal call on hold (when another call is answered) or the dialing process is started.
Benefits
Provides customized functionality that helps the Attendant know the status of holding calls. The 
timer display serves as a reminder of calls needing attention, so the Attendant can provide better 
service to callers.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99239
Hold Timer Display
The Hold Timer Display shows the amount of time each call has been on hold. This information is 
shown in the loop hold display area on screen. This serves as a reminder for the Attendant, 
ensuring that the held calls are not be ignored or forgotten. If the call is not answered within a 
preprogrammed time period, the call is recalled with a ring indication in the incoming call display 
area on the screen. Also, the color indicates whether the call is on Hard Hold, Consultation Hold, 
Supervised Hold, or Emergency Call Hold.
Benefits
Serves as a reminder of calls needing attention, so the Attendant provides better service to callers. 
The recall function provides an automatic reminder so holding callers are not be forgotten.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
240Strata DK Feature Description 5/99
Incoming Call Identification
Incoming Call Identification provides selective answering of all categories of calls to the 
Attendant (internal DN, transferred, park recall, hold recall, transfer recall, emergency, Attendant, 
and incoming CO for all 16 CO line groups). Selecting and answering the desired ringing call in 
the incoming call display area, instead of using the Answer button to answer the next call in order, 
enables the Attendant to specifically answer a certain type of call and override the FIFO or priority 
order established by the Answer button and the Answer Priority feature.
Benefits
Provides better service to priority calls or calls that have been waiting a long time, because the 
Attendant has total control of call handling. The Attendant decides which call to answer and 
selects by type.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99241
Incoming Call Statistics
Incoming call statistics are collected by the PC on incoming calls received at the console. 
Information included is number of calls received per hour, total talk time (in seconds) per hour, 
total waiting time (in seconds) in queue per hour, and maximum number of calls in queue each 15-
minute interval. The data is stored on disk for display or printing. This information can be 
displayed on the console screen or sent to an attached printer from selections available on the 
Menu bar.
The call statistics information can be displayed or printed for any of the following time periods: 
hourly, daily, weekly, or monthly (up to 2 months data stored). The top of the display/report 
indicates the time frame used to compile the information.
This built-in capability is only designed to collect a few basic statistics. A separate, more complete 
Call Accounting application would be required for more extensive data collection and reporting. 
For example, the console can send the data to a separate call accounting application also resident 
on the same computer. 
If the PC is running a separate call accounting application, in addition to the Attendant Console 
application, the PC can temporarily exit Attendant Console mode and enter Call Accounting mode 
using the Windows Alt-Tab command. The Attendant can easily toggle back and forth between the 
call accounting application and the Attendant Console application using Alt-Tab on the keyboard. 
If a call rings to the console when the PC is in Call Accounting display mode, an interrupt 
capability may or may not immediately switch back to console mode to answer the call, depending 
upon the setting of the Auto Incoming option.
Benefits
Evaluates traffic patterns and call answering requirements, so a more expensive call accounting 
package is not required for simple statistical gathering applications.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
242Strata DK Feature Description 5/99
Interposition Call Transfer
Interposition Call Transfer enables calls to be transferred from one Attendant Console to another, 
as well as transferring a call to a station.
Benefits
Enables one console to transfer a call to another console with a simple and streamlined procedure.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99243
Join Button
The Join button enables the Attendant to connect an existing call with either an outside held party 
or an internal station. Rather than transferring the call, the Attendant presses the Join button to 
create a temporary conference from which the Attendant can then drop out.
Benefits
Ensures that two parties connect before dropping out of the conversation. This is sometimes more 
appropriate than using transfer, since the Attendant can provide more personalized service.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
244Strata DK Feature Description 5/99
Keyboard or Mouse Operation
Keyboard or mouse operation is available. Most functions of the PC Attendant Console can be 
operated either from clicking the mouse on screen buttons or pressing equivalent buttons on the 
keyboard. This enables Attendants to use whichever method is easiest for them. The mouse and 
keyboard may be used together interchangeably.
Benefits
Enables the most comfortable use of each individual Attendant Console – either by using the 
keyboard or the mouse for operations. Most Attendants use a combination of both the keyboard 
and the mouse for optimum efficiency and ease of use.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99245
Load Sharing
In a multiple console application, Load Sharing distributes incoming calls among available 
Attendant Consoles (up to four) on a call by call rotation basis. This is better than ringing all calls 
to all consoles. Individual Attendants only get their fair share of calls and answer only those 
ringing at their console. The Attendants also have other features such as Call Pickup, overflow, etc. 
to handle calls during heavy traffic periods. 
Benefits
Provides the most efficient way of handling calls among multiple consoles by enabling an even 
distribution of calls. Along with other features, it provides methods of handling calls whenever an 
Attendant is tied up with a long call. 
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							PC Attendant Console
PC Attendant Console Features
246Strata DK Feature Description 5/99
Loop Hold Display
The loop hold display area on screen shows held calls waiting for assistance, either on a supervised 
or released loop basis. Supervised loop operation retains a transferred call in the loop display area, 
enabling the Attendant to visibly monitor it, or re-enter the conversation. Release loop operation 
briefly displays the held call in the loop display area, while it is being transferred and until it is 
answered by the station receiving the transferred call, at which time it disappears from the loop 
hold display area.
A reminder note can be entered for a call with the name field displayed in the Loop Hold. This can 
be used to remind the Attendant who is holding or who they are holding for (see the Reminder 
Notes feature for more details).
The amount of time each call has been on hold is also displayed in the loop hold area. If the call is 
not answered within a preprogrammed time period, the call is recalled with a ring indicator, and 
the recall information is shown in the incoming call display area on the screen.
Benefits
Provides the status of holding calls to the Attendant. The timer display serves as a reminder of 
calls needing attention, so the Attendant can provide better service to callers. The recall function 
provides an automatic reminder so the holding callers are not  forgotten.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor