Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99247
Message Center
The Attendant can type a message for anyone entered into the directory by entering the message 
database from the keyboard. When a message is entered, it automatically sets the message light at 
the receiving message station. The station user can press the Msg button to call the Attendant that 
has the message. If the station is an LCD telephone, the message to call the Attendant is displayed 
on the LCD. The Attendant can display a list of messages for the caller and read them back.
Messages can be taken for any person entered into the directory of the Attendant Console. By 
entering important guests into the directory, messages can be taken for visitors as well as 
employees.
Benefits
Provides a message center capability in applications not using voice mail, or situations in which 
messages are not generated from a telephone call. Specialized message centers for guests can be 
set up for functions such as training seminars, client visitations, etc.
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
248Strata DK Feature Description 5/99
Multitasking
The Strata PC Attendant Console software runs as a Windows application on a personal computer. 
It is recommended that the PC be dedicated to the console function to maximize PC response time 
and efficiency for the console function. However, other applications can also run simultaneously 
on the same PC. This enables both the console Attendant and the PC to multi-task between the call 
answering function and other PC applications.
The PC can toggle from Attendant Console mode to some other application, and back to the 
console mode. If a call is received while in another application, the PC can immediately switch 
back to the Attendant Console mode to handle the ringing call. This can be done either 
automatically with the Auto Activate option set to on or manually if it is set to off. Thus, when 
calling traffic is light, the Attendant can quickly and easily toggle back and forth between the 
Attendant Console mode and another application, automatically or at the touch of a button on the 
keyboard.
Benefits
Makes the PC a multi-purpose workstation during non-peak traffic periods. The Attendant uses 
time more efficiently between calls and maximizes the use of the computer.
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 5/99249
Name or Number Dialing
The Attendant can call anyone listed in the dial directory by typing their name (first, last, or both). 
This can be internal stations or external numbers. The dial directory searches the listing as 
characters are entered until a match is found. If several entries in the listing are similar, the use of 
the Up and Down arrow keys enable a call or transfer to a specific name.
Name dialing can also be used for finding departments as well as individuals. Many incoming calls 
are not for a specific person, but for a departmental feature or department. Callers requesting help 
by function may not know the name of an employee to ask for in the department they are 
requesting, i.e. “May I speak to someone in Customer Service.” Dialing by function or department 
enables the Attendant to display a list of employee names and directory numbers, sorted by their 
function or department, and select the person or group (ACD or Distributed Hunt) that can best 
handle the call.
Benefits
Facilitates efficiency because the Attendant has internal and external numbers listed in a directory 
screen, or can use the name/number lookup and speed dialing. It’s as easy as pressing a button or 
clicking the mouse. Time waste and errors can be easily avoided.
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
250Strata DK Feature Description 5/99
Overflow
Overflow mode re-routes calls, which have been waiting in the ringing queue too long, to another 
console, station, or answering device as assigned in programming. This feature is controlled by the 
overflow timer and can be manually activated by the Attendant during high-traffic conditions via 
the Overflow button.
Benefits
Provides backup for the Attendant during busy periods when it is difficult to keep up with heavy 
incoming call traffic. Overflow serves as another efficient way of providing call coverage. 
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 5/99251
Override
There are three ways to override calls:
©Busy Override lets the Attendant send a tone to a busy station to signal a call is waiting.
©Do Not Disturb (DND) Override lets the Attendant send a tone to an idle station in the DND 
mode to indicate that an important call is coming in.
©Executive Override lets the Attendant enter an established conversation.
Each of these can be enabled or disabled by programming.
Benefits
Enables the Attendant to access stations for emergency messages or high-priority calls.
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
252Strata DK Feature Description 5/99
Park and Page
The Attendant can combine the Park and Page functions into one quick and easy function. The 
Park and Page feature enables the Attendant to park a call in one of the Park Orbits, enter a Page 
Zone or Group access code if desired, and announce the page. The console can be connected to a 
predesignated External Paging circuit, a Telephone Page group, or both. See Call Park in the 
Station Features chapter of this manual for more details on this feature.
Benefits
Provides quick and easy access to station paging by combining two functions into one. This saves 
the Attendant valuable time in high-traffic 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
Strata DK Feature Description 5/99253
Position Busy
The Position Busy feature makes it easy to place the console in unattended mode or re-enter the 
normal call processing mode. When in Position Busy mode, calls to the Attendant Console are 
routed to other attendants on the system.
This feature is intended for use only when more than one Attendant Console shares the load of 
incoming calls. In this mode, new calls are sent to other consoles. Held and unanswered 
transferred calls continue to recall to the console that processed them. When the last console in the 
Attendant group is placed in Position Busy mode, the entire group is considered unattended, and 
consoles must set Call Forward and/or Night Transfer to cause Attendant Console calls to be re-
routed to another destination.
Benefits
Makes it easy for Attendants to leave for breaks at the touch or click of one button. In addition to 
procedural efficiency, call coverage provides smooth continuation of call answering by other 
consoles. Returning to service is just as easy, by pressing or clicking the Position Busy button.
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
254Strata DK Feature Description 5/99
Release Button
The Attendant can click or press the Release button to release the console from any connection by 
disconnecting or transferring the call and placing the console in the idle state.
Benefits
Increases speed and efficiency by enabling the console Attendant to complete the call transfer and 
go idle with the click or press of one button. 
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 5/99255
Reminder Notes
The Attendant has the option of entering a reminder note for an incoming call that is about to be 
transferred or placed on hold. The note is typically the name of the calling and/or called party. This 
note is displayed on hold calls in the Loop Hold display area, and in the message window 
whenever the call recalls to the console.
The reminder note is typically used to remind the Attendant who is holding or who they are 
holding for if the Attendant has to handle the call a second time. This secondary handling usually 
results from a transferred call recalling to the Attendant, or if the call has been on hold waiting for 
a page pickup and recalls to the Attendant. This makes it quick and easy to offer alternative call 
processing without having to start over with the caller.
Benefits
Enables a more personalized response to the caller when they have been put on hold, parked, or 
transferred. The Attendant can be reminded of who is calling and from whom they are holding 
when the call recalls to the Attendant. This saves time for the Attendant, because they don’t have 
to ask a second time for whom the call is. It also gives the caller better 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
256Strata DK Feature Description 5/99
Split/Switch Button
The Attendant can alternate between source and destination parties on hold, by clicking or 
pressing the Split/Switch button, while keeping the two parties separate on the console. This can 
only be performed when the console is involved in a three-way conference with a source and 
destination party. The parties can either be connected on outside lines only, on directory number 
DN lines only, or on a combination of outside and internal lines. The Split/Switch button does not 
function on four-party conference calls.
Benefits
Makes it quick and easy for the Attendant to talk to either of the other two parties. This is 
especially useful when the Attendant alternates between parties.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor