Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							PC Attendant Console
PC Attendant Console Features
Strata DK Feature Description 5/99257
Speed Dial Calling
Through the use of an “active keyboard,” the Attendant can access speed dial names or speed dial 
location numbers when dialing or transferring a call. When the Attendant types in a speed dial 
name or location number, the speed dial information is displayed for quick access. Up to 40 
personal numbers and 100 (800 with RCTUE/F) system numbers can be stored in the speed dial 
list.
The Attendant enters the names for the speed dial numbers on the console. Names entered from the 
console can be different from those entered in the system records, so the Attendant can customize 
the names list for easy use.
Benefits
Provides a more efficient method of making calls by using the name/number lookup and speed 
dialing. It’s as easy as pressing a button or clicking the 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
258Strata DK Feature Description 5/99
Three-way Calling
Three-Way Calling lets the Attendant talk with the source and destination parties simultaneously. 
This requires a connection with a station user or outside caller and a party on Consultation Hold. 
After placing a party on Consultation Hold and connecting to another party, the Attendant is 
engaged in a three-way conversation. The console display indicates the connection to both the 
source and destination parties. The Attendant can disconnect from the conference, leaving the 
other parties connected, or can add another party to the conference.
Benefits
Provides the flexibility of connecting calls together in more ways than the typical conferencing. 
The console Attendant can ensure the two parties get together before dropping out of the 
conversation. This is often more appropriate than using transfer, because 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
Strata DK Feature Description 5/99259
Through Dialing
Through Dialing enables an Attendant to provide a restricted station user with temporary outgoing 
call privileges. On a call-by-call basis, the Attendant can access otherwise denied trunks and then 
pass the dial tone to the station user. The station user can then complete the call dialing procedure. 
Through Dialing can be applied to callers using DISA and incoming Tie trunks, as well as to 
station users. To access a specific trunk group, the Attendant’s Class of Service must permit such 
access.
Benefits
Enables toll-restricted station users temporary access to outside lines through the Attendant on a 
per-call basis. This maintains the integrity of toll restriction, while still extending outgoing calling 
privileges when necessary. 
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
260Strata DK Feature Description 5/99
Transfer Direct to Voice Mail
Transfer Direct to Voice Mail Box provides the Attendant Console Attendant a Transfer to Voice 
Mail (TVM) button, on screen and on keyboard, to transfer outside callers directly to a station 
user’s voice mailbox, rather than to their station which would forward to voice mail if busy or not 
answered.
This direct transfer to voice mail box function is used when the Attendant looks at the BLF or 
knows the requested station user is either busy or not available. This feature works the same 
regardless of the status of the destination station (busy, DND, idle, forward). It provides a way to 
transfer calls to the desired mailbox without relying upon proper forwarding set at the station. This 
is also useful for internal calling directly to a station’s mailbox when you know they are not going 
to answer, or for transferring calls to mailboxes that do not have stations on the Strata DK system. 
The Attendant can release the call immediately after a voice mail port answers.
Benefits
Provides better service to callers by transferring a call directly to a busy or absent station user’s 
mailbox. They can leave a message sooner without having to listen to ringing while forwarding. 
This is also more efficient for the console Attendant who will not get transfer recalls from stations 
that do not answer and may not be forwarded to voice mail.
Using this feature to reach Audiotext messages of VM gives the Attendant an efficient way to 
handle routine information requests, such as directions to the business location.
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 5/99261
Trunk Group Control
Trunk Group Control enables the Attendant to restrict access to outgoing CO line groups on an as-
needed basis. This feature also lets the Attendant restrict outgoing calls on two-way CO line 
groups. 
The display shows the group number of all trunk groups in which all lines within that group are 
currently in use. Trunk groups with no members are always shown busy.
These capabilities enable control of outgoing traffic on heavily used line groups during busy hours.
Benefits
Provides maximum availability for incoming calls and better service to callers because the trunk 
groups are as free as possible during peak traffic periods.
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
262Strata DK Feature Description 5/99
Vo l u m e  C o n t r o l
The Volume Control buttons on screen adjust the Attendant Console’s ringing volume and               
handset/headset volume. The ringing volume and the handset/headset volume are adjusted 
separately. The Volume Up button increases the volume, while the Volume Down button decreases 
the volume.
Benefits
Provides volume adjustments according to the Attendant’s needs.
System Availability
Optional on Strata DK424 with RCTUBA/
BB, RCTUC/D, or RCTUE/F processors
Unavailable on Strata DK14/40i/DK424 with 
RCTUA processor 
						

							Strata DK Feature Description 5/99263
Automatic Call Distribution5
Strata DK424 Automatic Call Distribution (ACD) capability is provided as a value-added option 
with the RCTUBA/BB, RCTUC/D, and RCTUE/F processor versions. Each DK424 processor 
supports the following number of stations and CO lines.
©RCTUBA/BB – combination of up to 80 stations or 48 CO lines (up to 2 cabinets).
©RCTUC/D – combination of up to 240 stations or 144 CO lines (up to 6 cabinets).
©RCTUE/F – combination of up to 336 stations or 200 CO lines (up to 7 cabinets).
NoteACD is not available with the DK424 RCTUA or DK40i and DK14 systems. 
ACD Operation
The ACD feature can accommodate up to 16 ACD groups, 120 individual Agent stations, 256 
Agent identification codes, and 16 Supervisor identification codes (see Table 15).
NoteSee the Strata DK General Description for more information on common control units.
Call centers need an efficient method for the automatic distribution of a large number of incoming 
calls to prearranged groups of Agent positions. ACD in the Strata DK is the most cost-effective 
method for distributing incoming calls to call centers. The calls are served in the order of their 
arrival and are evenly distributed among the Agents (see Figure 14).
Table 15 Strata DK System ACD Capacities
ACD Maximum Capacities
for Strata DK424 SystemsRCTUBA/BBRCTUC/D
RCTUE/F
Number of Groups 8 16
Number of Supervisor Positions 8 16
Number of Agent ID Codes 200 256 
						

							Automatic Call Distribution
ACD Operation
264Strata DK Feature Description 5/99
Figure 14 ACD and Auto Attendant Application Flow Diagram
ACD call centers can be telemarketing, inside sales, customer service, technical support, or any 
other group that handles a large number of incoming calls (see Figure 15).
Figure 15 Typical ACD Interaction
Incoming Call
ACD Group X
ACD PhDNACD Group Y
ACD Queue
(No Overflow Assignment)ACD Queue
Agent PhDN
• Distributed Hunt Group
• Station PDN, PhDN or CO Line
• Attendant Console
• Another ACD Group
• Auto Attendant
• Announcement StationAuto Attendant
(Built-in or External)
1971
Agent
AnswersOverflow
OperationAfter Shift
Service All Agents Busy
or After Call Work, 
then Stack Call
Into QueueAll Agents
UnavailableAll Agents
Logged Off End of ACD
Shift Mode Agent
Available
Ring Agents
Telephone
ACD Call
TalkNoYes/No (optional)
Select Overflow Option Select After Shift Option
YesProgram
Option Incoming ACD Call
Ring another ACD Group, Distributed Hunt Group, Auto Attendant, 
Attendant Console, designated station(s), bell, or play an 
announcement and hang up.
1970 
						

							Automatic Call Distribution
ACD Operation
Strata DK Feature Description 5/99265
ACD can distribute calls to all Agents in the group on a “Most Idle Agent Next”, so that over a 
given period of time, each Agent spends approximately the same amount of work time on ACD 
calls. Alternatively, ACD can distribute calls on a “First Available Agent Next” (rotation) basis, so 
over a given period of time, each Agent receives an equal number of ACD calls.
Callers waiting in queue can hear up to three different announcements per ACD group. A flexible 
sequence is provided to play these announcements for incoming calls when no Agent is currently 
available to handle the call. Between announcements, callers can hear music     and/or company 
promotional/advertising messages provided by external equipment.
Additionally, calls that have been in queue for a predetermined time can be forwarded to another 
ACD group or other selected destination for immediate service.
Calls received after a group’s shift has ended (After Shift mode) are routed to an alternate answer 
point, such as another telephone’s DN, an Attendant, an Auto Attendant, a voice mail box, another 
ACD group or a Distributed Hunt (DH) group for call handling. In the After Shift mode, a different 
announcement can be used.
The DK424 transmits data about the operation of the ACD system to the Management Information 
System (MIS) processor, where it can be stored on hard disk. This data is manipulated by the MIS 
processor and organized into real-time displays and reports, and historical reports. The displays are 
provided to the ACD group supervisor via the MIS processor display screen. The reports can be 
called up by shift, hourly, daily, weekly, monthly, or annual periods. They can be either displayed 
at the supervisor terminal or printed on a printer connected to the MIS processor.
Toshiba offers two types of MIS products that are ideal for use with DK424 ACD applications.
©Call Center Viewer provides real-time ACD status displays and connection of electronic wall 
boards.
©Software MIS (SMIS) provides real-time displays and historical reports.
The Call Center Viewer application organizes and displays ACD call center events received from 
the DK424 system.  The data is displayed on your PC screen in easy to read full color format.
©Real-time supervisor displays provide information on call queue status, agent status, and other 
useful information for managing the ACD groups.
©Audible alarms alert you when thresholds you assign are exceeded for the number of calls 
waiting, longest call waiting, and unavailable agents.
©Electronic wall boards can be connected to the supervisor’s PC to display call center data over 
head from the Call Center Viewer application.
SMIS provides historical reports in a full featured and cost effective MIS package.
©Reports provide information and statistics on individual agents, ACD groups, or the system 
status.  
©Reports can be generated over a selectable period of time for periods of minutes, shift, daily, 
weekly, monthly, and annually.  
©Real-time supervisor displays provide agent statistics, agent status, call statistics, and system 
status. 
						

							Automatic Call Distribution
ACD Operation
266Strata DK Feature Description 5/99
The combination of Call Center Viewer and SMIS enables you to add ACD supervisory display 
and reporting capabilities as you need them.  The Call Center Viewer application can work in 
conjunction with SMIS to provide the ideal solution for call centers needing historical reports, 
real-time displays, and electronic wall board messaging of call center ACD activity.
©The Call Center Viewer application can be used by itself in ACD applications needing PC 
screen ACD group status visibility but not MIS reports.
©Electronic wall boards can be connected to the PC running the Call Center Viewer application 
to provide over head message visibility.
©Additional Call Center Viewer applications can be added to support multiple ACD group and 
multiple ACD call center supervisor display applications.
©Software MIS (SMIS) can be used with Call Center Viewer for call centers needing historical 
reports as well as real-time displays for ACD group status visibility.
ACD agents may use either Toshiba-proprietary digital telephones or standard 2500-set 
telephones. The ACD supervisors will typically use digital LCD telephones. The use of digital 
telephones permits the end-user to assign agent features to flexible feature buttons for easier, more 
efficient operation. Use of LCD telephones is highly recommended, because it enables both 
supervisors and agents to use valuable display information such as the number of calls waiting in 
the group’s queue and the length of time spent on each ACD call.
When applying the ACD function with the general use of the DK424, it is important to note that 
additional instruments are not needed for ACD agents. They can use that same telephone to make 
and receive regular system calls as well as receive calls into the ACD group. Outgoing calling 
privileges can be controlled by class of service and toll restriction.
Agent digital/electronic telephones require a unique, single appearing, PhDN button called the 
agent ACD Call button.  Any single appearing PhDN can be used to log in to any ACD Group to 
receive ACD calls and to originate or receive PBX calls.  Agents can also receive or make non-
ACD calls from other DN buttons or CO line buttons.
ACD agents using digital/electronic telephones can answer and make various types of calls that 
are:
©ACD Call – An incoming external line call that is routed or transferred to an ACD Group and 
then rings an agent ACD Call button.
©PBX Call – An external or internal call that is routed or transferred directly to an ACD Call 
button directory number, and not routed through the ACD group.  A PBX call is also a call 
originated from the ACD Call button on an agent telephone.  When on a PBX call, an agent 
cannot receive ACD calls.  When on an ACD call, an agent cannot receive PBX calls, but can 
originate and receive calls on CO or DN buttons other while on a ACD or PBX call is on hold.
©Non-ACD Call – Any call received by or originated from a directory number button or CO 
line button that appears on an agent telephone, other than the agent ACD Call button.  When 
on a non-ACD call, an agent can receive ACD calls because the ACD calls will ring on the idle 
ACD Call button.
Any type of CO line that is used with the DK424 is also compatible with the ACD function.  
Ground start, DID, or Tie lines are preferred, due to their superior disconnect supervision 
capability.  If loop start is used, reliable Automatic Release from the CO must be provided.
The maximum ACD agents allowed within each system processor with and without MIS are 
outlined in Tables 16~19.