Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD Operation
Strata DK Feature Description 5/99267
Table 16 Maximum Number of ACD Agents Allowed without MIS (RCTUBA/BB)
Light Traffic
15 calls per agent per hourMedium Traffic
30 calls per agent per hour Heavy Traffic
60 calls per agent per hour
Agent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
Telephones
80 0 80 0 70 0
70 10 70 10 65 15
60 20 60 20 60 20
50 30 50 30 55 25
40 40 40 40 50 30
30 50 30 50 40 40
20 60 20 60 30 50
15 65 15 65 20 60
10 70 10 70 15 65
5 75 5 75 10 70
———— 5 75
Table 17 Maximum Number of ACD Agents Allowed with MIS (RCTUBA/BB)
Light Traffic
15 calls per agent per hourMedium Traffic
30 calls per agent per hour Heavy Traffic
60 calls per agent per hour
Agent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
Telephones
65 15 38 42 19 61
60 20 30 50 15 65
40 40 20 60 10 70
20 60 10 70 5 75
575575——
Table 18 Maximum Number of ACD Agents Allowed without MIS (RCTUC/D)(RCTUE/F) 
Light Traffic
15 calls per agent per hourMedium Traffic
30 calls per agent per hour Heavy Traffic
60 calls per agent per hour
Agent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
Telephones
120 120 120 24 70 0
108 132 118 30 65 30
80 160 108 60 60 60
6018098905590
40 200 88 120 50 110
30 210 78 150 45 140
20 220 68 172 40 170
15 225 60 180 35 200
10 230 50 190 30 210
5 235 40 200 25 215
— — 30 210 20 220
— — 20 220 15 225
— — 10 230 10 230 
						

							Automatic Call Distribution
ACD Operation
268Strata DK Feature Description 5/99
Notes
lFor the purpose of these tables, Agent calls are defined as ACD incoming, PBX incoming and 
outgoing, and external/internal calls. If an ACD call is transferred, then two calls are created, 
one ACD and one PBX.
lThe maximum number of Agents shown in these tables is limited by the amount of MIS data 
traffic sent from Strata DK. If there are more than 1,000 Agent calls in a heavy-traffic hour, the 
MIS channel must be set higher than 1200 bps. The next higher speed, 2400 bps, can handle up 
to 1300 calls per hour. Strata DK allows the choice of 1200, 2400, 4800, or 9600 bps for the 
MIS channel. Based on a total system speed of 10,800 bps (9600 + 1200) for auxiliary serial 
channels and a requirement of one channel each for SMDI, TTY, SMDR, and MIS, the 
installation should use the lowest MIS channel speed for the expected amount of traffic.
Benefits
ACD gives the user a powerful tool for evenly distributing large volumes of inbound calls. It 
makes processing those calls easier and more efficient, saving money and increasing the 
productivity of the call handling Agents. This also improves the service provided to the outside 
caller.
ACD reports enable the Supervisors to monitor the performance of ACD groups and individual 
Agents within each group. This information makes it possible to configure the operation of the 
ACD system for maximum productivity and profitability. For more information about the reports, 
see “ACD Supervisor Log In/Log Out”.
A Work Unit code can be 1~15 digits. SMDR registers 1~15 digits, but SMIS only registers 1 or 2 
digits.
— — 52355235
Table 19 Maximum Number of ACD Agents Allowed with MIS (RCTUC/D)(RCTUE/F)
Light Traffic
15 calls per agent per hourMedium Traffic
30 calls per agent per hour Heavy Traffic
60 calls per agent per hour
Agent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
TelephonesAgent 
TelephonesNon-agent 
Telephones
65 175 38 202 19 221
60 180 30 210 15 225
40 200 20 220 10 230
20 220 10 230 5 235
52355235—— Table 18 Maximum Number of ACD Agents Allowed without MIS (RCTUC/D)(RCTUE/F) 
(continued)
Light Traffic
15 calls per agent per hourMedium Traffic
30 calls per agent per hour Heavy Traffic
60 calls per agent per hour 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99269
ACD System Features
An ACD group is usually composed of a number of agents handling similar types of incoming 
calls. Each ACD group is identified by an ACD group number.
Agents in each ACD group are identified by agent ID numbers. Agents log into the system by 
entering their ID from any telephone. This means agents are not tied to particular telephone sets, 
providing the flexibility to serve most any applicaiton. Incoming ACD calls for the agent’s group 
are then routed to that station, when available or next in line to receive calls.
The following features are available in the ACD environment. A full description begins on Page 
270.
©“After Shift Service”
©“Automatic Disconnect”
©“Automatic Number Identification (ANI)”
©“Call Distribution”
©“Caller ID”
©“Delay Announcements and Music”
©“Dialed Number Identification Service (DNIS)”
©“Inbound Call Routing”
©“Overflow”
©“PBX Calls”
©“Queuing”
©“Queue Alarm Timer” 
						

							Automatic Call Distribution
ACD System Features
270Strata DK Feature Description 5/99
After Shift Service
When an ACD group is in the After Shift mode, callers calling the ACD group are routed to the 
group’s designated After Shift destination. Each group can have the same or different After Shift 
destinations. The After Shift destinations can be any of the following:
©A designated station or group of stations
©Another ACD group
©An announcement
©An Auto Attendant
©An Attendant Console
©A signaling device, such as chimes or a bell 
If the After Shift destination is a telephone or announcement device, and it is busy, calls camp onto 
the destination. They are answered as the destination becomes available. If the After Shift 
destination is another ACD group, the call rings an Agent in that group. If all the Agents are busy, 
the call is sent to the end of that group’s queue.
After Shift Service can be initiated two ways:
©The ACD Supervisor can press the End of ACD Shift button.
©The ACD group is automatically placed into the After Shift mode after all Agents logout or (as 
a program option) when all Agents are in the Unavailable mode. Calls that are in an ACD 
group queue just prior to the After Shift mode follow the normal queue routing programmed 
for that ACD group. The After Shift mode is automatically cancelled when the first Agent logs 
into an ACD group making the group available to receive ACD calls.
Benefits
Routes after-hours calls quickly and efficiently without effecting customer service. The destination 
can be another ACD group, telephone, or announcement device.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99271
Automatic Disconnect
Loop start CO lines do not reliably and automatically release when a caller hangs up. With the 
Automatic Disconnect feature, the user has the option to automatically disconnect calls which 
have been waiting in queue for a certain length of time. Automatic Disconnect can be set at 1 to 60 
minutes after the call comes into the system or it can be disabled.
An example of Automatic Disconnect is when an incoming call is sent to an ACD queue, either 
music or an announcement is played for the caller. The call waits in the queue until an Agent 
answers it. If the caller hangs up while in the queue (abandoned call) or an Agent does not answer 
the call within the programmed Automatic Disconnect time, the call is automatically disconnected.
Benefits
Enables the efficient handling of expensive incoming calls, such as inbound 800 WATS line calls, 
because they do not wait endlessly. They are answered or disconnected after they have exceeded 
the waiting period.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
272Strata DK Feature Description 5/99
Automatic Number Identification (ANI)
The telephone number of a calling party is displayed on the LCD of a ringing Agent telephone and 
sent to a Personal Computer (PC). The system supports ANI on analog, digital (T1) DID, and Tie 
lines and provides useful call information to Agents.
ANI is usually associated with “1-800” type calls offered by various long distance carriers (except 
AT&T) through T1 facilities. However, the DK424 also provides ANI information received over 
analog DID and Tie line circuits.
ANI digits can be received independently or simultaneously with Dialed Number Identification 
Service (DNIS) called number digits. When received with DNIS digits, calls can be routed to 
unique ACD groups for each DNIS number. ANI data for answered calls can be displayed on 
SMDR reports.
ANI numbers that are abandoned before being answered, are stored in system memory so users 
know the calling party’s telephone number even if no message was left. Designated Agent or 
Supervisor LCD telephones can display and Auto Dial the abandoned call ANI numbers.
The system can store up to 2,000 ANI abandoned call numbers with the RCTUE/F processor, up to 
1,000 with RCTUC/D, and up to 400 with RCTU-BA/BB. Individual stations can be programmed 
to store from 0 to 100 of the total ANI abandoned call numbers in increments of 10. DKAdmin can 
print a list of Abandoned Call numbers for all telephones that store lost call ANI numbers.
For computer applications, ANI and DNIS digits can be sent to an individual PC connected via an 
Integrated PC Interface Unit (RPCI-DI). This enables users to receive pop-up screens on their PC 
that provide information regarding the calling/called party before answering and during the call. 
Benefits
Provides valuable information to agents as they answer calls. Computer applications enable users 
to receive pop-up screens on their PC, before answering and during the call, further enhancing 
service to callers. Abandoned call information provides the valuable ability to return calls to those 
callers who did not get through or did not leave a message.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99273
Call Distribution
Incoming ACD calls are automatically distributed in a uniform manner among available Agents in 
the group. The system offers two different methods for call distribution on a system-wide basis for 
all ACD groups in the system.
©Most-Idle-First – The first of these is true-ACD time-based routing. This algorithm attempts 
over a period of time to keep Agents in the group on ACD calls for approximately the same 
length of time.
©Next-Available First – The second algorithm, which is call-based, attempts to deliver an equal 
number of calls to the Agents in the group over a given time period.
Most-Idle-First routing is appropriate for most call distribution applications, since it tends to 
maximize the productivity of individual Agents and the overall efficiency of the entire group. 
However, some applications may need the specific capabilities of Next-Available-First routing. 
The end user can choose the call distribution method that best fits their application. In both cases, 
if all Agents are busy and calls are waiting in queue, the first Agent to become available will 
receive the call.
Benefits
Routes calls efficiently and effectively using the Agents in various groups and maximizes 
productivity. The overall efficiency of the entire Agent group is enhanced as well.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
274Strata DK Feature Description 5/99
Caller ID
The telephone number and name of a calling party is displayed on the LCD of a ringing Agent 
telephone and can be sent to a PC. A maximum of 10 telephone number digits and 15 name 
characters can be displayed or sent to a computer.
The Caller ID Interface (RCIU) PCB is required, in conjunction with the normal ground or loop 
start CO line PCBs to provide the Caller ID feature. It can be provided on analog loop start lines 
(RCOU/RCOS, PCOU) and analog ground start lines (RGLU) only. It is not available on any other 
type of analog lines, such as DID (RDDU), Tie (REMU, PEMU), or digital T1 lines (RDTU).
An RCIU/RCIS circuit must be available for each line that is to receive Caller ID. When ordered 
from the factory, the RCIU PCB comes equipped with four Caller ID circuits. An RCIS piggy-
back PCB can be installed onto the RCIU to provide four more Caller ID circuits, for a maximum 
of eight Caller ID circuits per slot. Caller ID data for answered calls can be displayed on SMDR 
reports.
Caller ID data is stored in system memory for calls that are abandoned before being answered, so 
users know the name (if provided by the local CO) and telephone number of who called even if 
they did not leave a message. Designated Agent or Supervisor LCD telephones can display and 
Auto Dial the abandoned call numbers. The system can store numbers up to 2,000 with the 
RCTUE/F processor, 1,000 with the RCTUC/D processor, and 400 with the RCTUBA/BB 
processor. Individual stations can store from 0 to 100 in increments of 10. 
DKAdmin can print a list of abandoned call numbers for all telephones that store abandoned call 
numbers.
For computer applications, Caller ID digits and names (if supplied by the local CO), can be sent to 
a PC connected via an RPCI-DI. This enables users to receive pop-up screens on their PC that 
provide information regarding the calling/called party before answering and during the call.
Benefits
Provides valuable information to agents as they answer calls. Computer applications enable users 
to receive pop-up screens on their PC, before answering and during the call, further enhancing 
service to callers. Abandoned call information provides the valuable ability to return calls to those 
callers who did not get through or did not leave a message.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99275
Data Collection and Reporting
The system collects real-time data and transfers it in packets to the MIS processor. The MIS 
processor organizes the information into real-time displays, statistics, and reports. The information 
collected includes ACD call activities (before and after answer), PBX call activity, Agent status, 
average wait times, lost calls, and ACD queue activities. Data can be displayed or printed. For 
more information, see “ACD Call Center Viewer” and “ACD Software MIS (SMIS)” later in this 
section.
Benefits
Effectively assists in managing call center operations.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
276Strata DK Feature Description 5/99
Delay Announcements and Music
Announcements and music are provided to calls in the queue at predetermined time intervals. The 
system provides flexible announcement patterns which can be assigned to each ACD group. Up to 
three different announcements can be programmed per group.
Each announcement can be recorded into an external customer-provided digital announcer. The 
message is synchronized to begin when a call is connected to the announcer.
Each ACD group can have its own announcements and/or music source, or groups can share the 
sources.
The lengths of the music intervals are selected when the feature is programmed. 
Benefits
Provides valuable information to callers while they are on hold. It also keeps them occupied so 
they will continue to hold.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors