Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99277
Dialed Number Identification Service (DNIS)
DNIS identifies the number dialed by the calling party regardless of which incoming line the call is 
on. A 16-character alphanumeric is displayed on the ringing Agent telephone’s LCD. DNIS digits 
can also be sent to an application computer. DNIS names will display on direct, incoming, and 
transferred calls that overflow from the ACD group that cannot forward calls to the ACD group. 
This enables calls to be answered appropriately by type of call.
DNIS is supported on digital (T1), or analog (DID), and Tie lines. It is typically used with 1-800 
calls using long-distance carriers over T1, but can be provided over analog DID and Tie line 
circuits. DNIS calls can be routed to unique ACD groups for each DNIS number, and each DNIS 
number can be routed to different destinations during Day/Day2/Night mode.
DNIS digits can be received independently or simultaneously with ANI digits.
The Strata DK424 supports the following DNIS maximums (see Table 20).
Benefits
Enables multiple calls to the same line or line group, providing optimum trunk usage as well as 
helpful called number/name identification information. This provides more efficient usage of CO 
lines than the traditional usage of 800 numbers. Traditionally, each 800 number was assigned to its 
own line group, often resulting in a large number of under-used lines. The DK424’s DNIS 
capability solves this problem by using each DNIS line on an as-needed basis for different 800 
number calls.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors
Table 20 Strata DK424 Maximums
RCTUBA/BBRCTUC/3RCTUE/F
DNIS Numbers 350 500 500
Telephone Network Numbers 200 300 300 
						

							Automatic Call Distribution
ACD System Features
278Strata DK Feature Description 5/99
Inbound Call Routing
Calls can be routed into the ACD queues from incoming CO lines, DID, or Tie lines. They can be 
transferred into the ACD queue from the Auto Attendant, answer position, or any station in the 
system, as well as through the DNIS routing table. See the Strata DK424 ACD/MIS General 
Description for more details.
Benefits
Routes calls to the appropriate ACD group from anywhere within the system.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99279
Overflow
ACD calls are sent to the ACD group queue when all Agents in the group are busy. Calls in queue 
can be programmed to overflow to specified destinations or remain in queue and not overflow 
independently for each ACD group.
ACD calls in queue can be programmed to overflow to: 
©A designated DN (PDN or PhDN) or group of stations
©Another ACD group
©An announcement
©An Attendant Console
©A signaling device such as chimes or a bell
©The DK424 built-in or external automated Attendant (ground/loop start lines only, not Tie, 
DID or DNIS lines)
©Voice mail
©Distributed Hunt group
An ACD group can have two overflow destinations programmed. The call overflows from the 
queue to one destination when the caller has received a specified number of announcements, with 
a maximum of three announcements. Calls are sent to the second destination when the caller has 
been in queue for a specified time up to a one hour maximum.
Overflow timing for each destination can be set independently so that overflow will occur at the 
first destination, if idle; but, if the first destination is busy, the call overflows to the second 
destination immediately or after a predetermined time delay.
Notes
lTie and DID lines cannot be routed (overflow or otherwise) to the DK424 built-in Auto 
Attendant.
lTie and DID lines can overflow to a single PDN, PhDN, or ACD group, but not to multiple 
stations.
Overflow-Idle Only
If an overflow destination is idle when a call’s overflow time occurs, the call is immediately sent to 
the overflow destination. The destination can be a station or another ACD group. If both of these 
overflow destinations are busy, the call remains in the queue until either of these two overflow 
destinations become idle or an Agent in the original ACD group becomes idle.
The system continuously monitors the Agents and the overflow destinations for an idle condition 
and routes the call appropriately when one becomes idle.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
280Strata DK Feature Description 5/99
©Overflow to Another ACD Group: An Overflow to Another ACD group sends the calls 
waiting in queue to another ACD group. Each ACD group can have an overflow group to act 
as a backup in the event that the original ACD group is unable to handle the call. Each ACD 
group can be the overflow point for multiple ACD groups. Each ACD group queue is 
associated with an overflow threshold which determines when the calls will overflow. 
Overflow can be set to occur after a user-specified time in queue and/or a particular point in 
queue. After the third “All Agents are Busy” announcement, for example.
If the overflow group’s Agents are all busy, the call will not overflow; it will remain in the 
original group’s queue.
©Look-ahead Operation: If the Overflow-idle Only option is set at overflow time, the system 
“looks ahead” to verify that the overflow destination is not busy. If it is busy, the call remains 
in queue and does not overflow. The system looks ahead, continuously checking the overflow 
destination, and sends the call to the overflow destination when it becomes idle.
©Look-back Operation: If the Overflow-idle Only option is set and the overflow destination is 
busy at overflow time, the system looks back continuously to check for an idle Agent in the 
ACD group while it simultaneously checks for an idle overflow destination. If either an 
overflow destination or an ACD Agent becomes idle, the system sends the call to that 
destination.
Overflow-Busy or Idle
The ACD call exits the queue and rings the overflow destination when it is idle or busy. The 
destination can be a station, a group of stations, an Attendant Console or the DK424 built-in Auto 
Attendant. If the overflow station is busy, it receives muted CO line ringing. If the DK424 Auto 
Attendant is busy, the overflowing call camps onto the Auto Attendant until it becomes idle at 
which time the Auto Attendant answers the call. Overflow to a busy destination is available on 
ground and loop start lines only – not on DID or Tie lines.
Benefits
Overflow provides callers better service when agents in the group are too busy to handle holding 
calls within a reasonable time frame. The various look-ahead and look-back options make sure that 
calls overflowing to another destination will be helped as soon as possible. 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99281
PBX Calls
A PBX call is any incoming call (direct, transferred, forwarded, etc.) to the Agent’s ACD Call DN 
button (not to the ACD group number). A PBX call is also any outgoing call placed from the 
Agent’s ACD Call button. When on a PBX call, an Agent cannot receive ACD calls. When on an 
ACD call, an Agent cannot receive PBX calls.
Benefits
Enables making and receiving non-ACD calls in addition to ACD calls. PBX calls are reported on 
MIS reports in addition to ACD calls.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
282Strata DK Feature Description 5/99
Queuing
Each ACD group has its own queue. If Agents are busy as calls arrive at an ACD group, the calls 
are placed in queue. As the Agents become available, calls are distributed from the queue on a 
first-in, first-out basis. While in the queue, callers may listen to music, announcements, or be 
directed to an overflow destination.
Some of the key features of queuing are:
©The announcements and music source for each group can be separate or groups can share 
announcements and music sources.
©Queue timing parameters and announcement sequences can be set independently for each 
ACD group.
©Up to three different announcements can be sent to callers in an ACD queue. One, two, or 
three announcements can be repeated at intervals or the announcements can be sent only once. 
ACD announcements are sent to callers via dealer-supplied digital announcement devices, 
which must be connected to standard telephone circuit ports.
©Each group can have a separate music source or no music at all. The music source can be the 
system’s Music-On-Hold source or a music source connected to a designated electronic or 
standard telephone port.
©The maximum time a call can be in an ACD queue can be set at one-second intervals for up to 
one hour for each ACD group. The time can also be disabled, allowing a call to remain in 
queue indefinitely. After the queue timer expires, the call will overflow to the queue’s 
overflow destination if it is idle, or, depending upon the destination and programming, if it is 
idle or busy (refer to “Overflow” at the beginning of this section). 
©The auto-disconnect time automatically disconnects a call in an ACD queue. This time is set or 
disabled separately for each ACD group and is normally only used on loop-start type central 
office lines which may not provide reliable disconnection if a caller hangs up while in an ACD 
queue.
Benefits
Provides flexibility so each ACD group can treat calls holding in queue according to the 
requirements of that group.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD System Features
Strata DK Feature Description 5/99283
Queue Alarm Timer
The Queue Alarm Timer may be programmed to sound immediately at the Supervisor’s station 
when the number of calls in queue exceed a specified quantity or for a specified period of time (up 
to 255 seconds). A second alarm may be programmed to sound at any interval up to 600 seconds 
from the first call alarm.
The alarm alerts the Supervisor immediately when the queue size exceeds a predetermined 
threshold (1~144 calls), or permits up to two alarms to sound after a programmable wait time has 
passed. The queue thresholds are:
©First queue, program from 0~255 seconds
©Second queue, program from 0~600 seconds
Alarms can be used in a maximum of 16 ACD groups (8 on RCTUBA/BB).
Benefits
Alerts the Supervisor when corrective action is required. This provides better service to callers.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
284Strata DK Feature Description 5/99
ACD Agent Features
An Agent in an ACD group may use either a Toshiba-proprietary telephone or standard type 
telephone. Toshiba-proprietary telephones have feature buttons and may have a LCD. The feature 
buttons can be used to access Agent features. The LCD provides information about each ACD call 
and the ACD group.
The following are the features available to an ACD Agent.
©“ACD, PBX, and Non-ACD Calls”
©“ACD Call Pickup”
©“ACD Display Information”
©“ACD Help”
©“After Call Work Time”
©“Auto Answer with Zip Tone”
©“Log In/Log Out”
©“Unavailable Mode”
©“Work Unit” 
						

							Automatic Call Distribution
ACD Agent Features
Strata DK Feature Description 5/99285
ACD, PBX, and Non-ACD Calls
Agent digital/electronic telephones require a unique, single appearing PhDN programmed on an 
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 DNs or CO Line buttons. ACD Agents can answer and make these various types of 
calls as defined below.
©ACD Call – An incoming external line call that is routed or transferred to an ACD group and 
then rings on the ACD Call button.
©PBX Call – An external or internal call that is routed or transferred directly to the ACD Call 
button 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.
©Non-ACD Call – Any call received by or originated from a DN or CO Line button that appears 
on an Agent telephone, other than the ACD Call button. When on a non-ACD call, an Agent 
can receive ACD calls, because the ACD calls will ring on the ACD Call button if idle.
Benefits
ACD agents can make and receive regular calls in addition to receiving ACD calls. PBX calls will 
be reported on MIS reports in addition to ACD calls.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Agent Features
286Strata DK Feature Description 5/99
ACD Call Pickup
ACD Call Pickup enables ACD Agents or Supervisors to answer ACD calls ringing to Agents 
within their group by pressing the ACD Pickup button. Only calls to Agents logged into the same 
ACD group can be picked up.
Benefits
Agents can answer calls for each other when needed.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors