Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99297
ACD Supervisor LCD Display
The ACD Supervisor’s LCD telephone can display the number of calls holding in the queue of a 
particular ACD group. By pressing the Queue Status button, the LCD displays the number of calls 
in queue. The Supervisor can also scroll through individual calls holding in queue, displaying the 
line number and how long the call has been in queue. Any ACD Supervisor can display queue 
information about the ACD group logged into or other ACD groups in the system. The queue 
status display is updated every five seconds.
The ACD Supervisor’s LCD telephone can display the status of Agents within a particular ACD 
group. By pressing the Agent Status button, the LCD shows how many ACD Agents are logged 
into the group. The Supervisor can also scroll through individual Agents logged in, displaying the 
Agent ID number, telephone station number, and Agent status (available, unavailable, ACD call, 
PBX call, or After Call Work Time). The Agent status display is updated every five seconds.
Benefits
Provides valuable status information to the Supervisor on their LCD with or without an MIS 
processor.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Supervisor Features
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ACD Supervisor Log In/Log Out
The ACD group Supervisor logs into the group by pressing the Log IN/OUT button, followed by 
the Supervisor ID code. This station now has access to Supervisor features, but the station will not 
receive ACD calls.
Benefits
Makes convenient and easy monitoring of group activities by the Supervisor.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99299
Call Monitoring
Call Monitoring enables a Supervisor to monitor a conversation between an ACD Agent and ACD 
caller. A one-way, listen-only path is established for the Supervisor while the Agent and the caller 
continue their conversation.
As a system-wide programming option, a periodic tone can be inserted into a conversation to 
indicate that the Supervisor is monitoring. The message is also displayed on the Agent telephone’s 
LCD. Or, on a system-wide basis, the monitoring can be done without the tone being inserted into 
the conversation.
Once in the monitor state, the Supervisor continues to monitor each ACD call to the Agent and 
does not have to re-initiate the monitor function with each ACD call. Only ACD calls can be 
monitored, not PBX calls or non-ACD calls.
Benefits
Provides additional call monitoring flexibility and is a valuable training tool.
System Availability
Standard on Strata DK424 with ACD except 
those with RCTUA processors 
						

							Automatic Call Distribution
ACD Supervisor Features
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End of ACD Shift
The group Supervisor can use the End of ACD Shift button to activate the After Shift service of an 
ACD group shift. 
If there are Agents logged in, the End of ACD Shift LED will flash until the last Agent logs off 
after all calls in queue have been answered. Then the LED will be steady on. All incoming calls to 
the ACD group after End of ACD Shift is engaged are directed to a preassigned After Shift 
destination.
Benefits
Enables routing of calls that occur after hours quickly and efficiently without affecting 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 Supervisor Features
Strata DK Feature Description 5/99301
Insight DK and Insight DK Plus
The Insight DK system is a call center management software product that can be configured for 
businesses served by the Strata DK 424 Business Telephone System. The Insight DK and Insight 
DK Plus systems are full-featured ACD MIS tools for call center supervisors, providing user-
defined supervisor displays, user-defined historical reports, scheduled reports, electronic wall 
board connection, and inView™ LAN-based status display messaging. 
Insight DK and Insight DK Plus are a Microsoft® Windows®-based software programs capable of 
using on PCs running Windows 95, Windows 98 or Windows NT®.
©Insight DK is designed for simple supervisor applications. Insight DK offers 3 types of real 
time windows, 4 real time window templates, 12 varieties of reports which cover up to a year’s 
worth of data; and it supports wallboards.
©Insight DK Plus supports up to 80 Supervisor Terminals. It provides more extensive display 
and reporting capabilities, including graphical information, forecasting, and data exporting. It 
also supports electronic wallboards.
Insight DK Plus provides 5 types of real time windows, and unlimited number of real time 
templates, 28 kinds of reports which cover up to a year’s worth of data which can be exported 
to other report generator or spreadsheet programs.
Configurations
The configurations start with a single supervisory position. System option modules can be added, 
including:
©External, wall mounted electronic reader boards for displaying information to a group.
©inView LAN-based PC displays that provide information to Agents or Supervisory personnel. 
(See “inView Features” on Page 315 for graphics of the displays).
©Fully capable sub-supervisors, that allow individual sub-supervisors to control the reports and 
displays needed for their group(s). Each sub-supervisor PC needs to be on with the Insight DK 
Plus application fully functioning while the monitored ACD groups are active to continually 
collect the real time data needed to display complete information for each shift. This is not 
required for reports generated by sub-supervisor PCs because reports are generated from 
information from the master PC.
The configurations can include database backup capabilities, including collecting data and acting 
as an additional resource for generating reports. For instance, critical databases can be stored on a 
reliable server, such as the server used for backing up the organization’s information. Also, 
redundant MIS servers, connected to the Strata DK with a “Y” connector box, can collect event 
data, thus performing additional backup.
System Availability
Optional on Strata DK424 
						

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ACD Supervisor Features
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Single Supervisor Configurations
A single supervisor configuration can be implemented using either Insight DK or Insight DK Plus. 
The software is installed as a networked Server installation, but no physical network connection is 
required. All data is collected and reported from this single position. As with all Insight DK 
configurations, external electronic reader boards, such as a Spectrum Wallboard, can be added 
using an additional COM Port. For an example of a single supervisor configuration, see Figure 15.
Figure 16 Single Supervisor Configuration
Single Supervisor with inView LAN Displays
The single supervisor configuration can be upgraded to provide a Client/Server operation using the 
inView LAN Display clients. These displays can operate on a number of desktops connected via 
the in-house LAN. The Insight MIS Server requires a Network Interface Card (NIC) and must be 
connected to the LAN. The upgrade key for activating inView clients is sold in multiple concurrent 
users licenses to provide the desired number of users.
The Insight MIS Server controls a list of possible users which can be larger than the number of 
concurrent licenses. These clients can be started at any time and will reflect the current status and 
statistics maintained by the MIS Server. See Figure 15 for an example of a single supervisor with 
inView displays.  
Figure 17 Single Supervisor with inView Displays
MIS Server
COM Port Connection
CALLS WAITING: 18   LCW: 15:10
Strata DK
3908
MIS Server
inView Client inView Client MIS Events LAN Connection
Strata DK
3909 
						

							Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99303
Multiple Supervisors Configurations
Multiple supervisor configurations are supported using the Insight DK Plus version only. This 
configuration starts with one PC as the MIS server (the one connected to the Strata DK). All 
additional PC’s loaded with the Insight DK Supervisor software are known as Sub-supervisors and 
receive the MIS Events using the LAN and messages relayed by the MIS Server. Each supervisor 
position provides complete control of its own data, how it is presented and how that location needs 
to operate with a particular group of Call Center Agents. 
The sub-supervisors would typically rely upon the MIS Server for keeping an accurate database of 
events and use that database for all reports prepared by the sub-supervisor. Each Supervisor can 
collect and report on data stored at each location. In this configuration, the Sub-supervisor will be 
responsible for data relating to its real time display screens. See Figure 15 for an example of a 
multiple supervisor configuration.
Figure 18 Multiple Supervisor Configuration
Multiple Supervisors with inView LAN Displays
The combinations of the previous configurations can be extended to include both MIS Supervisor 
Clients and inView Display Clients at the same time. This combination can provide the best of 
both applications where Call Center Supervisors need to control the reports and agents in that 
particular group while still providing key information to agents or other management personnel 
using inView Client. An example of multiple supervisors with inView LAN displays is shown in 
Figure 15.
CALLS WAITING: 18   LCW: 15:10
MIS ServerMIS Client MIS  Client MIS EventsLAN Connection
Strata DK
3910 
						

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ACD Supervisor Features
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Figure 19 Multiple Supervisors with inView Displays
Database Backup Scenario #1
One of the common techniques for ensuring the reliability of the database in PC based systems is 
to provide redundancy of the hard drive memory within the Server. This can be accomplished by 
adding additional hardware within the MIS server and using either redundancy (mirroring) or 
striping of the hard drives for this redundancy.
In many cases, it may be too expensive to provide the redundancy within the MIS Server. To 
accommodate this using other components that may be already available within the customer site, 
the data files can be located on an existing Server which already is built with these capabilities. 
The MIS Server is responsible for the database and files, but routines and operations concerning 
backup and redundancy can administered by the administrator of the Network Server. An example 
of Database Scenario #1 is shown in Figure 15.
Figure 20 Database Backup Scenario #1
MIS Client
inView Client inView Client MIS EventsLAN ConnectionMIS ServerMIS Client
Strata DK
3913
3918
MIS ServerNetwork
Server
Holds data files 
for MIS Server MIS Events LAN Connection
Strata DK 
						

							Automatic Call Distribution
ACD Supervisor Features
Strata DK Feature Description 5/99305
Database Backup Scenario #2
A second method of providing security to the databases could be providing redundant MIS 
Servers, each collecting information from the Strata DK. This operation is more costly in that two 
MIS Server Licenses will need to be purchased. It does carry the added capability that two 
different devices are collecting the Call Events and keeping a database of activities. The switching 
from the Primary to the Backup Server is not automatic, but requires manual changes from each 
client making the connection to the server. Database Backup Scenario #2 is depicted in Figure 15.
Figure 21 Database Backup Scenario #2
Fully Configured Insight DK Plus System
A fully configured Insight DK Plus system can contain up to 80 supervisors, and many inView 
Clients. Each supervisor can have external wallboards to display messages and information for 
that group of agents. The MIS Server could be implemented with dual MIS Servers for data 
redundancy or it could be connected to an in-house server which provides the database redundancy 
and backup routines as part of the normal operation of the in-house computer system. The choices 
are up to the needs of the customer. See Figure 15 for an example of a fully configured system.
MIS Client
inView Client inView Client LAN ConnectionMIS Server MIS Events
Y Connector
MIS Events
MIS Server
MIS Client
3915
Strata DK 
						

							Automatic Call Distribution
ACD Supervisor Features
306Strata DK Feature Description 5/99
Figure 22 A Fully Configured System
Strata DK System Compatibility
The Insight DK product family is compatible with the Strata DK280 and DK424 Business 
Telephone Systems. The ACD functionality was introduced with Release 2 and has continued to 
be enhanced through the latest release. Due to differences in operation with the different releases, 
not all parameters will be reported in some Strata DK systems. A summary of differences follows:
©Release 2 uses CO Line positions for ACD calls and thus does not have the concept of PBX 
calls nor outgoing calls from an agent. DID numbers could not be used as part of ACD calls, 
thus DID reports will not report any data.
©Release 3 uses Phantom DNs  for ACD calls and the introduction of PBX calls. Dialed 
Number Identification Services (DNIS) can be used to route calls to ACD groups, but 
reporting of this number over the MIS Link was inconsistent and the DID reports cannot be 
relied upon for accurate information unless the system uses Release 3.2 or higher.
©Release 4 adds messages for indicating when an agent phone is ringing. Reports of calls 
overflowing from an agent who does not respond to the ringing line and the call moves to 
another agent within the same group can be counted.
Toshiba recommends using Release 3.2 or higher with Insight DK to get the full value of the 
reported events.
Single Supervisor Configuration – Server
Hardware
©Pentium® PC - minimum 133 MHz 
©16 MB minimum memory for Windows 95/98 or 32 MB for Windows NT 4.0
©1 printer port for license verification and optional printer connection
©1 COM port for Strata DK MIS Event data stream
MIS Client
inView Client inView Client MIS EventsLAN Connection
MIS ServerMIS Client
3916
Strata DK
CALLS WAITING: 18   LCW: 15:10
Network Server