Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99327
Figure 30 ACD Agent View
Alarms
Visual and audible alarms alert the call center Supervisor when certain thresholds are exceeded. 
The Supervisor can then take appropriate action. Visual alarms flash the screen or title bar. Audible 
alarms sound over the standard PC speaker or play a sound wave (.WAV) file through the PC’s 
sound card and speakers. Alarm thresholds (see Figure 31) are user defined to enable flexible 
control of service levels.
Visual and audible alarms for each ACD group 
include:
©Calls in queue (number of calls waiting)
©Longest call waiting
©Unavailable Agents
Title Bar
The title bar (see Figure 32) makes it easy to constantly monitor the ACD group’s status while 
working in other applications. It fits conveniently into the unused area of most applications, at the 
top or bottom of the screen. It displays real-time ACD status information that is visible to the 
Supervisor at all times, and provides visual and audible alarms to alert the Supervisor when 
thresholds are exceeded.
Figure 32 Title Bar Display
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Figure 31 ACD AlarmThresholds 
						

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ACD Feature Interaction
328Strata DK Feature Description 5/99
The title bar displays the following information:
©Number of calls waiting (CW)
©Longest call waiting (LCW)
©Number of Agents logged-in (LOG)
©Number of busy Agents (Busy)
©Number of Agents available (Avail)
©Number of Agents unavailable (Unavail)
©Group name (“Tech Support”)
Button View Format
The title bar can also be displayed in a condensed Button View format (see Figure 33). Button 
view displays as one of the open applications minimized on the Windows task bar line at the 
bottom of the screen. Clicking the mouse on the button expands the Button View to the full line 
display.
Figure 33 Button View
Configurations
The Call Center Viewer computer can connect directly to the DK424, to other Call Center Viewer 
computers, or to a Software MIS (SMIS) computer.
Direct Connection to DK424
The Call Center Viewer application 
host PC can connect directly to the 
DK424 MIS port on an RSIU, 
RSSU, PIOU, or PIOUS card (see 
Figure 34). 
Host PC with Call 
Center Viewer (CCV)
CALLS WAITING: 18   LCW: 15:10
Strata DK
Wall Board
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Figure 34 Direct Connection to DK424 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99329
Connection to Insight DK or SMIS
If a SMIS computer or MIS system is 
connected to the DK424 MIS port, 
the Call Center Viewer application 
host PC connects to it through a “Y” 
cable RS-232 splitter distribution box 
(see Figure 35). (Toshiba 
recommends model TL159A from 
Black Box® Corporation for this 
purpose.)
The Call Center Viewer monitors the 
connection between the Toshiba 
SMIS, MIS or another Call Center 
Viewer application PC. This enables 
the Call Center Viewer application 
PC to work in conjunction with the SMIS computer which is already connected to and controlling 
the DK424 MIS port.
The Call Center Viewer application and the SMIS application must reside on separate computers 
since SMIS requires a dedicated PC. The Call Center Viewer provides real-time status displays 
and connection of electronic Wall Boards, while SMIS provides historical ACD reports.
Multiple Supervisor Call Center Viewer Applications
By using RS-232 splitters in a “Y” cable distribution box connection (Toshiba recommends model 
TL159A from Black Box Corporation for this purpose), several PCs running the Call Center 
Viewer application can connect, in the monitor mode, to the DK424 MIS port (see Figure 36). This 
flexibility provides a variety of multiple Supervisor and electronic wall board connection 
configurations.
Each host PC Call Center Viewer application functions independently of the other connections. 
This functionality enables each group Supervisor to view real-time data associated with their 
particular group or all ACD groups.
Figure 36 Multiple Supervisor Configurations
Strata DK
SMIS/MIS
Host PCSpectrum Wall Board Displays
TECH SUPPORT CW:18   LCW: 15:10
MARKET SUPPORT CW:2   LCW: 1:56
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Figure 35“Y” Splitter Connection
Strata DK
Host PC
Host PCSpectrum Wall Board Displays
TECH SUPPORT CW:18   LCW: 15:10
MARKET SUPPORT CW:2   LCW: 1:56
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TECH SUPPORT CW:18   LCW: 15:10
MARKET SUPPORT CW:2   LCW: 1:56
CUSTOMER SUPPORT CW:5   LCW: 3:15
Strata DK
SMIS/MIS
Host PC
Host PC
Host PCSpectrum Wall Board Displays
TECH SUPPORT CW:18   LCW: 15:10
MARKET SUPPORT CW:2   LCW: 1:56
CUSTOMER SUPPORT CW:5   LCW: 3:15
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Spectrum Electronic Wall Boards
Electronic wall boards can be connected to the Supervisor’s PC to display call center status data. 
This provides visibility of important call center event information to both Supervisors and Agents. 
The Supervisor can also send custom, user-defined text information to the electronic wall board 
which can be used for general information or motivational messages. 
One copy of the Call Center Viewer application supports a wall board network which can cover all 
active ACD groups. The Call Center Viewer application works best with Spectrum 200 and 300 
series wall boards.
Multiple Wall Boards
Multiple wall boards can be connected to the Call Center Viewer application PC. The boards can 
be assigned to individual ACD groups, to one ACD group, or multiple ACD groups can share one 
wall board.
Priority Text Messages
You can send Priority Text Messages from the Call Center Viewer application to an individual, a 
group, or all wall boards. You can use Priority Messaging for motivational messages (i.e., 
Congratulations We Made the Numbers) or informing the group of current priorities (i.e., Meeting 
at 2:00). When a Priority Message displays, all other messages including ACD information 
suspends for the duration of the Priority Message.
You can enter messages sent to the group at the host PC. When Priority Messaging is used 
frequently by a number of different Supervisors, we recommend configuring the Call Center 
Viewer application and wall board on each Supervisor’s PC. This enables Supervisors to access 
real-time data and eliminates the need for the Supervisor to access the host PC (which could be 
unavailable) when sending their group a Priority Message.
Product Line Strategy
Call Center Viewer is an addition to the Strata DK product line and does not replace SMIS. Call 
Center Viewer provides real-time ACD status displays but not reports. For call center customers 
not needing reports, Call Center Viewer is ideal, because of its easy-to-use Windows format and 
concurrent operation with other applications. It is also a very cost-effective way of accommodating 
multiple ACD Supervisors and connecting electronic wall boards. Add SMIS when historical 
reporting is needed.
Cost-effective Incremental Growth
A major advantage of the Call Center Viewer is the ability to add ACD supervisory display and 
reporting capabilities when needed. This enables call center expansion to progress at the same 
pace as business growth.
©The Call Center Viewer application can be used by itself for call centers 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 overhead messages.
©Additional Call Center Viewer applications can be added to support multiple ACD group and 
ACD call center Supervisor display applications. 
						

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ACD Feature Interaction
Strata DK Feature Description 5/99331
©The Call Center Viewer can be used with Software MIS (SMIS) for call centers needing 
historical reports as well as real-time ACD group status displays. 
						

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ACD Feature Interaction
332Strata DK Feature Description 5/99
ACD Software MIS (SMIS)
SMIS was designed for small- to medium-sized ACD systems. It is entirely software-based, and 
can be run on an IBM 486 or compatible DOS computer. SMIS requires the Strata DK RKYS3 
feature key, PPTC9 adapter, and a TTY interface circuit card (typically an RSIU PCB).
SMIS provides Supervisors with a wide variety of status, statistics, and traffic displays and reports 
used to monitor the performance of ACD groups and individual Agents. Figure 37 shows the menu 
hierarchy of SMIS.
NoteSMIS requires the DK RKYS3 feature key, PPTC9 adapter, and a TTY interface circuit 
card (typically an RSIU PCB).
Figure 37 SMIS Menu Hierarchy
System Availability
Standard on Strata DK424 with ACD 
software and MIS port
1 Agent Statistics ASTR
2 System Status SSUR
3 Agent Performance AGPR
4 Supervisor Group SUGR
5 ACD Group Overflow GOFR
6 EXIT to Reports Menu RPTSMACD Report Menu
Work Unit Report Menu
1 Agent Work Unit AWUR
2 Work Unit WUTR
3 EXIT to Reports Menu RPTSM ACD Spectrum Menu
1 Delayed Call DCSR
2 Lost Call LCSR
3 Incoming Call Duration ICDR
4 EXIT to Reports Menu RPTSM
1 Agent Status ASUD
2 Agent Statistics ASTD
3 System Status SSUD
4 ACD Group Traffic Monitor GTMD
5 EXIT to Main Menu MAINMDisplay Menu
1 ACD Report Menu ACDRM
2 ACD Spectrum Menu SPECM
3 Work Unit Report Menu WURM
4 EXIT to Main Menu MAINMReports Menu
1 Display Menu DISPM
2 Reports Menu RPTSM
3 EXIT to Logout LOGOUTSupervisors Main Menu
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SMIS System Configurations
SMIS must be installed on a dedicated 486 PC or above. The PC should have at least 4MB of 
RAM memory (16MB recommended), a 3.5 floppy-disk drive, a hard disk (100MB or larger), one 
serial and one parallel port, and a color monitor capable of displaying 25 lines of 80 characters 
each. For more details about SMIS, refer to the SMIS Supervisor’s Guide.
Supervisor Displays
The SMIS provides Supervisors with a wide variety of status, statistics, and traffic displays used to 
monitor the performance of ACD Groups and individual Agents.
These real-time displays show the Supervisor what type of work the Agents are involved in; how 
efficiently the Group is handling incoming calls; how quickly calls are being answered; and how 
many calls were lost. The real-time displays are updated every few seconds. 
The Supervisor terminal can use either color or monochrome monitors. Color monitors can be 
programmed to display important information in a variety of colors to further emphasize such 
things as alert levels that affect ACD Group performance, and current Agent status such as Agent 
available, Agent talking, Agent in After Call Work Time mode, and logged out or unavailable.
The following paragraphs describe the available Supervisor screens.
Agent Statistics
Displays the current status of each Agent within the ACD group, plus the accumulative 
call-processing information for that period. Included are:
©Number of calls waiting
©Longest call waiting
©Number of calls handled
©Average talk time
©Average After Call Work Time
©Average handling time (talk plus After Call Work Time)
©Available time
©Number of PBX calls originated and received Name and ID number, ACD group number
©Productivity percentages
©Auxiliary work (non-ACD) time
The display shows the totals of each Agent’s statistics. It also shows group statistics, including the 
group-productivity percentage, and warns if the service level of the group is falling below 
acceptable levels. Figure 38 is an example of the display. 
						

							Automatic Call Distribution
ACD Feature Interaction
334Strata DK Feature Description 5/99
Figure 38 SMIS Agent Statistics Display
Agent Status
Displays the current availability of each Agent within the ACD group. Included are the Agent’s 
ACD ID number, Agent’s name, current status, and Work Unit code, if used. Figure 39 is an 
example of the SMIS display.
Figure 39 SMIS Agent Status Display
Group Traffic Monitor
Group Traffic Monitor displays real-time statistical information used by the Supervisor in 
evaluating ACD staffing requirements. Included are: 
©Total calls offered, answered, overflowed, and lost
09:25   6/10/97 Tuesday
Number of Agents – Manned:  9   Busy:  4   Avail:  1  Unavail:  4
CW:  1   TM:  10Agent Statistics DisplayACD Group: 1
No.Agent
NameCurrent
StatusStat
TimeWork
UnitCall
Hndl TalkAverage
ACW HndlAvail
TimeAux.
WorkNon-
ACD%
Prod
401
402
403
404
405
406
407
409
414Jane
Robert
Alan
Jeff
Judy
Tom
Ted
Ron
ErinUnavail
Talk
Unavail
Unavail
Avail
Talk
Unavail
Aft Call
Talk0:26
0:03
6:33
9:40
2:36
3:15
8:49
:45
4:450
0
1
2
1
1
0
2
3
100
0
565
240
465
189
0
485
320
2510
0
44
25
44
67
0
0
23
220
0
609
265
509
256
0
485
343
2730:26
0:18
1:30
0:00
0:00
2:48
0:00
1:53
4:40
1:16100
32
64
48
100
75
100
93
81
77
550:00
0:00
0:00
0:00
0:00
0:00
0:00
0:00
0:00
0:000
0
0
0
0
0
0
0
0
0
Totals
1972
09:25    6/10/97      Tuesday Agent Status Display
AgentsNo. 
2401
2403
2405
2407
2414Name
Jane
Alan
Judy
Ted
ErinStatus
Unavail
Unavail
Avail
Unavail
TalkStat
Time
0:26
6:33
2:36
8:49
4:45Work
UnitNo.
2402
2404
2406
2409Name
Robert
Jeff
Tom
RonStatus
Talk
Unavail
Talk
Aft CallStat
Time
0:03
9:40
3:15
0:45Work
Unit
55Agents
ACD Group: 1
1973 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99335
©Service-level percentage, average speed of answering, maximum delayed call (in seconds), 
current calls waiting
©Number of logged-in, busy, available, and unavailable stations
Three warning messages are displayed to indicate when the service level for a group is falling 
below the acceptable levels (e.g., service quality is low, bad, or unacceptable).
Figure 40 is an example of the display.
Figure 40 ACD Group Traffic Display
System Status
Accumulative ACD group totals display that the Supervisor is enabled to view. Included for these 
groups are:
©Total number of calls offered, answered, overflowed, and lost
©Average talk time, after-call time, and handling time
©Total number of calls delayed (held in queue)
©Overall service level percentage
©Total current number of calls waiting to be answered (queue)
©Maximum number of calls in queue at one time
©Longest time (in seconds) that a call waited to be answered
See Figure 41 for an example of the display.
11:16    6/10/97    TuesdayACD Group Traffic Display
ACD Group
Offered
Answered
Oflo Ans
Lost
Serv Levl
A.S.A.
Long Wait
Calls Wait
Manned
Busy
Available
Unavail1
3
3
0
0
100
26
0
0
3
1
2
02
8
6
0
2
86
16
28
2
6
3
0
33
3
3
0
0
100
18
10
1
2
2
0
04
6
6
0
0
100
10
0
0
3
0
3
0
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							Automatic Call Distribution
ACD Feature Interaction
336Strata DK Feature Description 5/99
Figure 41 ACD System Status Display
Supervisor Reports
The Supervisor can run a number of reports that provide information and statistics on individual 
Agents, ACD Groups, or the system status over a selectable time period. Each report can cover the 
following time periods: periods (60 minutes), shift, daily, weekly, monthly, and yearly (up to two 
years). The time frame used to compile the report is shown at the top of each report. The overall 
total (or average) for each item on the report is included at the end of the report.
The SMIS and Strata DK systems provide the following reports. These reports have the same 
layout when printed or displayed. SMIS can differentiate between PBX calls made to an internal or 
an external destination. However, Strata DK reports all outbound calls to the SMIS the same way. 
Because of this, all outbound call data is collected and reported as Originated Internal PBX Calls.
Agent Performance
The Agent Performance Report (see Figure 42) provides call processing and after-call-activity 
information for all Agents within an ACD group. This report can be used for evaluating the 
performance of each Agent in relation to other Agents in the group. Included on the report are:
©Agents’ ID numbers and names
©Total log in times
©Number of ACD calls handled
©Number of PBX calls handled (DK424 Release 3)
©Average ACD talk, work-handling times, and available times
10:15    6/10/97    TuesdayACD System Status Display
Grp
No.
1
2
TotlSrv
Lvl
82
50
66Calls
Offd
11
5
16Prim
10
4
14Oflo
0
1
1Lost
1
0
1Dely
1
2
3Talk
47
73
60Hndl
48
73
60Dely
46
65
55Curr
1
0
1Max
2
3
3Long
89
00
97Handled Calls Average Waiting
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