Toshiba Strata Dk14, Dk40i, Dk424 General Description Manual

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99337
Figure 42 SMIS Agent Performance Report - Daily
Agent Statistics
This report summarizes the performance of individual Agents (see Figure 43). The information 
regarding the Agent includes:
©Name, ID number, and ACD group number
©Productivity percentage, number of calls per hour, number of work unit codes entered, and 
number of Supervisor assistance calls
©Total log in time, talk time, after call work time, available and unavailable time
©Number of ACD and PBX calls received and originated, and the average length of the calls
NoteAll Agent calls originated are reported in the “Internal” section of PBX calls. “Originated 
External is left blank.
Figure 43 ACD Agent Statistics Report
Avg
Talk
(Sec.)Avg
Work
(Sec.)Avg
Hndlng
(Sec.)
00:00    6/10/97
23:59    6/10/97               ACD Group: 1            
4104
4105
4106
4108
4114
Agent Performance Report—Daily
ACD Group Related Work
Page 1
PBX WorkOriginatedLogin
Time
(Hrs)Avail
Time
(Hr.) Calls
Handled Agent
No.
7.1
7.7
7.9
7.8
7.9
38.7
38.7 Totals:
Grand:19
17
39
33
42
150
150254
272
309
300
411
309
30944
36
40
31
5
31
31298
308
349
331
416
340
3401.3
0.7
3.1
1.3
1.5
8.0
8.0Aux.
Work
(Hr.)
0.0
0.0
0.0
0.0
0.0
0.0
0.0 Agnt
Prod
(%)
40.46
27.98
88.48
55.96
80.65
62.45
62.45
CallsAvg Dur
(Sec.)
Ed
June
Tom
Keith
Sally Agent
Name0
0
0
0
0
0
00
0
0
0
0
0
0
1978
39 309Avg
Talk
Sec.
40 Avg
Work
Sec.349 Avg
Hndlng
Sec.
ACD Group Related Work
00:00    6/10/97
23:59    6/10/97
Agent  # :   4106     Name: TOM             ACD Group: 1     
Prod  % :   88.48     ACD Calls/hr :    4.9     WU    PEG    Cnt:    14    Agent Statistics Report—Daily
3.1   
39.0%
ACD Group Related WorkHours Breakdown
Page 6
0.0   
0.0%
Aux.
WorkPBX Work
0.0   
0.0% Intern
0.0   
0.0% Originated
Extern
0.0   
0.0% Hold
PBX Work
Login
Time
3.4
43.0%Talk
Time
0.4
5.3% After
CallAvail
Time
0.9   
11.5% Unav
Time
Call Analysis
0 Originated
0 External
Number Sec.
0   Sec.
0 InternalNumber
Calls
Handled 7.9
1990 
						

							Automatic Call Distribution
ACD Feature Interaction
338Strata DK Feature Description 5/99
Delayed Call
This report provides a summary of all calls offered to a group versus totals and percentages of calls 
handled, calls delayed, and percentages of calls answered within predefined time increments. See 
Figure 44 for an example.
This information can be compared to other reports, such as Agent Statistics and System Status 
Reports, to see if Agents are working efficiently, and if staffing is adequate.
Figure 44 SMIS Delayed Call Spectrum - Daily
Group Overflow
Overflow information is used to determine under-staffing and over-staffing conditions. This report 
(see Figure 45) summarizes the calls to the group and displays primary and secondary traffic for 
comparison purposes. Included in the report are: 
©ACD group number
©Number of calls offered
©Percentage of calls handled, lost, and overflowed to another group
63
0
31
52
16
32
40
55
9
74
90
4163
0
0
13
0
5
0
0
25
0
0
453
0
10
7
5
0
0
10
8
0
0
543
0
5
7
16
5
6
0
0
13
0
5 33
0
0
0
0
5
0
5
0
0
0
1 28
0
5
0
5
0
6
0
0
0
10
3 18
0
10
0
11
11
12
5
8
13
0
7 13
50
0
0
16
16
6
0
17
0
0
8 8
50
10
7
26
5
0
10
0
0
0
9 6
0
10
7
0
5
12
5
0
0
0
5 4
0
5
0
0
11
6
5
8
0
0
4 2
0
0
0
0
5
0
0
0
0
0
1 Max
Dly
12
376
330
326
339
371
529
133
1284
2132
213223
0
14
7
5
0
12
5
25
0
0
7Avg
Dly
8
76
104
58
67
81
140
37
410
1340
211%
Dlyd
100
100
100
100
95
100
100
100
100
100
99No
Calls
Dlyd
6
21
15
19
18
17
21
12
8
10
147No
Calls
Offrd
6
21
17
20
20
17
24
12
18
13
168Time
HHMM
6:00
7:00
8:00
9:00
10:00
11:00
12:00
13:00
14:00
15:00
Total00:00   6/10/97
23:59   6/10/97                         ACD Group:  1
Delayed Call Spectrum – DailyPage 1
Percent Calls Handled Within x sec.+
No
Calls
Hndld
6
21
15
19
19
17
21
12
8
10
148
1991 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99339
.
Figure 45 SMIS ACD Group Overflow Report - Daily
Incoming Call Duration
Call duration statistics for a specified ACD group are provided by this report (see Figure 46). The 
report is useful in determining staffing requirements and modifying acceptable service levels for 
each group. Information included is:
©Number of calls handled
©Average duration of calls
©Longest single-call duration
©Percentage of calls answered within predefined time periods (in seconds)
Figure 46 SMIS Incoming Call Duration Spectrum - Daily
00:00   6/10/97
23:59   6/10/97                     ACD Group:  1ACD Group Overflow Report – DailyPage 1
Calls
Lost
(%)
0.00
0.00
11.76
5.00
5.00
0.00
12.50
0.00
55.56
23.08
11.29Calls
Offered
6
21
17
20
20
17
24
12
18
13
168Time
HHMM
600
700
800
900
1000
1100
1200
1300
1400
1500
TotlPrimary
Handled
(%)
100.00
100.00
88.24
95.00
95.00
100.00
87.50
100.00
44.44
76.92
88.71Ovfl
(%)
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
0.00
1975
00:00
23:596/10/97
6/10/97Incoming Call Duration Spectrum – DailyACD Group:   1Page 1
230
66
41
65
41
64
58
56
43
74
60
56230
0
14
7
11
0
0
5
8
0
10
6200
0
0
7
11
0
0
14
8
0
0
5170
0
5
0
5
11
12
0
0
13
10
5 140
0
10
0
5
0
6
0
25
13
0
5 120
0
0
0
11
5
0
10
8
0
10
5 80
17
0
7
11
5
0
5
0
0
10
5 60
0
10
7
5
5
6
0
0
0
0
4 40
0
0
0
0
5
0
0
8
0
0
1 30
0
5
0
0
0
12
0
0
0
0
2 20
0
0
0
0
0
0
0
0
0
0
0 10
0
5
0
0
0
6
0
0
0
0
1100
17
10
7
0
5
0
10
0
0
0
5
Max
Dur
(sec)
521
848
979
1453
1334
1143
1046
441
1429
811
1453Avg
Dur
(sec)
298
241
372
345
353
311
328
210
563
369
329No
Calls
Hndld
6
21
15
19
19
17
21
12
8
10
148Time
HHMM
6:00
7:00
8:00
9:00
10:00
11:00
12:00
13:00
14:00
15:00
TotalPercent Calls Lasting Less Than x sec.
+
1976 
						

							Automatic Call Distribution
ACD Feature Interaction
340Strata DK Feature Description 5/99
Lost Call
Provides a summary of calls that were disconnected before being answered or that left the queue 
after the queue timer period expired (see Figure 47). Percentages are calculated based on 13 time 
intervals (defined by the System Administrator).
This information is useful when determining the length of waiting periods before delay 
announcements are given, or ACD calls overflow into another group. The Caller ID and ANI 
numbers of callers that hang up while waiting in queue are not shown on the Lost Call report. 
These numbers are stored in system memory and can be displayed at a Supervisor telephone or 
other designated LCD telephone.
Figure 47 SMIS Lost Call Spectrum - Daily
Supervisor Group
The Supervisor’s Group report provides call processing and after-call activity information for 
ACD groups. The report is similar to the Agent Performance report except that instead of detailing 
each Agent’s statistics, group totals based on a requested time frame are shown. 
Daily reports reflect each hour in the day. Monthly reports reflect each day in the month. Yearly 
reports reflect each month in the year. All Agent calls originated are reported in the Internal 
section of PBX calls. Originated External is blank. See Figure 48 for an example.
00:00   6/10/97
23:59   6/10/97                          Lost Call Spectrum – DailyACD Group:  1    Page 1
63
0
0
50
0
100
0
100
0
90
100
8563
0
0
0
0
0
0
0
0
0
0
053
0
0
0
0
0
0
0
0
0
0
043
0
0
0
0
0
0
0
0
0
0
0 33
0
0
0
100
0
0
0
0
0
0
5 28
0
0
0
0
0
0
0
0
10
0
5 18
0
0
50
0
0
0
0
0
0
0
5 13
0
0
0
0
0
0
0
0
0
0
0 8
0
0
0
0
0
0
0
0
0
0
0 6
0
0
0
0
0
0
0
0
0
0
0 4
0
0
0
0
0
0
0
0
0
0
0 2
0
0
0
0
0
0
0
0
0
0
0 Max
Lost
Dly
0
0
121
32
98
0
445
0
609
852
85223
0
0
0
0
0
0
0
0
0
0
0
Avg
Lost
Dly
0
0
69
32
98
0
280
0
333
386
109%
Lost
0
0
12
5
5
0
13
0
56
23
12No
Calls
Lost
0
0
2
1
1
0
3
0
10
3
20No
Calls
Offrd
6
21
17
20
20
17
24
12
18
13
168Time
HHMM
6:00
7:00
8:00
9:00
10:00
11:00
12:00
13:00
14:00
15:00
TotlPercent Calls Lost Within x Seconds+
1993 
						

							Automatic Call Distribution
ACD Feature Interaction
Strata DK Feature Description 5/99341
Figure 48 SMIS ACD Supervisors Group Report - Daily
System Status
Figure 49 shows the system status report. It summarizes the call handling characteristics of a group 
during the current report interval. Statistics include: 
©Number of calls offered, answered, overflowed, and lost
©Average talk time, after-call time, and handling time
©Number of calls delayed (held in queue)
©Service level percentage
©Average and maximum delay time
©Maximum number of calls in queue at one time.
Figure 49 SMIS System Status Report - Daily
Avg
Talk
(Sec.)Avg
Work
(Sec.)Avg
Hndlng
(Sec.)
00:00    6/10/97
23:59    6/10/97
                                                    ACD Group: 1
500
600
700
800
900
1000
1100
1200
1300
1400
1500
ACD Supervisors Group Report—Daily
ACD Group Related Work
Page 1
Aux.
Work
(Hrs.)
PBX WorkReceivedLogin
Time
(Hrs)Agnt
Prod Avail
Time
(Hrs.) Calls
Handled Time
HHMM
1.0
2.3
3.0
4.7
5.0
5.0
5.0
5.0
4.7
2.4
2.0
40.0
Totals:0
6
21
15
20
19
17
21
13
8
10
1500
298
242
373
329
354
311
328
195
564
370
3260
44
40
27
31
33
23
24
34
4
10
270
342
282
400
360
387
334
352
229
568
380
3630.0
1.2
1.2
0.8
1.2
0.9
0.9
0.3
1.2
0.0
0.1
7.80.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.0
0.00.00
76.9
94.8
52.4
64.0
58.8
49.6
47.0
43.1
52.5
57.7
65.7
CallsAvg Dur
(Sec.)Total
Agents
Manned
0
0
0
0
0
0
0
0
0
0
0
00
0
0
0
0
0
0
0
0
0
0
00
0
0
0
0
0
0
0
0
0
0
0
%
1977
00:00   6/10/97
23:59   6/10/97System Status Report – DailyACD Group:  1     Page 1
Max In
Queue
3
3
4
4
3
5
3
8
4
3
0
8Max
Delay
(sec.)
323
289
369
473
261
309
370
678
1116
220
15
1116Avg
Delay
(sec.)
190
133
100
78
64
53
149
250
438
73
15
145Serv.
Level
(%)
11.1
30.0
37.0
33.3
42.3
56.5
35.0
25.0
8.7
35.7
1.0
33.7Calls
Delayed
7
7
15
16
15
6
13
9
18
7
0
113Hndlng
Time
(sec.)
344
404
720
673
417
429
472
414
634
646
695
539After
Call
(sec.)
30
26
17
32
21
25
31
23
20
24
1
23Talk
Time
(sec.)
314
378
703
641
396
404
441
391
614
622
694
514 Lost
1
0
2
0
0
4
0
3
3
2
0
15Avg LengthDelayed Call Information
Overflow
0
0
0
0
0
0
0
0
0
0
0
0Primary
8
10
25
24
26
19
20
13
20
12
1
178Offered
9
10
27
24
26
23
20
16
23
14
1
193Time
HHMM
600
700
800
900
1000
1100
1200
1300
1400
1500
1600
TOTLNumber of Calls
Handled
1992 
						

							Automatic Call Distribution
ACD Feature Interaction
342Strata DK Feature Description 5/99
Work Unit
Work Unit codes are established by each customer to represent types of call activities that an 
Agent may be involved in. These two-digit codes are entered from the Agent’s telephone dial pad 
during an ACD call. This information is helpful when modifying the distribution of certain types 
of calls. See Figure 50 for the Agent Work Unit report and Figure 51 for the ACD Work Unit 
report. Both reports are daily totals.
Figure 50 SMIS Agent Work Unit Report - Daily
Figure 51 SMIS ACD Work Unit Report - Daily
00:00    6/10/97
23:59    6/10/97
                                                     ACD Group: 1
2522
2522
2522
2522
2522
Agent Work Unit Report—DailyPage 2
Agent
No.Agent
NameWork
UnitPEG
CountCalls
Handled
Agent Total:
Group Total:
Grand Total: ROBERT
ROBERT
ROBERT
ROBERT
ROBERT07
08
12
88
993
1
4
1
1
10
27
271
1
1
1
0
4
7
7
1980
00:00    6/10/97
23:59    6/10/97  
                            ACD Group: 1   ACD Work Unit Report—DailyPage 1
Work
UnitPEG
CountCalls
Handled
Total:01
03
07
08
09
11
12
14
15
41
45
50
52
53
55
66
88
991
1
3
1
1
2
5
1
1
1
1
1
2
1
1
1
1
2
270
0
0
0
0
1
2
0
0
0
0
0
2
0
0
0
0
2
7
1989 
						

							Strata DK Feature Description 5/99343
Hospitality Management Information 
System6
Hospitality Management Information System (HMIS) is optional with Strata DK40i and DK424 
systems. HMIS cannot be connected to the Strata DK14.
The Toshiba Strata DK HMIS is a PC-based solution, designed to meet the specific operational 
needs of small- to medium-sized hotel/motels. HMIS tightly integrates with the Strata DK Digital 
Telephone System, Release 3.1 or higher, and the Stratagy Voice Processing System, providing a 
complete and fully-integrated hospitality package.
The HMIS is a turnkey package that includes both the PC and software. Multiple PCs (one server 
PC and from one to nine workstation PCs) can be networked to function as multiple front desk 
terminals. 
Both the server and workstation PCs are specific to the HMIS application requirements. The 
HMIS PC is dedicated to running the HMIS application. For optimum performance, other 
programs should not be installed on the HMIS PC.
The HMIS is available on two different PC platforms, at different prices and performance levels.
©A lower-priced generic brand PC server and workstation is available at the current published 
prices:
Server PCWorkstation PC
Intel® Pentium® 133 MHz (or higher) Processor44
Windows® 9544
RAM32MB16MB
2GB Hard Drive44
3.5” 1.44 MB Floppy-disk Drive44
2 Serial Communication Ports44
10Base-T Network Card44
14” SVGA Color Monitor44
Keyboard and PS/2 Mouse44
Windows Graphics Accelerator44
33.6 kbps Internal Modem (used for remote access to 
the HMIS for troubleshooting)4
8x-speed CD-ROM Drive4
Symantec™ pcANYWHERE™ software4 
						

							Hospitality Management Information System
344Strata DK Feature Description 5/99
©A slightly higher-priced Toshiba Equium PC server and workstation is also available to 
provide higher performance and higher quality PC equipment:
Using a powerful PC provides excellent processor speed and performance of the HMIS 
application. 
The HMIS application provides hotel/motel features and property management capabilities that 
are not resident within the Strata DK telephone system. The HMIS is well integrated with the 
telephony features of the Strata DK telephone system to which it is attached.
The Strata HMIS provides guest check-in/check-out, up to 20-year reservation capacity, automatic 
wake-up calls, SMDR telephone call tracking and costing, billing, telephone system control, and 
many other features (see Figure 52). 
Server PCWorkstation PC
Intel® Pentium-II 266 MHz (or higher) Processor44
Windows 9544
32MB RAM44
3GB Hard Drive44
3.5” 1.44 MB Floppy-disk Drive44
Serial Communication Ports2 ports1 port
10Base-T Network Card44
15” SVGA Color Monitor44
Keyboard and PS/2 Mouse44
33.6 kbps Internal Modem
(used for remote access to the HMIS for 
troubleshooting)4
24-speed CD-ROM Drive4
Symantec™ pcANYWHERE™ software4 
						

							Hospitality Management Information System
Hardware Configurations
Strata DK Feature Description 5/99345
Figure 52 HMIS Applications
Hardware Configurations
There are two configurations of the HMIS product:
©An HMIS server acting as a single front desk terminal (see Figure 53 below). 
Figure 53 HMIS Server PC
Reports
Guest Name
LCD Display
Consolidated Billing
(customer-supplied printer)
Reservations
Stratagy Voice
Mail Integration
Maid Codes
SMDR Data
Collection
Remote Maintenance
Check In
Check Out Employee Codes
Wake-up Calls
HMIS Server
Message Waiting
2536
Call Blocking
2420
HMIS Server
SMDR link to DK424 via a PIOU, PIOUS, 
RSIU, or RSSU at 1200, 2400, 4800 baud 
to COM Port 2 on HMIS-Server PC.
Uninterruptible Power Supply (UPS) 
keeps the HMIS working even when 
commercial power is down.
TTY link to DK424 via a PIOU, PIOUS, RSIU, or  
RSSU at 1200, 2400, 4800 baud to COM Port 1 on 
HMIS-Server PC.Resident 33.6 modem 
connected to a station on the 
DK424 or a telephone 
company line.UPS 
						

							Hospitality Management Information System
Hardware Configurations
346Strata DK Feature Description 5/99
©An HMIS server with HMIS workstation PCs networked on a LAN to function as multiple 
front desk terminals (see Figure 54 below and “Multiple Front Desk PC Terminals” in the 
HMIS General Description). The configuration includes a five-port network hub which can 
support up to four workstations. Up to nine workstations can be connected using either a larger 
or multiple hubs.
Figure 54 Server PC with Workstations
The hardware/software included with the server and workstation are well-adapted for their specific 
uses. Using a powerful PC provides excellent processor speed and performance of the HMIS 
application.
Table 22 HMIS PC/Software Specifications
Server PCWorkstation PC
IBM-compatible Pentium 133 MHz Processor IBM-compatible Pentium 133 MHz Processor
Windows 95 Windows 95
16MB RAM 16MB RAM
2GB Hard Drive 2GB Hard Drive
3.5” 1.44 MB Floppy-disk Drive 3.5” 1.44 MB Floppy-disk Drive
3 Serial Communication Ports 3 Serial Communication Ports
10Base-T Network Card 10Base-T Network Card
14” SVGA Color Monitor 14” SVGA Color Monitor 
Windows 95 Keyboard and PS/2 Mouse Windows 95 Keyboard and PS/2 Mouse
Windows Graphics Accelerator Windows Graphics Accelerator
8-speed CD ROM Drive
33.6 Internal Modem (used for remote access to 
the HMIS for troubleshooting)
Symantec™ pcANYWHERE™ software
Uninterruptible Power Supply (UPS)
Network Hub
HMIS WorkstationsHMIS Server
2572
UPSUninterruptible Power Supply (UPS) 
keeps the HMIS working even when 
commercial power is down.