Toshiba Strata Dk424 Acd Agent Guide

Features
ACD Call
Strata DK ACD Agent 2/9913
äTo view Queue Status instead of name/number
äPress 
) (LCD button) four times.
©If you are on a [DN] or CO Line
 when the ACD 
Call
line rings or attempts auto answer with zip 
tone, the ACD call rings and the ring is muted.
©The &( and 
 functions are automatically 
turned on, and the LCD displays ACD call status 
information.
If you use a headset, the 
&( and 
 functions are 
turned off (see “ACD Call Pickup” on Page 14).
The duration of each call...

Features
ACD Call Pickup
14Strata DK ACD Agent 2/99
ACD Call Pickup
You can pick up an ACD call ringing at another Agent’s telephone by using your 
station’s 
		)
(  button. These calls are detailed in the MIS/SMIS reports.
To use this feature:
©Both stations must be in the same ACD Group.
©The incoming call must be an ACD call for that group.
©The  		 button must be idle.
©Your telephone must be in an available state.
You cannot pick up some types of calls, such as non-ACD calls (internal...

Features
ACD Help
Strata DK ACD Agent 2/9915
ACD Help
You can call your Supervisor for assistance during an ACD call by pressing the 
	
  button. ACD Help does not apply to PBX or non-ACD calls. This button 
enables you to:
©Talk to your Supervisor while the ACD call is on hold.
©Establish a three-way conversation with your Supervisor and the ACD caller.
©Drop out of the three-way ACD call while your Supervisor and the ACD caller 
remain connected.
ä
To call your Supervisor for help
1. Press 
 ...

Features
End After Call Work
16Strata DK ACD Agent 2/99
äTo override your Supervisor’s DND 
End After Call Work
When you have completed an ACD call, your telephone automatically enters After 
Call Work mode. This is a pre-defined mode with a time limit that enables you to 
process paperwork or complete items related to your last ACD call without 
interruption. ACD calls are routed to you again when the After Call Work time limit 
expires or you end it.
When you have completed your paperwork, you can end...

Features
End After Call Work
Strata DK ACD Agent 2/9917
äTo automatically activate After Call Work
äTo automatically deactivate After Call Work
äTo end the After Call Work time periodäComplete your ACD 
call.The After Call Work time 
remaining is displayed in 
one-second increments.
äMake/receive a PBX 
call
...or a non-ACD call.After Call Work is 
automatically deactivated and 
your LCD displays your queue 
and agent group number, date, 
day of the week, and the time.
äPress 


 
		 +(
...or a...

Features
Transferring Calls to an ACD Group
18Strata DK ACD Agent 2/99
Transferring Calls to an ACD Group
Calls answered from a station or attendant console can be transferred to an ACD 
Group, a specific Agent, or your Supervisor.
äTo transfer a call to another Agent or SupervisoräPress 
  + 
!#* + --
...or, for single-line 
phones, hookflash 
and press
 !#* + 
--.The call is transferred to the designated group.
YY = ACD Group number (01~16). 
Notes
lIf no Agent is logged in or available, the...

Features
Unavailable
Strata DK ACD Agent 2/9919
Unavailable
This feature enables temporary unavailability for ACD calls without logging out. You 
can use this feature for breaks, such as lunch and coffee breaks, and extended times 
away from your telephone. To enter the Unavailable mode:
©You must be logged in to the ACD Group.
©The station must be idle or you can be talking on a non-ACD or PBX call.
ä
To use Unavailable
ä
To cancel Unavailable mode äPress 
		
...or   		 + 
!#$,
...or, if...

Features
Wor k Unit
20Strata DK ACD Agent 2/99
Work Unit
The Work Unit feature enables tracking of ACD calls by assigning Work Unit codes. 
The tracking is useful, because of the information that can be collected, for example, 
response to sales campaigns, calls from a particular area, etc. 
The coded information is recorded by Management Information Systems (MIS) or 
Software Management Information Systems (SMIS) (if the system is equipped with 
MIS or SMIS) and sent to the system Station Message Detail...

Strata DK ACD Agent 2/9921
Access Codes
This appendix provides a list of feature/button names and the corresponding access 
code sequences. If your telephone does not have the ACD feature buttons shown in the 
left hand column, you can enter the access code sequence to perform the same 
function (see Ta b l e  4).
Toshiba proprietary telephones must have an 
 		button to log into an ACD 
Group and receive ACD calls and originate/receive PBX calls. Standard telephones do 
not require an 
 ...

Features
Wor k Unit
22Strata DK ACD Agent 2/99
1The 
 
		 button can be any [PhDN] button that appears only on the Agent telephone. If using a 
standard telephone, go off-hook and dial the access code after receiving an internal dial tone.
3If using a standard telephone, hook-flash (1/2 second on/off hook) and dial the access code after 
receiving internal dial tone.
4For rotary telephones, dial  instead of (.5XXXX = Agent ID code.6YY = ACD Group (01~16 on large systems and 01~08 on small systems)....