Toshiba Strata Dk424 Acd Agent Guide

							The Grand Tour
Buttons
Strata DK ACD Agent 2/993
Buttons
There are two sets of buttons: flexible and fixed. The flexible buttons consist of 
Directory Number (Primary and Phantom) and feature buttons. The number of pre-
programmed flexible buttons varies by telephone. The fixed buttons (e.g., 

, , 

	, 	
,  ,  	s, and	t) are standard to every 2000-series 
digital telephone (see Figure 1 on Page 2).
Fixed Buttons
The fixed buttons are located on your dial pad and enable you to perform standard 
functions quickly and easily (see Ta b l e  1).
Table 1 Fixed Button Definitions
ButtonDefinition

 
(Conference/Transfer)Sets up conference and transfer calls.
	
Holds internal or outside calls. The Line LED flashes green at the 
internal hold rate.

(Microphone)Toggles the microphone ON/OFF while the telephone is in use. 
The LED indicates the status of the microphone.

(Message)Calls back the station or voice mail device that activated the LED.

	Dials the number you originally called (use the same [DN] or  
that you used to dial the original number).

(Speaker)Toggles the speaker ON/OFF. The LED indicates the status of the 
speaker. 
	
s
	t
Adjusts volume levels. 
						

							The Grand Tour
Soft Keys
4Strata DK ACD Agent 2/99
Flexible Buttons
All flexible buttons must be programmed for your telephone in system programming 
and vary for individual telephones. If a button does not appear on your telephone 
keystrip, see your System Administrator. Ta b l e  2 describes each ACD button.
1Can be programmed onto an 
 button for one-touch access (see Appendix – Access Codes on Page 
21
 for instructions).
Soft Keys
If you have a Strata 2000-series LCD digital telephone, the Soft Key features are 
deactivated while you are logged in as an ACD Agent. Only ACD displays are 
functional during ACD telephone sessions. When you log off from the ACD Group, 
Soft Key features become available again. Refer to the Strata Digital Telephone User 
Guide for more information on Soft Keys.
Table 2 Flexible Button Definitions
ButtonDefinitions

 
		Enables an agent to receive ACD calls, make/receive PBX calls, and Log In/
Out of the ACD Group. After an agent has logged out, the button can be used 
to make/receive non-ACD and non-PBX calls.

 	Places a ACD call on hold and automatically rings the Supervisor.

 
		

Enables an Agent to pick up ACD calls ringing at any Agent’s telephone in the 
same group. Calls remain registered as an ACD call after being picked up.

 

		 
 Ends After Call Work Time  (system programming feature) and the Agent’s 
telephone becomes available to take ACD calls.
 !Logs an Agent in and out of the ACD Group and is used with the 
 
		 
button.
	Releases calls from the Agent telephone.
#$	%	Stops ACD calls from ringing the Agent telephone temporarily.

 	Enables an Agent to call a telephone number using a brief access code.
 

 &Transfers CO Line calls (non-ACD or ACD) to an ACD Group.
1 
 #Assigns a tracking code to an ACD call. 
						

							Strata DK ACD Agent 2/995
Features2
This chapter lists all the ACD features applicable to an Agent’s station in alphabetical 
order beginning on Page 12. These features can be performed on digital or electronic 
telephones with or without LCDs.
©ACD Call
©ACD Call Pickup
©ACD Help
©Auto Answer with Zip Tone
©End After Call Work Time
©Log In/Out
©Log Out/Unavailable Pending
©Transfer to ACD Group
©Unavailable
©Work Unit 
						

							Features
Feature Interaction
6Strata DK ACD Agent 2/99
Feature Interaction
Strata DK provides the ACD features from system-resident software. These features 
are affected when your station is logged in as Agent:
©Call Forwarding – All types of Call Forwarding from [PDNs] and [PhDNs] are 
allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in 
the normal manner.
©Message and Display – Soft Key labels and LCD messages unrelated to ACD do 
not display at your station. All other types of messages do display.
©Station Do Not Disturb – The Station DND feature does not operate when your 
station receives an ACD call. DND only applies to non-ACD or PBX calls 
directed to the [DN]. 
©Executive Override – If you are talking on an ACD or PBX call, executive 
override of ACD/PBX calls is not allowed, but the Supervisor can call your 
[PDN] or an idle [PhDN].
Quick Reference
The following pages are a quick reference for using your telephone’s ACD features.
Agent Calls
The types of calls handled by Agents are described in Ta b l e  3.
Table 3 Types of ACD Agent Calls
Type of CallDescription
ACDExternal call that is routed and/or transferred to an ACD Group and rings on your 

 
		 button.
1
PBXExternal or internal call that is routed and/or transferred directly to your 
 
		 
button directory number [PhDN]; or a call made from the 
 
		 button. You 
cannot receive ACD calls when you are on a PBX call.
1
Non-ACDAny call received or made from a [DN] or CO  button that is not your 


		 button. The calls are not registered on MIS reports. You continue to receive 
ACD calls if you are logged into the ACD group.
1Registered on MIS reports. 
						

							Features
Quick Reference
Strata DK ACD Agent 2/997
Agent Telephone Status
You can make and receive different types of calls depending upon the status of your 
ACD Agent telephone.
©Available – If you are logged in as an ACD agent, you can receive ACD or PBX 
calls and non-ACD calls to other [DNs].
©Unavailable – You are unavailable to take ACD calls when you press 
		 or do not respond to two successive ACD calls. For more 
information, see “Unavailable” on Page 19. Your telephone can still receive and 
make non-ACD or PBX calls when it is in the unavailable status.
©After Call – When you disconnect from an ACD call you are automatically 
allowed an amount of time to do your paperwork. You can receive non-ACD or 
PBX calls if your telephone has been programmed to receive these calls. For more 
information on the procedure to end After Call, see “End After Call Work” on 
Page 16.
©Talk – When you are talking on an ACD call or have one on hold, you can receive 
non-ACD calls on other [DNs] or CO Lines.
©Log Out – You are logged out of the ACD Group. You can still receive and make 
non-ACD calls.
©PBX Call – When you are talking on a PBX call or have one on hold, you can 
receive non-ACD calls.
Placing Calls on Hold
You can place your current call on hold, whether it is an ACD or PBX call, and return 
to it later. To establish a three-way call with your Supervisor and your ACD caller, see 
“ACD Call Pickup” on Page 14.
ä
To place an ACD call on Hold
äPress 
	
.
The ACD Call LED flashes 
at the I-Hold rate and your 
LCD displays the message 
on the right.HOLD LINE     5
JUL   27    TUE   02 : 27 
						

							Features
Quick Reference
8Strata DK ACD Agent 2/99
äTo retrieve an ACD call on Hold
Logging In/Out
You log in and out of an ACD Group by using  		 and   . By 
entering a valid ACD Agent ID, your telephone becomes available for incoming ACD 
calls, and the ACD feature buttons and codes are activated. Every Agent ID code is 
unique and is always associated with a particular ACD group, unless the ID is re-
assigned to another group in system programming.
Any Toshiba telephone can be used to log into an ACD Group providing that the 
telephone has a unique, single-appearing [PhDN] button. The [PhDN] that is used to 
log into an ACD Group becomes the telephone’s 
 		. You can only be logged 
into one ACD Group at a time. Your telephone must be assigned as the owner of the 
 		 [PhDN] button in system programming.
When you log out, the ACD features are deactivated on your telephone, but the 
regular features still continue to work. For example, you can use the 
 		 button 
to make and receive non-ACD calls after logging out. These kinds of calls are not 
registered as ACD or PBX calls for MIS reporting purposes. 
When all of the Agents in a group log out, the shift ends for that group, and calls are 
routed to the after-shift destination. The new calls are automatically sent to the 
after-shift destination, which can be a voice mailbox, another ACD Group, or an 
announcement.
NoteIncoming ACD or PBX calls are not routed to 
 		, because it has a call on Hold and 
PBX calls are blocked.
äPress 
 		.
The call is retrieved and 
your LCD displays the 
message on the right.
NoteIncoming ACD calls are not routed to 
		
, because it has a call on Hold and PBX 
calls are blocked.
QUE#000 AGT GP01
USING LINE 3 
						

							Features
Quick Reference
Strata DK ACD Agent 2/999
Important!When the Supervisor ends the shift, all Agents must be logged out 
before the next (new) shift can start. The next shift starts once an Agent 
logs in.
   only works from the idle state, a non-ACD or PBX call hold, or After 
Call Work mode. Your action is ignored if you press the 
   button while the 
station is in any other status.
ACD does not allow you to log out if you are the last active agent in the ACD Group, 
and there are calls waiting in the queue. These calls must be cleared before you can 
log out. Once all calls in the queue are cleared, the Log In/Out LED turns off and your 
telephone is logged out of the ACD Group (see “Transferring Calls to an ACD Group” 
on Page 18).
äTo log in
1. Press 
 		 + 
  
The ACD Call LED is 
steady green, but the Log 
In/Out LED flashes red.
...or 
 		 + 
!#$%
...or, from a standard 
telephone, go off 
hook and press 
!#$%, then go back 
on hook.You are prompted to enter 
your ID code by the LCD 
display and a short burst 
of dial tone.
2. Enter your four-digit 
Agent ID code.A one-second burst of 
dial tone confirms 
successful log in. The 
Log In/Out LED turns 
steady red.
QUE #000 = Number of 
calls in queue
XX =ACD Group number 
(01~16).
NO. 203ENTER ID CODE
QUE# 000 AGT GPXXJUN 16 WED 02:27 
						

							Features
Quick Reference
10Strata DK ACD Agent 2/99
äTo cancel log in
äPress 
   at any time.
äTo log out
Log Out (Pending)
This feature enables you to end the ACD shift if your telephone is the only one logged 
in to the ACD Group, and your Supervisor has not ended the shift. Log Out (Pending) 
or Unavailable (see “Unavailable” on Page 19) prevents new calls from entering the 
ACD queue and redirects the calls to the after-shift destination or the overflow-point 
destination as assigned in the system programming.If the Agent ID code is 
invalid, a fast busy tone is 
heard. The Log In/Out 
LED stops flashing and 
turns off.
The LCD displays the 
message on the right. 
Repeat Step 2. If you 
continue to get the error 
message, contact your 
Supervisor.
äPress 
  
...or  		+ 
!#$%,then &(or 
hang up
...or, from a standard 
telephone, go off 
hook and press 
!#$%, then go back 
on hook.The Log In/Out LED turns off and the Agent is logged 
out of the ACD Group.
NoteIf the Log In/Out LED flashes, there are calls 
remaining in queue and you are the only Agent 
logged in (see “To Log out when you are the last 
active agent” on 
Page 11.
NO. 203LOG IN ERROR 
						

							Features
Quick Reference
Strata DK ACD Agent 2/9911
For example, if it is time for your ACD shift to end, but calls are continuing to arrive 
into the ACD queue, use the Log Out Pending or Unavailable feature so that you can 
eventually log out.
äTo use log out (pending) 
äTo log out when you are the last active agent  
Auto Answer with Zip Tone
Auto Answer with Zip Tone is an ACD feature that alerts you to a call by sounding a 
one-second dial tone and automatically connecting you to the ACD call. You must 
have a Toshiba digital or electronic telephone. This feature is unavailable for 
telephones equipped with a standard rotary dial or a touch-tone dial, or a Toshiba 
telephone receiving PBX and/or non-ACD calls (see “Quick Reference” on Page 6). äPress 
  . The Log /InOut LED flashes and the status changes to 
the Log Out Pending mode. When the last call is 
cleared from the queue, your status changes to logged 
out.
äPress 
  
...or  		 + 
!#$%, then &( or 
hang up
...or, from a standard 
telephone, go off 
hook and press 
!#$%, then go back 
on hook.The Log In/Out LED flashes. New ACD calls are 
routed to the after-shift destination.
NoteCalls in the queue are directed to your station, 
because you are the last active Agent. You are 
logged out when all of the calls in the queue 
have been answered. 
						

							Features
ACD Call
12Strata DK ACD Agent 2/99
ACD Call
When an ACD call rings at your idle station, the ACD Call 
LED flashes and your LCD displays the message to the right 
(
XXX = Line number).
If you receive a PBX call, your ACD Call LED flashes similar 
to an ACD call and the LCD displays the message to the right 
(
XXX = Line number).
If you have a standard telephone without an LCD, the telephone rings.
äTo answer an ACD call
1. Press 
 		The LED lights steady and the LCD displays one of 
the messages below depending upon the type of call 
and system programming.
...or, if you have a 
standard telephone, 
go off hook to answer 
the call.The calling number or name 
is displayed.
The called number or name 
is displayed.
After you answer the call, 
the LCD displays the 
information shown on the 
right.
Notes
©If Auto Answer with zip tone is enabled, a zip tone 
(a short burst of dial tone) is heard and the call is 
connected (see “ACD Call Pickup” on Page 14).
QUE#000 AGT GP01LINE XXX ACD CALL
QUE#000 AGT GP01LINE XXX RINGING
CALLING NAME
ANSWERED LINEXXX
CALLING NUMBERANSWERED LINEXXX
CALLED NUMBER
ANSWERED LINEXXX
CALLED NAME
ANSWERED LINEXXX
QUE#000 AGT GP01
ANSWERED LINEXXX