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 is 
displayed every 15 or 60 
seconds (determined by 
system programming) after 
you have answered the call.
QUE#000 AGT GP01
HH:MM:SS 
						

							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 office calls) 
or PBX calls. Another type of pick up button (code) can be provided for these calls.
ä
To pick up an ACD call ringing at another station
äPress 
 		
)
( 
...or  		+ 
!#$*
...or, if using a 
standard telephone, 
go off hook and press 
!#$*.The LCD confirms that the line 
has been answered. The ACD 
Call LED is on.
NoteIf your telephone is in an 
unavailable mode (LED 
is on), you must press 
		 before 
you can use 
 		
)
( 
.
QUE#000 AGT GP01ANSWERED LINEXXX 
						

							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 
 	
...or   and 
!#$$
...or, if using a 
standard telephone, 
hookflash and press 
!#$$.The call is automatically placed 
on consultation-hold and your 
Supervisor’s telephone rings. 
Your LCD displays the held 
line number and the 
SUPRVSR 
ASSIST
 message.
HELP appears on your 
Supervisor’s LCD. 
When your Supervisor answers 
the Help call, you can talk to 
the Supervisor and the ACD 
Call remains on consultation-
hold.
NoteIf your Supervisor is not logged in, this feature 
is not available. If the Supervisor’s telephone is 
busy or is in monitor mode, your Help call 
overrides and rings your Supervisor’s telephone.
2. Press 
You and your Supervisor are connected to the caller.
...or hang up Your Supervisor and the ACD caller are connected.
HOLD LINE 5SUPRVSR ASSIST 
						

							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 the After Call Work time 
period by pressing 


  		 +( or making/receiving a non-ACD call.
You can make/receive PBX calls during the After Call Work time period....or press 
 		. Your Supervisor’s telephone receives a busy tone. You 
and the ACD caller are connected without the 
Supervisor.
1. Press 
 	
...or  and 
!#$$
...or hookflash and 
press 
!#$$.The ACD call is automatically placed on 
consultation-hold. You receive DND busy tone.
NoteYou must have the DND Override option to 
override the DND feature. 
2. Press 
,. The DND is overridden and the Supervisor’s LCD 
displays 
HELP.
3. After the Supervisor 
answers, press 

 
You and your Supervisor are connected to the ACD 
caller. The LCD displays the line number in use.
...or hang up Supervisor and ACD caller are connected.
...or press 
 		. Your Supervisor’s telephone receives a busy tone. You 
and the ACD caller are connected without the 
Supervisor. 
						

							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 [DN] + &(
...or go off hook, then 
on hook.After Call Work is deactivated 
by you.
Your LCD displays the queue 
number, agent group, date, day 
of the week, and the time.
15100 : 00 : 04
JUL 27 TUE 02:27
QUE#000 AGT GP01
JUL 27 TUE 02:27
QUE#000 AGT GP01 
						

							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 call routes 
to the group’s after-shift or queue-overflow-point 
destination as assigned in system programming.
lIf all Agents in the “transferred to” ACD Group 
are busy, the call is placed at the end of the group’s 
queue and routed as a normal incoming ACD call 
in the queue.
lAfter dialing the last digit of the ACD Group 
number, the call is disconnected from the 
transferring station.
äPress 
  + 
Agent or Supervisor 
[PDN] or [PhDN]
...or, if you have a 
standard telephone, 
hookflash and enter the
 
Agent or Supervisor 
[PDN] or [PhDN].
Notes
lTransferring a call to the Supervisor’s or another 
Agent’s [PDN] in your group works just like a 
regular, non-ACD call transfer. These calls are not 
tracked for MIS purposes.
lCalls transferred to an Agent’s ACD Call [PhDN] 
directory number are tracked as PBX calls for MIS 
purposes. 
						

							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   		 + 
!#$,
...or, if you have a 
standard telephone, 
go off hook and press 
!#$,.The Unavailable LED light is steady. If the 
Unavailable LED flashes, calls are still in the queue 
and you are the only available Agent in the group. 
When calls in the queue are cleared, Unavailable is 
activated and the Unavailable LED lights steady.
Notes
lIf you are on an ACD call when you press 
		, the Unavailable LED flashes and 
puts you in the Unavailable pending mode. When 
the ACD call ends, Unavailable mode is activated 
automatically.
lIf two successive ACD calls are not answered at 
your telephone, your telephone automatically goes 
into Unavailable mode.
äPress 
		
...or, if you have a 
standard telephone, 
go off hook, and press 
!#$,.When the Unavailable LED goes off, the station is 
returned to available status. 
						

							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 Report (SMDR) for 
printing. 
Work Unit codes must be entered correctly for proper registration. If you only enter 
one digit, and the code is two digits, the call is not registered until you have recorded 
the second digit. You are not allowed to re-enter a code to correct an inaccurate entry 
until the correct number of digits has been entered even if they are incorrect.
Multiple Work Units can be entered for the same call, but only the last code entered is 
the one registered in the system SMDR report. Only the current code is shown on the 
SMIS and MIS displays, but all of the entered codes are listed on the SMIS and MIS 
reports.
Work Units are not registered on PBX or non-ACD calls.
äTo enter a Work Unit code 
1. Press 
+( 
...or  and 
!#$.
...or, if you have a 
standard telephone, 
hookflash and press 
!#$..You are prompted to enter 
the Work Unit code. 
Conversation is not 
interruped and the Work 
Unit LED does not turn 
on. 
This feature works only 
during an ACD call.
2. Enter the Work Unit 
digits.The digits are displayed on the LCD as entered, and 
the LCD returns to a normal display after the last digit 
is entered.
QUE#000 AGT GP01ENTER STRK DIAL 
						

							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 
 		button; ACD and PBX calls are made/received on a standard 
telephone [PDN].  
						

							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).
Table 4 ACD Feature Access Codes
FeaturesAccess Code Sequence
ACD Call Pickup

 
		
1 + (3)*+
ACD Help

 
2 + (3)**
End After Call Work

 
		
1 (Off-hook/On-hook)
Log In/Out

 
		
1+ (3)*, + ----4
Transfer to ACD Group (Speed Dial Button)

 2 + (3)+..5
Unavailable

 
		1 + (3)*/
Work Unit

 
2 + (3)*0