Toshiba Strata DK Backup Installation and operation manual

Telecommunication Systems Division

February 1999

Digital Business Telephone Systems

ACD Agent Guide

Publication Information

Toshiba America Information Systems, Inc.,

Telecommunication Systems Division, reserves the right,

without prior notice, to revise this information publication for

any reason, including, but not limited to, utilization of new

advances in the state of technical arts or to simply change the

design of this document.

Further, Toshiba America Information Systems, Inc.,

Telecommunication Systems Division, also reserves the right,

without prior notice, to make such changes in equipment

design or components as engineering or manufacturing

methods may warrant.

DKA-UG-ACDAGTVB

Version A, April 1998

Version B, February 1999 (Format Change)

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

copyrights hereon, may be reproduced in any form or by any

means—graphic, electronic, or mechanical, including

recording, taping, photocopying, or information retrieval

systems—without express written permission of the publisher

of this material.

Strata is a registered trademark of Toshiba Corporation.

Trademarks, registered trademarks, and service marks are the

property of their respective owners.

Strata DK ACD Agent 2/99 i

Contents

Introduction

Organization ...............................................................................................................iii

Conventions ............................................................................................................... iv

Related Documents ...................................................................................................... v

Chapter 1 – The Grand Tour

ACD Group Agent ....................................................................................................... 1

Buttons ......................................................................................................................... 3

Fixed Buttons ........................................................................................................... 3

Flexible Buttons ....................................................................................................... 4

Soft Keys ..................................................................................................................... 4

Chapter 2 – Features

Feature Interaction ....................................................................................................... 6

Quick Reference .......................................................................................................... 6

Agent Calls ............................................................................................................... 6

Agent Telephone Status ............................................................................................ 7

Placing Calls on Hold ............................................................................................... 7

Logging In/Out ......................................................................................................... 8

Log Out (Pending) .................................................................................................. 10

Auto Answer with Zip Tone ................................................................................... 11

Contents

Chapter 2 - Features

ii Strata DK ACD Agent 2/99

ACD Call ....................................................................................................................12

ACD Call Pickup ........................................................................................................14

ACD Help ...................................................................................................................15

End After Call Work ..................................................................................................16

Transferring Calls to an ACD Group .........................................................................18

Unavailable .................................................................................................................19

Work Unit ...................................................................................................................20

Appendix - Access Codes......................................................................................21

Index................................................................................................................................23

Strata DK ACD Agent 2/99 iii

Introduction

This guide is designed to provide instructions for the ACD Agent regarding the use of

Automatic Call Distribution (ACD) on Toshiba’s Strata DK system. It provides step-

by-step instructions on how to use the ACD Agent buttons on the Agent station.

For instructions on using the non-ACD features of your telephone, refer to the

appropriate Quick Reference Guide or User Guide (see “Related Documents” on

Page v).

This guide does not provide instructions for the ACD Supervisor features. See the

Strata DK ACD Supervisor Guide for information on Supervisor telephone

procedures.

Organization

This user guide is divided as follows:

♦Chapter 1 – The Grand Tour describes each available ACD Agent feature

button.

♦Chapter 2 – Features provides a description and step-by-step operational

procedure for each individual ACD Agent feature.

♦Appendix – Access Codes provides instructions for programming a sequence of

steps or access codes onto feature buttons.

Introduction

Conventions

iv Strata DK ACD Agent 2/99

Conventions

Note Elaborates specific items or references other information. Within some tables,

General Notes apply to the entire table and numbered Notes apply to specific

items.

Important! Calls attention to important instructions or information.

➤Letters in [brackets] represent buttons which have Directory Numbers on them.

For example:

The left column gives

you single or

numbered steps that

you need to perform a

procedure.

The right column gives the immediate response to your

action. This column also includes additional notes and

comments.

[PDN] represents a Primary Directory Number (also known as an

Extension Number for your telephone.

[PhDN] represents a Phantom Directory Number button (an additional

Directory Number).

[DN] represents a Directory Number button (also known as an Extension

or Intercom Number). Whenever [DN] is used in this guide, it

means the user can use any [PDN], [SDN], or [PhDN].





represents buttons on a telephone.

~ means “through”

+ is used for multiple key entries.

➤denotes the step in a one-step procedure.

Introduction

Related Documents

vi Strata DK ACD Agent 2/99

Strata DK ACD Agent 2/99 1

The Grand Tour 1

Automatic Call Distribution (ACD) for Toshiba Strata DK systems provides a quick,

efficient means of handling a large volume of incoming calls. The calls can be

automatically connected to ACD Agent Groups, bypassing an attendant. Calls are

served in order of arrival and are automatically distributed among the Agents. The

ACD features also provide announcements to incoming calls when no Agent positions

are available.

ACD Group Agent

An Agent in an ACD Group can use a Toshiba proprietary digital, electronic, or

standard telephone that is alson a tone or rotary-type telephone. An Agent station can

be equipped with or without feature buttons or an LCD. Toshiba telephones have

feature buttons that access the special ACD features.

The Strata DK digital telephone with an LCD and typical ACD Agent feature buttons

is shown in Figure 1 on Page 2 on the following page. The button names are

recommended by Toshiba. If your button names are different, see the System

Administrator or your ACD Supervisor for the definitions.

If your telephone does not have the ACD Agent feature buttons shown, you can enter

access codes to perform the same functions (see “Access Codes” on Page 21).

The Grand Tour

ACD Group Agent

2Strata DK ACD Agent 2/99

Figure 1 Sample ACD Agent Telephone with ACD Feature Buttons

Mode Page Scroll

Speed

Dial

Primary DN

204

Release

ACD Call

Pickup

Work

Unit

Unavailable

End After

Call Work

ACD

Help

ACD

Call (PhDN)

2517

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