Instruction/ maintenance manual of the product Strata CT Digital Business Telephone Solutions Toshiba
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November 2001 TOSHIBA Telecommunica tions Div ision ACD Supervisor Guide Release 2 Digital Business T elephone Solutions.
Publicatio n Information T oshiba Informat ion System s (UK) Ltd. reserv es the ri ght to change any of this info rmat ion incl uding, but not limite d to, produ ct chara cteristic s and operat ing spec ificat ions, wi thout pri or notice .
Strata CT ACD Supervisor November 2001 i Contents Introduction Organisation .................................................................................................................. ................. iii Action/Response ......................
Strata CT ACD Supervisor November 2001 ii New Shift .................................................................................................................................. 18 Night Transfer ..................................................
Strata CT ACD Supervisor November 2001 iii Introduction This gui de is designed to provi de inst ructions for th e ACD Supervisor regard ing the use of Automatic Call Dist ributio n (ACD) on T os hiba’ s Strata CT system. It provides s tep-b y-step in structi ons on how to use t he ACD Superv isor fea tures.
iv Strata CT ACD S upervisor N ovember 2001 Organis ation Introd uction Conventions Action/Respon se Conventions Descript ion Note Elabora tes speci fic it ems or refe rences ot her info rmation . W ithi n some tabl es, gen eral notes appl y to th e entire table and numbered notes appl y to s pecific items.
Strata CT ACD Supervisor November 2001 v Introduct ion Relat ed Do cuments /Medi a Related Docume nts/Media Note Some documen ts listed her e may appear i n dif ferent ve rsions on th e CD-ROM or in print . T o find the most curre nt versi on, chec k the vers ion/date in the Publicat ion Infor mation on the back of t he document’ s title page.
vi Strata CT ACD S upervisor N ovember 2001 Related Docu ments/Me dia Introduction.
Strata CT ACD Supervisor November 2001 1 The Grand T our 1 Companie s that recei ve a lar ge volume of incomin g calls ca n handle them quick ly and easi ly with the Automatic Call Distr ibution (ACD) featur es availabl e on T oshiba’ s Strata CT sy stem.
2 Strata CT ACD S upervisor N ovember 2001 ACD Grou p Supervis or The Gr and T our If your t elephone does not hav e the ACD Su pervisor feature buttons sh own in the r ight-han d column of the t elephon e keystri p in Figur e 1 , you can e nter an a ccess code sequen ce to pe rform the same funct ion (see T able 4 on 24 ).
Strata CT ACD Supervisor November 2001 3 The Gr and T our Buttons Buttons There are two sets o f butt ons: fix ed and flex ible. The f ixed butt ons (e.g., Mic , Msg , Red ia l , Ho ld , Conf/ T r n , Vo l ▲ , and Vo l ▼ ) are standa rd to ever y Strata CT 2000 & 2500 -series telephone (see Figure 1 ) .
4 Strata CT ACD S upervisor N ovember 2001 Buttons Th e Grand T our Flexible Butto ns The buttons des cribed in Ta b l e 2 are specific to the ACD Supervis or ’ s te lephone (also see exampl es in Figure 1 ). * Must be p rogrammed us ing SD bu ttons for one-touch access.
Strata CT ACD Supervisor November 2001 5 The Gr and T our Soft Keys Directory Numb er [DN] Buttons The [DN] but tons consi st of: [P DNs], [SDNs], a nd [PhDNs].
6 Strata CT ACD S upervisor N ovember 2001 Soft Keys Th e Grand T our.
Strata CT ACD Supervisor November 2001 7 Features 2 This chapt er lists the feature s availab le on the ACD Super visor te lephone in alphabetical o rder begin ning on Page 13 . Th ese feature s can be per formed on 10 - or 20-but ton digi tal and el ectroni c telephon es.
8 Strata CT ACD S upervisor N ovember 2001 Featur e Interacti on Features Feat ure Inter action Strata CT provides the ACD features from syste m-residen t software. Some station feature s are change d when a sta tion is acti vated as an ACD Agent or Supervisor .
Strata CT ACD Supervisor November 2001 9 Features Agen t T elephone St atus Agent T eleph one Status ACD Agents can make and r eceive di fferent types of c alls depending u pon the sta t us of th eir ACD telephon e. The current st atus is displa yed on your L C D when you us e your Agent Status feature .
10 Strata CT ACD S upervisor N ovember 2001 Agen t Assi sta nce Features Agent A ssistance An Agent in y our ACD Group can cal l you for assista nce by pres sing the ACD H e l p button on the ir statio n.
Strata CT ACD Supervisor November 2001 11 Features Loggin g In/ Out Logg ing In/Ou t Y ou can log in and out as a n ACD Supervisor o r Agent by e ntering I D codes at y our stat ion. Y our telephon e can only be logged in as an Ag ent or Supe rvisor , but not both.
12 Strata CT ACD S upervisor N ovember 2001 Logging In/O ut Features Y ou can program an SD button as y our Supvr A uto Log In for one-t ouch dial ling of t he sequenc e outline d above see “S upervisor Auto Log In” o n Page 22 . The SD butt on should be labeled a s Supvr Auto Log In .
Strata CT ACD Supervisor November 2001 13 Features Loggin g In/ Out Note If the Age nt ID code i s invali d, the te lephone se nds a busy tone, the Log In/ Out LED stops flashi ng and turn s off, an d the LCD disp lays LOG IN ERROR . T ry to log in ag ain.
14 Strata CT ACD S upervisor N ovember 2001 Logging In/O ut Features ➤ T o monitor Ag ent Status 1. Press Agent S tatus The number of agents logged in is displaye d. YYY = Number of Agents l ogged in …o r [PD N] + #405 + XX . XX = ACD Group Number (01~16 for lar ge syst ems and 0 1~08 for s mall sys tems) 2.
Strata CT ACD Supervisor November 2001 15 Features Loggin g In/ Out ➤ T o view the status of ano t her ACD gr oup ➤ Press [PDN] + #405 + XX (ACD Gr oup number). ➤ T o monitor Queue Status 1. Press Qu eue Stat us The n umbe r of call s wai ting in th e queue displays .
16 Strata CT ACD S upervisor N ovember 2001 Call Moni toring Feature s ➤ T o end monito ring ➤ Press Spkr . ➤ T o pr ogram the SD butt on for one- touch Agen t Status ➤ T o pr ogram the SD but.
Strata CT ACD Supervisor November 2001 17 Features C all Monito ring ➤ T o monitor an ACD call Notes ● If the Ag ent i s not o n an ACD cal l, the one -w ay , list en- onl y path is s ilen t. ● Moni tor ACD Call onl y works when y our telep hone and a [PDN] are idle.
18 Strata CT ACD S upervisor N ovember 2001 End of ACD Shif t Features End of ACD Shift Y ou can use End of A CD Shift to activ ate an aft er-shi ft destinat ion of an ACD Gr oup. The after- shift de stination is assigned in syst em programming. Y ou must be logge d in as a Su pervisor to activat e or cancel this feature.
Strata CT ACD Supervisor November 2001 19 Features N ight T ransf er Night T ransfer Incoming c alls to your gr oup can be rout ed to di ffe r ent d estinat ions, base d on either tw o- or thr ee-call routing (ringing) patt erns which are s et in system pr ogramming.
20 Strata CT ACD S upervisor N ovember 2001 Nigh t T ran sfe r Features Night T ransfe r Lock The NT L ock button ena bles your telep hone to loc k the syst em into th e “Day , Day 2, or Night” modes. Th is feat ure is assigned to your telephone i n system p rogramming, h owever , the ACD Gr oup Superv isor can l ock the r ing modes .
Strata CT ACD Supervisor November 2001 21 Features R eset Que ue Alarm Reset Queue Alar m During que ue operati on, the number of un answered ACD call s waiting in the queue, and the a m ount of time t he calls have been wai ting is constant ly monitore d by the sy stem.
22 Strata CT ACD S upervisor N ovember 2001 Supervis or Auto Log In Features Supervisor Auto Log In This feat ure enabl es you to l og in automatica lly when you use a on e-touch SD button. Supvr Auto Log In does not r eplace Log I n/Out on yo ur telephone.
Strata CT ACD Supervisor November 2001 23 Appendix A This appen dix provides a list of f eatures a nd the correspon ding ac cess code s equences. Acces s Codes If your t elephone does not ha ve the AC.
24 Strata CT ACD S upervisor N ovember 2001 Acce ss Codes Features T able 4 Supervis or Access Codes Featu res Acce ss Code Se que nce ACD Call Pickup [PDN] + #4036 Agent Status (Speed Dial Butt on) [PDN] + #405XX 1 1. XX = ACD Gr oup Number 01~16 on large s ystems a nd 01~08 on small sys tems.
Strata CT ACD Supervisor November 2001 25 Notes to Users Step 1: Safety Approval T os hiba Info rm atio n Sys tem ( U. K.) L td de clar e t hat the St rata CT co mp lie s with the EE C’ s L V D direct ive, (Dire ctive No. 73 /23/EEC). The product ha s been ass e ssed and f ound to comply with EN60950:2000 .
26 Strata CT ACD S upervisor N ovember 2001 Safety App roval Notes to Users Any periphe ral apparatus connected to the above ports mus t have the same EN60950 classific ation. ie. ♦ SEL V ports must only be connected to SEL V type ports. ♦ TNV ports must only be co nnected to TNV type port s.
Strata CT ACD Supervisor November 2001 27 Notes to Users EMC Compliance The Strat a CT is desi gned to wor k within t he following e nvironmental c onditions: ♦ Operatin g temperature 0oC t o 40oC ♦ Hum idi ty 2 0% to 80% 1-5.
28 Strata CT ACD S upervisor N ovember 2001 T ype Approval Notes to Users Step 3: T ype App roval T oshiba I nformation Sy stems (UK), Ltd, ( TIU), hereb y declare s that th e Strata CT product complies with the requirements of the EC Dir ective 19 99/5/EC, (aka Radio & T elecommun ications T erminal Equipment di rective).
Strata CT ACD Supervisor November 2001 29 Notes to Users Network Planning Information Step 4: Network Planning In formation 4-1. Strat a CT T one Plan. T able A3 b elow list s the char acteris t ics of the tones and signals u sed in Str ata CT . 4-2. Syst em Port to Port losses.
30 Strata CT ACD S upervisor N ovember 2001 Network P lanning In formation No tes to Users T able A4 be low list s the various “typical ” transmi ssion gai ns/losse s when inte r-connecti ng the various port types. -V alues i ndicate a transmi ssion loss.
Strata CT ACD Supervisor November 2001 31 Index A about thi s book conven tions iv organ isation iii relate d documents v acces s codes 23 ACD group supe rvisor 1 ACD pickup 24 afte r call 9 agent ass.
32 Strata CT ACD S upervisor N ovember 2001 Index Night Tran sfer 19 night tr ansfer l ock 20 Reset Queue Alarm 21 Superv isor Auto Lo g In 22 Transfer to ACD Group 22 fixed but tons Cnf ⁄ Trn 3 Spk.
Strata CT ACD Supervisor November 2001 33 Index V volume 3.
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