Toshiba Strata DK ACD System User guide

Telecommunication Systems Division
Digital Business Telephone Systems
ACD Supervisor Guide
March 1999
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-ACDSP-VB
Version A, April 1998
Version B, March 1999 (Format Change)
© Copyright 1999
Toshiba America Information Systems, Inc.
Telecommunication Systems Division
All rights reserved. No part of this manual, covered by the
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.
Contents
Introduction
Organization ................................................................................................................iii
Conventions ................................................................................................................ iv
Related Documents ...................................................................................................... v
Chapter 1 – The Grand Tour
ACD Group Supervisor ................................................................................................ 1
Buttons ......................................................................................................................... 3
Fixed Buttons ............................................................................................................ 3
Flexible Buttons ........................................................................................................ 4
Directory Number [DN] Buttons .............................................................................. 5
Soft Keys ...................................................................................................................... 5
Chapter 2 – Features
Feature Interaction ....................................................................................................... 8
Agent Telephone Status ............................................................................................... 9
Agent Assistance ........................................................................................................ 10
Logging In/Out ........................................................................................................... 11
Supervisor Log In/Out ............................................................................................ 11
Agent Log In/Out .................................................................................................... 12
Agent/Queue Status ................................................................................................ 13
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Contents
Chapter 2 - Features
Call Monitoring ..........................................................................................................16
End of ACD Shift .......................................................................................................18
New Shift ................................................................................................................18
Night Transfer ............................................................................................................19
Night Transfer Lock ................................................................................................20
Reset Queue Alarm ....................................................................................................21
Supervisor Auto Log In ..............................................................................................22
Transfer to ACD Group ..............................................................................................22
Appendix
Access Codes ..............................................................................................................23
Index ................................................................................................................................25
ii
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Introduction
This guide is designed to provide instructions for the ACD Supervisor 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 Supervisor features. This guide does
not provide instructions for the ACD Agent features. See the Strata DK ACD Agent
Guide for information about those telephone procedures.
Organization
This user guide is divided as follows:
♦
Chapter 1 – Grand Tour describes each available ACD Supervisor feature
button.
♦
Chapter 2 – Features provides a description and step-by-step operational
procedure for each individual ACD Supervisor feature.
♦
Appendix – Access Codes provides instructions for programming a sequence of
steps or access codes to the feature buttons.
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Introduction
Conventions
Conventions
➤ The left column
gives you the
single or
numbered steps
you need to
perform a
procedure.
These steps
apply to both
mouse or
keyboard use.
The right column gives the immediate response to
your action. This column also includes additional
notes and comments.
Elaborates specific items or references other information.
Note
Important!
Calls attention to important instructions or information.
Letters in [brackets] represent buttons which have Directory Numbers on them. For
example:
[PDN]
represents a Primary Directory Number (also known as an Extension
Number for your telephone.
[SDN]
represents a Secondary appearance of a [PDN]. A [PDN] which
appears on another telephone is considered an [SDN].
[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].
([WUDEROG represents buttons on a telephone.
~
means “through”
+
is used for multiple key entries.
➤
iv
denotes the step in a one-step procedure.
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Introduction
Related Documents/Media
Related Documents/Media
Refer to the appropriate user guide for information on your telephone's non-ACD
features. The following user guides are available for Strata DK telephones:
♦
Strata DK424 Call Center Solutions General Description provides a system
overview, including hardware and feature information. Highlights the technology
employed in operating the ACD Strata DK424 system.
♦
ACD Agent Guide describes the ACD agent feature operation along with stepby-step procedures for using features.
♦
Digital Telephone User Guide provides all the procedures necessary to operate
Toshiba-proprietary digital telephones, including Liquid Crystal Display (LCD)
features. It also includes instructions for using the add-on module/DSS console.
♦
Digital Telephone Quick Reference Guide provides a quick reference for
frequently-used digital telephone features.
♦
Electronic Telephone User Guide explains all the procedures necessary to
operate Toshiba-proprietary electronic telephones, including all LCD features.
Does not apply to the Strata DK14 system. It also includes instructions for using
the electronic DSS console.
♦
Electronic Telephone Quick Reference Guide provides a quick reference for
frequently-used electronic telephone features. Does not apply to the Strata DK14
system.
♦
Standard Telephone User Guide explains all the procedures necessary to operate
rotary dial and push-button standard telephones.
♦
Strata DK Library CD-ROM enables you to view, print, navigate and search
publications for Strata DK14, DK40 and DK424 digital business telephone
systems. It also includes Strata DK424 ACD Documentation, including the Strata
DK424 Call Center Solutions General Description, ACD Agent Guide and ACD
Supervisors Guide. ACD Installation and Programming instructions are included
in the Strata DK Installation and Maintenance Manual and Programming
Manual.
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Introduction
Related Documents
vi
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The Grand Tour
1
Companies that receive a large volume of incoming calls can handle them quickly and
easily with the Automatic Call Distribution (ACD) features available on Toshiba’s
Strata DK system. Designated incoming calls bypass the attendant and go directly to
an answering pool of ACD Agents. From there, calls are evenly distributed to
individual Agents.
ACD Group Supervisor
As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba
proprietary digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The
LCD provides important information about the ACD Group or an individual Agent’s
activities.
The buttons on your Supervisor Telephone can be programmed to perform different
tasks for you. For example, $JHQW6WDWXV and/or 4XHXH6WDWXV can be
programmed for one-touch access using Speed Dial ( 6') buttons. When you use these
buttons, the Agent and/or Queue Status is displayed on the LCD.
Other features are assigned to the flexible buttons on your telephone; for example,
5HVHW4XHXH$ODUP which signals you when too many calls are waiting in queue
and 0RQLWRU$&'&DOO which monitors Agents conversations on ACD calls.
A list of flexible ACD feature buttons is on Page 4. The button names are
recommended by Toshiba. If your ACD feature button names are different, see your
telephone System Administrator for their definitions.
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The Grand Tour
ACD Group Supervisor
If your telephone does not have the ACD Supervisor feature buttons shown in the
right-hand column of the telephone keystrip in Figure 1, you can enter an access code
sequence to perform the same function (see Table 4 on 24).
Important!
A Supervisor Telephone cannot be a standard tone or rotary-type
telephone.
Mode
Page
Liquid Crystal Display
(LCD) Shows ACD
Information
Scroll
Speed
Dial
Do Not
Disturb
Night
Transfer
End of
ACD Shift
NT Lock
Monitor
ACD Call
Log In/Out
Reset
Queue Alarm
ACD Call
Pickup
Queue
Status
Work
Unit
Agent
Status
Unavailable
Transfer to
ACD Grp
End After
Call Work
Supvr Auto
Log in
ACD
Help
[PDN]
207-2
ACD
Call (PhDN)
[PDN]
207-1
In this example,
Agent buttons are
shown in white.
Supervisor buttons
are shaded.
The Agent/Queue
Status button
sequence is stored
on Speed Dial
buttons
for One-touch
Access.
[PDN] = Primary
Directory Number
button (usually on
the Extension
Number of your
telephone).
There can be up to
four [PDNs] on a
telephone.
0139
Figure 1
2
ACD Supervisor Digital LCD Telephone
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The Grand Tour
Buttons
Buttons
There are two sets of buttons: fixed and flexible. The fixed buttons (e.g., 0LF, 0VJ,
5HGLDO, +ROG, &RQI7UQ, 9RO▲, and9RO▼) are standard to every Strata DK 2000series telephone (see Figure 1). The flexible buttons consist of Directory Number and
ACD feature buttons. The number of pre-programmed flexible buttons varies by
telephone.
Fixed Buttons
The fixed buttons are located on your dial pad and enable you to perform standard
functions quickly and easily. These buttons are explained in Table 1.
Table 1
Fixed Button Definitions
Button
Definition
&QI7UQ
(Conference/
Transfer)
Sets up conference and transfer calls.
+ROG
Holds internal or outside calls. The Line LED flashes green at the internal
hold rate.
0LF
(Microphone)
Toggles the microphone ON/OFF while the telephone is in use. The LED
indicates the status of the microphone.
0VJ
Calls back the station or voice mail device that activated the LED.
(Message)
5HGLDO
Dials the number that you originally called (use the same [DN] or Line that
you used to dial the original number).
6SNU
Toggles the speaker ON/OFF. The LED indicates the status of the speaker.
(Speaker)
9RO▲
9RO▼
Adjusts volume levels.
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The Grand Tour
Buttons
Flexible Buttons
The buttons described in Table 2 are specific to the ACD Supervisor’s telephone (also
see examples in Figure 1).
Table 2
Flexible Button Definitions
Button
Definition
$&'&DOO
3LFNXS
Picks up ACD calls ringing at any Agent’s telephone in the same group.
The calls are no longer registered as an ACD call.
$JHQW6WDWXV
Displays the status of Agents in a particular ACD Group. Use 6FUROO to
step through the status of agents in the group.*
(QGRI$&'
6KLIW
Activates the after-shift service of an ACD Group and directs all new
incoming ACD calls to a pre-assigned destination.
0RQLWRU$&'
&DOO
Monitors (listens to) an ACD call.
1LJKW7UDQVIHU
17/RFN
Routes incoming calls to/from an ACD group during different times of the
day. These buttons are not always needed by ACD Supervisors.
4XHXH6WDWXV
Displays how many calls are waiting in the queue for a particular ACD
Group and how long each call has been waiting.*
5HVHW4XHXH
$ODUP
Resets the queue alarm and its timer.
6XSYU$XWR
/RJ,Q
Enables you to automatically log into the ACD Group as a Supervisor.*
7UDQVIHUWR
$&'*URXS
Transfers CO line calls (non-ACD or ACD) into an ACD Group.*
* Must be programmed using 6' buttons for one-touch access. (See Appendix for instructions.)
Note
4
Toshiba recommends that Supervisor telephones have at least two [PDN]
buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/
Queue Status.
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The Grand Tour
Soft Keys
Directory Number [DN] Buttons
The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer
calls and are known as your extension or intercom number. You can have multiple
[DN] buttons on your telephone (Figure 1), including [DNs] belonging to another
telephone, [SDNs].
If you have an LCD telephone, you can find out the actual
Directory Number of a [DN] button by pressing the [DN] you
want to display and dialing . The number (210) displays.
Table 3
DN = 210
Directory Button Definitions
Button
Definition
[PDN]
Primary Directory
Number
Your specific extension or intercom number used to make or receive
calls. Your telephone can have up to four [PDN] buttons with your
number. You can set Call Forward and Voice Mail ID code for your
[PDN].
[SDN]
Secondary Directory
Number
This number is a [PDN] of another telephone which appears on your
telephone. You cannot set Call Forward and Voice Mail ID code for
[SDNs] on your telephone.
[PhDN]
Phantom Directory
Number
Up to eight [PhDNs] can be dedicated to a station or shared by a
group of stations. One example of a [PhDN] use is when the [PhDN] is
a common phone number for an entire department, ringing on all of
the telephones of the group when it is called.
You can only set Call Forward and Voice Mail ID code for [PhDNs] that
are owned by your telephone.
You can have a separate 0VJ button and mailbox for up to four
[PhDNs] on your telephone.
Soft Keys
If you have a Strata 2000-series LCD telephone, the Soft Key features are deactivated
during the time that you are logged in as an ACD Supervisor. Only ACD displays are
functional during ACD telephone sessions. When you log out of the ACD Group, Soft
Key features become available again. Refer to the Strata DK Digital Telephone User
Guide for more information on Soft Keys.
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The Grand Tour
Soft Keys
6
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2
Features
This chapter lists the features available on the ACD Supervisor telephone in
alphabetical order beginning on Page 13. These features can be performed on 10- or
20-button digital and electronic telephones. Music and announcement devices can also
be connected for use with your ACD system.
It is highly recommended that you have a telephone equipped with an LCD, because
the LCD displays important information about the ACD system and group.
The ACD Supervisor telephone features are:
♦
Agent/Queue Status
♦
Call Monitoring
♦
End of ACD Shift
♦
Night Transfer
♦
NT Lock
♦
Reset Queue Alarm
♦
Supervisor Auto Log In
♦
Transfer to ACD Group
The ACD Agent features assignable to the ACD Supervisor’s telephone are outlined
in detail in the Strata DK ACD Agent Guide.
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Features
Feature Interaction
Feature Interaction
Strata DK provides the ACD features from system-resident software. Some station
features are changed when a station is activated as an ACD Agent or Supervisor.
Standard station capabilities are determined by your station class of service. You can
still use the standard station buttons: &QI7UQ, +ROG, 5HGLDO, 0LF, 0VJ, and 6SNU.
The features listed below are affected when your station is logged in as Supervisor:
♦
Call Forwarding – Your primary and non-ACD [PhDNs] can set Call Forwarding.
The Agent assistance calls do not forward, but do ring at your station [PDN]. All
other types of calls forward from your [PDN] normally.
♦
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 can be activated when your
station is an ACD Supervisor station. DND applies to all calls directed to the
[PDN]. Agent telephones must have the DND Override feature to request
assistance if your telephone is in the DND mode.
♦
Executive Override – If an Agent is talking on an ACD or PBX call, executive
override of ACD/PBX calls is not allowed, but the Supervisor can call the Agent’s
[PDN] or an idle [PhDN].
♦
Agent Assistance – If you are busy, but one [PDN] is idle, your Agent can still
ring you for assistance. Up to four [PDNs] are available on a Supervisor station.
As a Supervisor you may want to receive ACD calls to assist agents during peak call
load periods. To do this your Supervisor telephone must have an assigned $&'&DOO
button before it can function as an Agent telephone.
8
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Features
Agent Telephone Status
Agent Telephone Status
ACD Agents can make and receive different types of calls depending upon the status
of their ACD telephone. The current status is displayed on your LCD when you use
your Agent Status feature.
♦
Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and
non-ACD or PBX calls to other [DNs] can be made and received.
♦
Unavailable – Your Agent is unavailable to take ACD calls when 8QDYDLODEOH
has been activated, or when the Agent does not respond to two successive ACD
calls.
♦
After Call – The After Call Work Time feature is automatically activated
(assigned in system programming) after each ACD call to allow the Agent to do
paperwork. The Agent can receive non-ACD or PBX calls, but not ACD calls
during After Call Work Time.
♦
Talk – If your Agent is on an ACD call or has one on hold, they can still make or
receive non-ACD calls on other [DNs] or &2/LQH buttons. The Agent cannot
make/receive PBX calls.
♦
Log Out – If your Agent is logged out of the ACD Group, they can still receive
and make non-ACD calls, but not ACD or PBX calls.
♦
PBX Call – When your Agent is talking on a PBX call or has one on hold, they
can still make or receive non-ACD calls on other [DNs] or &2/LQH buttons. The
Agent cannot receive ACD calls.
For more information, see “Agent/Queue Status” on Page 13.
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Features
Agent Assistance
Agent Assistance
An Agent in your ACD Group can call you for assistance by pressing the $&'+HOS
button on their station. ACD Help rings the Supervisor’s [PDN] and takes priority
over other ACD calls/functions and, in some cases, the Agent can override your Do
Not Disturb (DND) setting (if assigned in programming). The ACD Help feature
enables you to talk to the:
♦
Agent with the ACD call on hold.
♦
ACD caller with the Agent dropping out of the call by hanging up.
You can also participate in a three-way conversation with the Agent and the ACD
caller when the Agent presses &QI7UQ after you answer the ACD Help call.
For this feature to work, your telephone must be logged in with the Supervisor ID
code of the same Group as the Agent requesting help.
➤ To assist an agent
➤ Press the flashing
[PDN].
The [PDN] LED is on.
Your LCD displays the
message on the right.
QUE# 000 SUP GP01
HELP! AGT XXXX
= ID number of the
Agent requesting help.
XXXX
On the Agent’s telephone,
the ACD call is
automatically placed on
consultation-hold.
QUE# 014 SUP GP01
JUN 16 WED 02:27
Notes
●
●
10
Your telephone can be equipped with up to four [PDN] buttons to
accommodate ACD Help calls while busy on another call.
If your telephone is in the DND mode when an Agent presses $&'+HOS, the
Agent receives DND busy tone. If the Agent’s telephone has been
programmed to allow DND Override (system option), the Agent can dial to
override your DND. Call Monitor cancels after answering an ACD Help call.
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Features
Logging In/Out
●
●
If one of your telephone’s [PDNs] is busy on another call or in the monitor
mode, the Help call automatically busy-overrides an idle [PDN] and a mute
ring sounds on your telephone.
If the Agent drops out of a three-way assistance call leaving the ACD caller
and Supervisor connected, the call is no longer tracked on ACD MIS reports.
Logging In/Out
You can log in and out as an ACD Supervisor or Agent by entering ID codes at your
station. Your telephone can only be logged in as an Agent or Supervisor, but not both.
If you log in as an Agent, your station is available for incoming ACD calls. You must
log in as an ACD Supervisor to access to your Supervisor features.
Supervisor Log In/Out
1. Press /RJ,Q2XW
...or [PDN] + .
2. Enter your Supervisor
ID code and press
6SNU
...or hang up if you
used [PDN] +
.
The Log In/Out LED
flashes red, and the LCD
prompts you for your ID
code.
NO. 203
ENTER ID CODE
The Log In/Out LED lights steady red, or you hear a
one-second burst of dial tone if you used the [PDN] +
log in method.
Note A fast busy tone means that your log in was
unsuccessful, and the LCD displays LOG IN
ERROR. Repeat Step 1.
The successful log is
displayed on your LCD
(shown on the right).
QUE#YYY SUP GPXX
JUN 16 WED 02:27
YYY = Number of calls in the queue
XX = Number of the ACD Group (01~16)
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Features
Logging In/Out
You can program an 6' button as your 6XSYU$XWR/RJ,Q for one-touch dialing of
the sequence outlined above see “Supervisor Auto Log In” on Page 22. The 6' button
should be labeled as 6XSYU$XWR/RJ,Q.
➤ To cancel Supervisor log in
➤
Press /RJ,Q2XWat any time.
➤ To log out (Supervisor)
To begin your log out, the Log In/Out LED must be steady red. All Supervisor feature
buttons (0RQLWRU$JHQW, 4XHXH6WDWXV, etc.) are deactivated after you log out.
However, if Agents are still logged in and you did not end the shift before logging out,
the ACD calls are still sent to the ACD Group. It is not necessary for a telephone to be
logged in as Supervisor to allow ACD calls to be sent to Agent telephones.
➤ Press the /RJ,Q2XW The Log In/Out LED turns off.
...or [PDN] + ,
then hang up.
Note /RJ,Q2XW only works during an idle or non-
ACD status. If your station is in any other status,
the system ignores your Log In/Out request.
Agent Log In/Out
When logged in as a Supervisor, ACD calls do not ring on your telephone; but you can
pick up an ACD call ringing at an Agent's station. If a Supervision telephone picks up
an ACD call ringing an Agent telephone, the call is no longer tracked on ACD MIS
reports. You can log into the system as an Agent. If you log in as an Agent, the
telephone cannot operate as a Supervisor station.
Your telephone must have an $&'&DOO button to act as an Agent.
1. Press $&'&DOO, then
/RJ,Q2XW
The ACD Call LED is
steady green, the Log In/
Out LED flashes red, and
the LCD prompts you to
enter an ID code.
NO. 203
ENTER ID CODE
…or $&'&DOO +
.
12
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Features
Logging In/Out
2. Enter your four-digit
Agent ID code.
A one-second burst of
dial tone confirms
successful log in.
QUE# YYY AGT GPXX
JUN 16 WED 02:27
The Log In/Out LED
turns steady red, and the
LCD displays the
information as shown on
the right.
Note
If the Agent ID code is invalid, the telephone sends a busy tone, the Log In/
Out LED stops flashing and turns off, and the LCD displays LOG IN ERROR.
Try to log in again.
➤ To cancel Agent log in
➤
Press the /RJ,Q2XWat any time.
➤ To log out (Agent)
➤ Press /RJ,Q2XW
The Log In/Out LED turns off.
...or [PDN] + Note Log In/Out only works during an idle or
non-ACD status. If your station is in any other
and hang up.
status, the system ignores your Log In/Out
request.
When you log out as an Agent, the ACD features are deactivated on the telephone;
however, the regular features still continue to work. After you have logged out, the
$&'&DOO button can be used to make and receive non-ACD calls only, and they are
not registered as ACD or PBX calls.
Agent/Queue Status
Agent Status allows you to monitor the status (Available, Unavailable, etc.) of each
Agent logged into your ACD Group. The Queue Status feature enables you to view
the number of calls and the amount of time each has been waiting in the queue for a
specific ACD Group. You have to be logged in as a Supervisor to use this feature. You
can also view the status of other ACD Groups.
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13
Features
Logging In/Out
You can conveniently program an 6' button to provide one-touch access for
monitoring Agents or the Queue (also see “Access Codes” on Page 23).
➤ To monitor Agent Status
1. Press $JHQW6WDWXV
The number of agents
logged in is displayed.
NUMBER OF AGENTS
LOGGED IN : YYY
= Number of Agents
logged in
YYY
…or [PDN] + + ;;.
2. Press 6FUROO.
XX = ACD Group Number (01~16 for large systems
and 01~08 for small systems)
The agent’s status is
displayed.
ID XXXX/NO. WWWW
STAT : ZZZZZZZZZZZZZ
XXXX = Agent ID Number
WWWW = Agent telephone
[PDN]
Z~Z
= Agent Status, which can be:
♦
AVAIL (Available
♦
UNAVAIL
♦
AFTER CALL (After
♦
TALK
♦
LOG OUT
♦
PBX CALL
to receive ACD calls)
(Unavailable to receive ACD calls)
Call)
(Talking or holding on ACD Call)
(Logged Out)
(Talking or holding on a PBX Call)
Notes
14
♦
If the Agent’s status changes, the LCD changes to
reflect the new status.
♦
If an Agent is talking on a non-ACD call, the status
is displayed as AVAIL (Available) and ACD calls
are forwarded from the queue to the Agent.
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Features
Logging In/Out
➤ To view the status of another ACD group
➤
Press [PDN] + + ;; (ACD Group number).
➤ To monitor Queue Status
1. Press 4XHXH
The number of calls
waiting in the queue
displays.
6WDWXV
NUMBER OF CALLS
IN QUE: XXX
XXX = Number of calls
waiting in the queue
…or [PDN] + + ;;.
2. Press 6FUROO.
XX = ACD Group number (01~16 for large systems
and 01~08 for small systems)
The first (oldest) call in
the queue is displayed.
The time is updated every
5 seconds.
LINE XXX QUEUE
TIME HH:MM:SS
HH = Hours
MM = Minutes
SS = Seconds
Each time 6FUROO is
pressed, the next oldest
call in the queue is
shown.
3. Press 6FUROO.
A call in the queue is
answered by an Agent
and is displayed on your
LCD.
...or, if an ACD call
disconnects while
currently on your
LCD, press 6FUROO
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The CANCEL status is
displayed.
LINE XXX QUEUE
TIME HH:MM:SS
LINE EXIT QUEUE
PRESS SCROLL
LINE XXX CANCEL
TIME 00:00:15
15
Features
Call Monitoring
...or, if an ACD call
overflows while
displayed on your
LCD, press 6FUROO.
The OVERFLOW status is
displayed.
LINE XXX OVERFLOW
TIME 00:00:15
➤ To end monitoring
➤
Press 6SNU.
➤ To program the SD button for one-touch Agent Status
➤ Do not lift the handset
and press 5HGLDO +
6' + ;; +
5HGLDO.
The 6' button is now programmed to monitor Agent
Status and should be labeled as $JHQW6WDWXV.
XX = ACD Group Number (01~16 for large systems
and 01~08 for small systems)
➤ To program the SD button for one-touch Queue Status
➤ Do not lift the handset
and press 5HGLDO +
6' + ;; +
5HGLDO.
The 6' button is now programmed to monitor Queue
Status and should be labeled as 4XHXH6WDWXV.
XX = ACD Group Number (01~16 for large systems
and 01~08 for small systems).
Call Monitoring
This feature enables you, as the Supervisor, to monitor conversations between an
ACD Agent and caller. A one-way, listen-only path is established for the Supervisor
only. The monitoring feature does not apply to Agent PBX or non-ACD calls.
A periodic tone and LCD message can be added to the Agent’s telephone to indicate
that you are monitoring the call. These options are provided by system programming.
Important!
16
This feature is only intended for ACD Supervisors, so the Supervisor
log in ID code should be kept confidential to prevent unauthorized use
of this and other Supervisor features.
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Features
Call Monitoring
➤ To monitor an ACD call
➤ Press 0RQLWRU$&'
&DOO + ;;;;
...or [PDN] + +;;;;.
Dial tone is heard and a
[PDN] LED lights.
QUE# 000 SUP GP01
ENTER AGT ID
XXXX = Agent ID code
You hear a short tone
every 15 seconds.
The duration of the call
(HH:MM:SS) replaces the
AGT XXXX display 15 or
60 seconds into the call.
If the Agent logs out
while being monitored,
your telephone receives a
busy tone and the
message on the right
displays on the LCD.
QUE# 000 SUP GP01
MONITOR AGT XXXX
QUE# 000 SUP GP01
MONITOR HH:MM:SS
QUE# 000 SUP GP01
AGT LOG OUT
Notes
●
If the Agent is not on an ACD call, the one-way, listen-only path is silent.
●
0RQLWRU$&'&DOO only works when your telephone and a [PDN] are idle.
●
This feature is limited by the availability of conference channels. If there are
no conference channels available, an reorder tone is heard.
You can continue monitoring the Agent’s ACD calls until you cancel the monitoring
or the Agent logs out of the group.
➤ To cancel ACD call monitoring
➤
Press 6SNU
…or hang up.
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17
Features
End of ACD Shift
Call monitoring is also canceled if you make or answer a telephone call, or the Agent
you are monitoring presses $&'+HOS.
End of ACD Shift
You can use (QGRI$&'6KLIW to activate an after-shift destination of an ACD
Group. The after-shift destination is assigned in system programming. You must be
logged in as a Supervisor to activate or cancel this feature. The after-shift destination
can be another ACD Group, Auto Attendant, Message Device, or Voice Mail.
If there are calls waiting in the queue, the last Agent of the group is not allowed to log
out, but new calls are forwarded to the after-shift destination. The LED flashes to
indicate that Agents are logged in.
➤ Press (QGRI$&'
The End of ACD Shift LED turns on.
6KLIW
...or [PDN] + .
New Shift
If your ACD Group is in the after-shift mode and no Agents are logged in, any Agent
that logs into the group starts a new shift. If all of your Agents did not log out, your
End of ACD Shift LED flashes until (QGRI$&'6KLIW is pressed or all of the
Agents log off. When the End of ACD Shift LED turns off, ACD calls are directed to
the Agents.
Important!
18
All Agents must be logged out of the previous shift before the new shift
can start.
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Features
Night Transfer
Night Transfer
Incoming calls to your group can be routed to different destinations, based on either
two- or three-call routing (ringing) patterns which are set in system programming. The
Night Transfer LED indicates the active routing pattern:
Three-Pattern
Two-Pattern
DAY
OFF
OFF
DAY 2
FLASH
N/A
NIGHT
ON
ON
Up to four Night Transfer (1LJKW7UDQVIHU) and Tenant Night Transfer (1LJKW
7UDQVIHUa) buttons can be assigned and controlled independently. Check with
the System Administrator for any additional information.
➤ To enable/disable Night Transfer
➤ Press 1LJKW
7UDQVIHU to toggle
Night Transfer
ON/OFF (two-ring
pattern)
...or, if your system is
programmed for
three-ring patterns,
the LED will flash
instead. Press 1LJKW
7UDQVIHU, again
(three-ring pattern),
to activate Night
Mode.
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The Night Transfer LED is ON if you are programmed
for a two-ring pattern.
You are in Day2 Mode. The LED indicators for
three-ring patterns are: Night Mode (LED is ON); Day
Mode (LED is OFF; and Day2 Mode (LED is
flashing).
The Night Transfer LED is ON.
19
Features
Night Transfer
Night Transfer Lock
The 17/RFN button enables your telephone to lock the system into the “Day, Day 2,
or Night” modes. This feature is assigned to your telephone in system programming,
however, the ACD Group Supervisor can lock the ring modes. You must use a
password.
➤ To assign or change NT Lock password
1. Press a [DN] +
; with the
handset on-hook.
The LCD prompts you to
enter a four-digit pass
code.
NO.200
ENTER PASS CODE
= Tenant 1~Tenant 4
CO line groups
X
2. Enter a four-digit
password.
As you enter the
password, the digits
display on the LCD.
3. Press 5HGLDO.
You hear confirmation
tone.
4. Hang up.
The password is assigned.
NO.200
XXXX
NO.200
DATA PROGRAMMED
JAN 15
NO.200
WED 02:00
ENTER
NO.200
PASSWORD
➤ To lock Night Transfer
1. Press 17/RFN.
2. Enter your password
and press 17/RFN
again.
20
The NT Lock LED
flashes. The LCD
prompts you to enter your
password.
YYYY
= Password digits
NO.200
YYYY
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Features
Reset Queue Alarm
If the correct password is
entered, the NT Lock
LED remains steady red
and NT LOCK displays.
JAN 15
NT LOCK
WED 02:00
If an incorrect password
is entered, the NT Lock
LED turns OFF.
Reset Queue Alarm
During queue operation, the number of unanswered ACD calls waiting in the queue,
and the amount of time the calls have been waiting is constantly monitored by the
system. An alarm is generated when calls waiting in the queue exceed preset
conditions. Your system installer can specify the following types of alarm in system
programming:
♦
Single alarm (immediate without a timer) – an interrupted beep tone alerts you
when the number of calls in queue is greater than a preset threshold.
♦
Two-layer alarm – a beep tone alerts you when the number of calls in queue
exceeds the:
✩
✩
Queue alarm timer -1 and is greater than a preset threshold (interrupted
beep tone).
Queue alarm timer -2 and is greater than a preset threshold which is
greater than the alarm 1 threshold (continuous beep tone).
The Reset Queue Alarm LED flashes.
➤ To reset the Queue Alarm
Press 5HVHW4XHXH
$ODUP.
The audible alarm stops, and the alarm-guard timer
starts. The LED flashes until the alarm is reset.
Note If the alarm-guard timer is disabled in system
programming, 5HVHW4XHXH$ODUP
functions only as an indicator and does not reset
the Queue Alarm.
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21
Features
Supervisor Auto Log In
If the alarm condition still exists when the alarm-guard timer expires, a second alarm
is generated to alert you. The Queue Alarm must be reset again.
Supervisor Auto Log In
This feature enables you to log in automatically when you use a one-touch 6' button.
6XSYU$XWR/RJ,Q does not replace /RJ,Q2XW on your telephone.
➤ To program your SD button for one-touch log in
➤
Press 5HGLDO + 6' + [PDN] + + ;;;; + 5HGLDO (XXXX =
Supervisor ID code).
Transfer to ACD Group
This feature enables you to transfer CO line calls (non-ACD or ACD) to an ACD
Group using your one-touch 6' button.
➤ To program your SD button for one-touch Transfer to ACD Group
➤
22
Press 5HGLDO+ 6' + &QI7UQ + ;; + 5HGLDO (XX = ACD Group
number 01~16 for large systems and 01~08 for small systems).
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Appendix
This appendix provides a list of features and the corresponding access code sequences.
Access Codes
If your telephone does not have the ACD Supervisor feature buttons shown in the lefthand column, you can enter the access code sequence shown in the right-hand column
to perform the same function.
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23
Features
Access Codes
Table 4
Supervisor Access Codes
Features
Access Code Sequence
ACD Call Pickup
[PDN] +#&7369
Agent Status (Speed Dial Button)
[PDN] + &738;;1
End of ACD Shift
[PDN] + &736<
Log In/Out (Agent)
$&'#&DOO2#+ &7364#+#====3
Log In/Out (Supervisor)
[PDN] + &7364#.#;;;;4
Monitor ACD Call
[PDN] + &7368#.#<<<<5
Queue Status (Speed Dial Button)
[PDN] + &737;;1
Reset Queue Alarm
[PDN] +#&7367
Supvr Auto Log In (Speed Dial Button)
[PDN] + &7364 +#;;;;4
Transfer to ACD Group (Speed Dial Button)
&QI27UQ + &739;;1
1. XX = ACD Group Number 01~16 on large systems and 01~08 on small systems.
2. $&'#&DOO button is any single appearing [PhDN] that is owned by the telephone.
3. ZZZZ = Agent ID Code used when logging into an ACD Group as an Agent.
4. XXXX = Supervisor ID code used only to log in.
5. YYYY = Agent ID.
24
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Index
A
C
about this book
conventions, iv
organization, iii
related documents, v
access codes, 23
ACD group supervisor, 1
ACD pickup, 24
after call, 9
agent assistance, 8
ACD help button, 10
Cnf⁄Trn button, 10
DND mode, 10
agent status (speed dial button), 24
agent telephone status, 9
agent/queue status, 13
alarm-guard timer, 22
available, 9
call forwarding, 8
Cnf⁄Trn
ACD group code, 24
end of ACD shift, 4, 24
calls waiting in the queue, 18
last agent of the group, 18
new shift, 18
executive override, 8
B
F
buttons
Hold, 3
Mic, 3
volume control, 3
feature interaction, 8
features
agent assistance, 10
end of ACD shift, 18
logging in/out, 11
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D
directory number buttons
[PDN], 5
[PhDN], 5
definitions, 5
do not disturb, 8
E
25
Index
H~U
night transfer, 19
night transfer lock, 20
reset queue alarm, 21
supervisor auto log in, 22
transfer to ACD group, 22
fixed buttons
Cnf⁄Trn, 3
Spkr, 3
flexible buttons, 4
end of ACD shift, 4
night transfer/NT lock, 4
queue status, 4
reset queue alarm, 4
supvr auto log in, 4
transfer to ACD group, 4
H
N
night transfer
NT lock button, 4, 20
ringing (day, day 2, night), 19
P
PBX call, 9
phantom [PhDN] buttons, 5
Q
queue status, 4, 24
R
reset queue alarm, 24
button, 4
single alarm, 21
two-layer alarm, 21
Hold, 3
L
log in/out
agent, 12, 24
log out status, 9
supervisor, 11, 24
M
message and display, 8
Mic button, 3
monitor
ACD call, 17, 24
agent status, 14
conference channels, 17
queue status, 15
26
S
soft keys, 5
speed dial
agent status, 16
queue status, 16
Spkr button, 3
supervisor auto log in, 22
button, 4, 24
T
talk, 9
transfer to ACD group button, 4, 24
U
unavailable, 9
Strata DK ACD Supervisor
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