Toshiba Telephone Digital Business Telephone Solutions User manual

TOSHIBA
Telecommunications Division
Digital Business Telephone Solutions
ACD Supervisor Guide
Release 2
November 2001
Publication Information
Toshiba Information Systems (UK) Ltd. reserves the right to change any
of this information including, but not limited to, product characteristics
and operating specifications, without prior notice.
It is intended that the information contained within this manual is correct
at the time of going to print, however all liability for errors or omissions
is excluded.
© Copyright 2001
Toshiba Information Systems (UK) Ltd.
Telecommunications 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 and Stratagy are registered trademarks of Toshiba Information
Systems (UK) Ltd.
Version 2, November 2001
Trademarks, registered trademarks, and service marks are the property of
their respective owners.
Contents
Introduction
Organisation ................................................................................................................................... iii
Action/Response ........................................................................................................................ iv
Related Documents/Media .............................................................................................................. 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
Call Monitoring ............................................................................................................................. 16
End of ACD Shift .......................................................................................................................... 18
Strata CT ACD Supervisor November 2001
i
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 C ................................................................................................................................... 23
Access Codes ................................................................................................................................ 23
Notes to Users .............................................................................................................................. 25
Index ............................................................................................................................................... 31
Strata CT ACD Supervisor November 2001
ii
Introduction
This guide is designed to provide instructions for the ACD Supervisor regarding the use of Automatic
Call Distribution (ACD) on Toshiba’s Strata CT 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 CT ACD Agent Guide for information about those telephone procedures.
Organisation
This user guide is divided as follows:
♦
Chapter 1 – The 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 provides instructions for programming a sequence of steps or access codes to the
feature buttons.
♦
Notes to Users contains an overview of Safety Approval and EMC Compliance details.
Strata CT ACD Supervisor November 2001
iii
Organisation
Introduction
Conventions
Conventions
Note
Important!
CAUTION!
WARNING!
[DN]
[PDN]
[SDN]
[PhDN]
Arial Bold
Plus (+)
Tilde (~)
➤
➤
See Figure 10
Description
Elaborates specific items or references other information. Within some tables, general
notes apply to the entire table and numbered notes apply to specific items.
Calls attention to important instructions or information.
Advises you that hardware, software applications, or data could be damaged if the
instructions are not followed closely.
Alerts you when the given task could cause personal injury or death.
Represents any Directory Number button, also known as an extension or intercom
number.
Represents any Primary Directory Number button (the extension number for the
telephone). An extra appearance of the PDN on the same phone is not considered as a
SDN.
Represents any Secondary appearance of a PDN. A PDN which appears on another
telephone is considered an SDN.
Represents any Phantom Directory Number button (an additional DN).
Represents telephone buttons.
Shows a multiple PC keyboard or phone button entry. Entries without spaces between
them show a simultaneous entry. Example: Esc+Enter. Entries with spaces between
them show a sequential entry. Example: # + 5.
Means “through.” Example: 200~220 station range.
Denotes the step in a one-step procedure.
Denotes a procedure.
Grey words within the printed text denote cross-references. In the electronic version of
this document (Strata CT Library CD-ROM), cross-references appear in blue hypertext.
Action/Response
The left column gives you single or numbered
The right column gives the immediate response to your
steps that you need to perform a procedure. These action. This column also includes additional notes and
comments.
steps apply to both mouse or keyboard use.
iv
Strata CT ACD Supervisor November 2001
Introduction
Related Documents/Media
Related Documents/Media
Note
Some documents listed here may appear in different versions on the CD-ROM or in print. To
find the most current version, check the version/date in the Publication Information on the
back of the document’s title page.
Refer to the appropriate user guide for information on your telephone's non-ACD features. The
following user guides are available for Strata CT telephones:
♦
Strata CT General Description provides a system overview including hardware and feature
information.
♦
Strata CT System Administrator Guide gives instructions for the System Administrator to
manage the system. Contains instructions for Station Relocation, System Speed Dial, and other
features only activated by the System Administrator.
♦
Strata CT Digital Telephone User Guide provides all the procedures necessary to operate
Toshiba-proprietary digital telephones, including Single Line Digital Telephone Liquid Crystal
Display (LCD) features. It also includes instructions for using the add-on module/DSS console.
♦
Strata CT Digital Telephone Quick Reference Guide provides a quick reference for frequentlyused digital telephone features.
♦
Strata CT Electronic Telephone User Guide explains all the procedures necessary to operate
Toshiba-proprietary electronic telephones, including all LCD features. It also includes
instructions for using the electronic DSS console.
♦
Strata CT Electronic Telephone Quick Reference Guide provides a quick reference for
frequently-used electronic telephone features.
♦
Strata CT Standard Telephone User Guide explains all the procedures necessary to operate
rotary dial and push-button standard telephones.
♦
Strata CT ACD Agent User Guide describes the ACD agent feature operation along with stepby-step procedures for using features.
♦
Strata Technical Library CD-ROM enables you to view, print, navigate and search publications
for Strata DK40 and Strata CT digital business telephone systems. It also includes Strata CT ACD
Documentation, including the ACD Agent Guide and ACD Supervisor’s Guide. ACD Installation
and Programming instructions are included in the Strata CT Installation and Maintenance
Manual and the Strata CT Programming Manual.
Strata CT ACD Supervisor November 2001
v
Related Documents/Media
vi
Introduction
Strata CT ACD Supervisor November 2001
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 CT system. Designated
incoming calls bypass the operator 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, Agent Status and/or Queue Status can be programmed for one-touch access using
Speed Dial (SD) 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, Reset Queue
Alarm which signals you when too many calls are waiting in queue and Monitor ACD Call 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.
Strata CT ACD Supervisor November 2001
1
ACD Group Supervisor
The Grand Tour
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 telephone (SLT).
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,
Shaded buttons are
specific to
ACD Supervisor.
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.
Agent buttons are
on the left,
Supervisor buttons are on
the right.
0139
Figure 1
2
ACD Supervisor Digital LCD Telephone
Strata CT ACD Supervisor November 2001
The Grand Tour
Buttons
Buttons
There are two sets of buttons: fixed and flexible. The fixed buttons (e.g., Mic, Msg, Redial, Hold,
Conf/Trn, Vol▲, and Vol▼) are standard to every Strata CT 2000 & 2500-series 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
Cnf/Trn
(Conference/Transfer)
Definition
Sets up conference and transfer calls.
Hold
Holds internal or outside calls. The Line LED flashes green at the internal hold rate.
Mic
Toggles the microphone ON/OFF while the telephone is in use. The LED indicates
the status of the microphone.
(Microphone)
Msg
(Message)
Redial
Spkr
(Speaker)
Vol▲
Vol▼
Calls back the station or voice mail device that activated the LED.
Dials the number that you originally called (use the same [DN] or Line that you used
to dial the original number).
Toggles the speaker ON/OFF. The LED indicates the status of the speaker.
Adjusts volume levels.
Strata CT ACD Supervisor November 2001
3
Buttons
The Grand Tour
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
ACD Call Pickup
Picks up ACD calls ringing at any Agent’s telephone in the same group. The calls
are no longer registered as an ACD call.
Agent Status
Displays the status of Agents in a particular ACD Group. Use Scroll to step through
the status of agents in the group.*
End of ACD Shift
Activates the after-shift service of an ACD Group and directs all new incoming ACD
calls to a pre-assigned destination.
Monitor ACD Call
Monitors (listens to) an ACD call.
Night Transfer/NT Lock
Routes incoming calls to/from an ACD group during different times of the day. These
buttons are not always needed by ACD Supervisors.
Queue Status
Displays how many calls are waiting in the queue for a particular ACD Group and
how long each call has been waiting.*
Reset Queue Alarm
Resets the queue alarm and its timer.
Supvr Auto Log In
Enables you to automatically log into the ACD Group as a Supervisor.*
Transfer to ACD Group
Transfers Exchange line calls (non-ACD or ACD) into an ACD Group.*
*
Must be programmed using SD buttons for one-touch access. (See Appendix A 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.
Strata CT ACD Supervisor November 2001
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 dialling
#407. 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.
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.
[PhDN]
Phantom Directory Number
You can only set Call Forward and Voice Mail ID code for [PhDNs] that are owned by
your telephone.
You can have a separate Msg 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 CT Digital Telephone User Guide for more information on Soft Keys.
Strata CT ACD Supervisor November 2001
5
Soft Keys
6
The Grand Tour
Strata CT ACD Supervisor November 2001
Features
2
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 CT ACD Agent Guide.
Strata CT ACD Supervisor November 2001
7
Feature Interaction
Features
Feature Interaction
Strata CT 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: Cnf/Trn,
Hold, Redial, Mic, Msg, and Spkr.
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 ACD Call button before it can function as
an Agent telephone.
8
Strata CT ACD Supervisor November 2001
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 Unavailable 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 nonACD calls on other [DNs] or CO Line 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 nonACD 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 CO Line buttons. The Agent cannot receive ACD
calls.
For more information, see “Agent/Queue Status” on Page 13.
Strata CT ACD Supervisor November 2001
9
Agent Assistance
Features
Agent Assistance
An Agent in your ACD Group can call you for assistance by pressing the ACD Help 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 Cnf/Trn 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
XXXX = ID number of the Agent requesting help.
On the Agent’s telephone, the ACD call is
automatically placed on consultation-hold.
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 ACD Help, the Agent receives
DND busy tone. If the Agent’s telephone has been programmed to allow DND Override (system
option), the Agent can dial 2 to override your DND. Call Monitor cancels after answering an
ACD Help call.
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.
Strata CT ACD Supervisor November 2001
Features
Logging In/Out
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 Log In/Out
...or [PDN] + #4031.
2. Enter your Supervisor ID code
and press Spkr
...or hang up if you used [PDN]
+ #4031.
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] + #4031 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)
Strata CT ACD Supervisor November 2001
11
Logging In/Out
Features
You can program an SD button as your Supvr Auto Log In for one-touch dialling of the sequence
outlined above see “Supervisor Auto Log In” on Page 22. The SD button should be labeled as Supvr
Auto Log In.
➤ To cancel Supervisor log in
➤ Press Log In/Out at any time.
➤ To log out (Supervisor)
To begin your log out, the Log In/Out LED must be steady red. All Supervisor feature buttons
(Monitor Agent, Queue Status, 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 Log In/Out
...or [PDN] + #4031, then hang up.
The Log In/Out LED turns off.
Note
Log In/Out 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 ACD Call button to act as an Agent.
1. Press ACD Call, then Log In/ The ACD Call LED is steady green, the
Log In/Out LED flashes red, and the
Out
LCD prompts you to enter an ID code.
NO. 203
ENTER ID CODE
…or ACD Call + #4031.
12
Strata CT ACD Supervisor November 2001
Features
Logging In/Out
2. Enter your four-digit Agent ID A one-second burst of dial tone
code.
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 Log In/Out at any time.
➤ To log out (Agent)
➤ Press Log In/Out
...or [PDN] + #4031 and hang up.
The Log In/Out LED turns off.
Note
Log In/Out 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.
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 ACD Call 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.
You can conveniently program an SD button to provide one-touch access for monitoring Agents or
the Queue (also see “Access Codes” on Page 23).
Strata CT ACD Supervisor November 2001
13
Logging In/Out
Features
➤ To monitor Agent Status
1. Press Agent Status
The number of agents logged in is
displayed.
YYY
…or [PDN] + #405 + XX.
2. Press Scroll.
NUMBER OF AGENTS
LOGGED IN : YYY
= Number of Agents logged in
XX = ACD Group Number (01~16 for large systems and 01~08
for small systems)
The agent’s status is displayed.
XXXX = Agent ID Number
WWWW = Agent telephone
Z~Z =
ID XXXX/NO. WWWW
STAT : ZZZZZZZZZZZZZ
[PDN]
Agent Status, which can be:
♦
AVAIL (Available
to receive ACD calls)
♦
UNAVAIL (Unavailable
♦
AFTER CALL (After
♦
TALK
♦
LOG OUT
♦
PBX CALL
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.
Strata CT ACD Supervisor November 2001
Features
Logging In/Out
➤ To view the status of another ACD group
➤ Press [PDN] + #405 + XX (ACD Group number).
➤ To monitor Queue Status
1. Press Queue Status
The number of calls waiting in the
queue displays.
NUMBER OF CALLS
IN QUE: XXX
= Number of calls waiting in the
queue
XXX
…or [PDN] + #404 + XX.
2. Press Scroll.
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
3. Press Scroll.
Each time Scroll is pressed, the next
oldest call in the queue is shown.
LINE XXX QUEUE
TIME HH:MM:SS
A call in the queue is answered by an
Agent and is displayed on your LCD.
LINE EXIT QUEUE
PRESS SCROLL
...or, if an ACD call
disconnects while currently
on your LCD, press Scroll
The CANCEL status is displayed.
...or, if an ACD call
overflows while displayed
on your LCD, press Scroll.
The OVERFLOW status is displayed.
Strata CT ACD Supervisor November 2001
LINE XXX CANCEL
TIME 00:00:15
LINE XXX OVERFLOW
TIME 00:00:15
15
Call Monitoring
Features
➤ To end monitoring
➤ Press Spkr.
➤ To program the SD button for one-touch Agent Status
➤ Do not lift the handset and press
Redial + SD + 405XX + Redial.
The SD button is now programmed to monitor Agent Status
and should be labelled as Agent Status.
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
Redial + SD + 404XX + Redial.
The SD button is now programmed to monitor Queue Status
and should be labeled as Queue Status.
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 unauthorised use of this and other Supervisor
features.
Strata CT ACD Supervisor November 2001
Features
Call Monitoring
➤ To monitor an ACD call
➤ Press Monitor ACD Call +
XXXX
Dial tone is heard and a [PDN]
LED lights.
...or [PDN] + #4035 + XXXX.
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
ENTER AGT ID
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.
Monitor ACD Call 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 Spkr
…or hang up.
Call monitoring is also cancelled if you make or answer a telephone call, or the Agent you are
monitoring presses ACD Help.
Strata CT ACD Supervisor November 2001
17
End of ACD Shift
Features
End of ACD Shift
You can use End of ACD Shift to activate an after-shift destination of an ACD Group. The aftershift 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 End of ACD Shift
The End of ACD Shift LED turns on.
...or [PDN] + #4039.
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 End of ACD Shift 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.
Strata CT ACD Supervisor November 2001
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:
DAY
DAY 2
NIGHT
Three-Pattern
OFF
FLASH
ON
Two-Pattern
OFF
N/A
ON
Up to four Night Transfer (Night Transfer) and Tenant Night Transfer (Night Transfer 1~4)
buttons can be assigned and controlled independently. Check with the System Administrator for any
additional information.
➤ To enable/disable Night Transfer
➤ Press Night Transfer 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 Night Transfer,
again (three-ring pattern), to
activate Night Mode.
Strata CT ACD Supervisor November 2001
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
Night Transfer
Features
Night Transfer Lock
The NT Lock 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] + #622X with the
handset on-hook.
The LCD prompts you to enter a
four-digit pass code.
NO.200
ENTER PASS CODE
X = Tenant 1~Tenant 4 Exchange
line groups
2. Enter a four-digit password.
As you enter the password, the
digits display on the LCD.
3. Press Redial.
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 NT Lock.
2. Enter your password and press
NT Lock again.
20
The NT Lock LED flashes. The
LCD prompts you to enter your
password.
YYYY
= Password digits
NO.200
YYYY
Strata CT ACD Supervisor November 2001
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 Reset Queue Alarm.
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, Reset Queue Alarm functions only
as an indicator and does not reset the Queue Alarm.
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.
Strata CT ACD Supervisor November 2001
21
Supervisor Auto Log In
Features
Supervisor Auto Log In
This feature enables you to log in automatically when you use a one-touch SD button. Supvr Auto
Log In does not replace Log In/Out on your telephone.
➤ To program your SD button for one-touch log in
➤ Press Redial + SD + [PDN] + #4031 + XXXX + Redial (XXXX = Supervisor ID code).
Transfer to ACD Group
This feature enables you to transfer Exchange line calls (non-ACD or ACD) to an ACD Group using
your one-touch SD button.
➤ To program your SD button for one-touch Transfer to ACD Group
➤ Press Redial + SD + Cnf/Trn + #406XX + Redial (XX = ACD Group number 01~16 for
large systems and 01~08 for small systems).
22
Strata CT ACD Supervisor November 2001
Appendix
A
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 left-hand column,
you can enter the access code sequence shown in the right-hand column to perform the same function.
Strata CT ACD Supervisor November 2001
23
Access Codes
Table 4
Features
Supervisor Access Codes
Features
Access Code Sequence
ACD Call Pickup
[PDN] + #4036
Agent Status (Speed Dial Button)
[PDN] + #405XX1
End of ACD Shift
[PDN] + #4039
Log In/Out (Agent)
ACD Call2 + #4031 + ZZZZ3
Log In/Out (Supervisor)
[PDN] + #4031 + XXXX4
Monitor ACD Call
[PDN] + #4035 + YYYY5
Queue Status (Speed Dial Button)
[PDN] + #404XX*
Reset Queue Alarm
[PDN] + #4034
Supvr Auto Log In (Speed Dial Button)
[PDN] + #4031 + XXXX4
Transfer to ACD Group (Speed Dial Button)
Cnf/Trn + #406XX*
1.
2.
3.
4.
5.
24
XX = ACD Group Number 01~16 on large systems and 01~08 on small systems.
ACD Call button is any single appearing [PhDN] that is owned by the telephone.
ZZZZ = Agent ID Code used when logging into an ACD Group as an Agent.
XXXX = Supervisor ID code used only to log in.
YYYY = Agent ID.
Strata CT ACD Supervisor November 2001
Notes to Users
Step 1: Safety Approval
Toshiba Information System (U.K.) Ltd declare that the Strata CT complies with the EEC’s LVD
directive, (Directive No. 73/23/EEC). The product has been assessed and found to comply with
EN60950:2000.
The notes listed below form part of the products compliance with the aforementioned European
Norm.
1-1.
1-2.
The system, PCOU/RCOU/RCOS unit, must be earthed. The earth connection must be
hardwired to a main distribution point. The main cabinet must be earthed.
Table A1 below identifies and classifies the ports available on the system:
Table A1
Type of Circuit
(EN60950
Classification)
SELV
Port Location
SELV
SELV
TNV3
TNV3
TNV3
Power Supply
BPSU672F
Processor Boards:
B1CU1F, B2CAU1A,
B3CAU1A, B5CAU1A
PDKU2A
PEKU2F
RSTU1F
RSTU3F
PCOU2F/PCOUS2F
TNV3
RCOU3F/RCOS3F
SELV
Strata CT ACD Supervisor November 2001
Port Description
For connection of external 24 volt batteries.
For connection of external Music-on-Hold source
For connection of Toshiba propriety terminals.
For connection of Toshiba Visually Handicapped Console terminals.
For connection of approved 2 wire devices.
For connection of approved 2 wire devices.
For connection to PTO provided Loop Call Unguarded Clear
exchange lines.
For connection to PTO provided Loop Call Unguarded Clear
exchange lines.
25
Safety Approval
Table A1
Notes to Users
(continued)
Type of Circuit
(EN60950
Classification)
TNV1
RBSU2A
TNV1
RBSU1A
TNV1
TNV1
RBSS1A & RBSS2A
RPTU1F
TNV2
PACU2F
TNV2
PEMU2F
SELV
PEPU2A
SELV
PIOU2A
SELV
PIOUS2A
SELV
SELV
RSIU1A
RSIS1A
SELV
SELV
RRCU1A
EKT and DKT
Port Location
Port Description
2 Cct ISDN2, (CTR3), Basic Rate I/F. For connection to euro-ISDN
services.
2 Cct ISDN2, (CTR3), Basic Rate I/F. For connection to euro-ISDN
services.
2 Cct ISDN2, Basic Rate I/F. For connection to euro-ISDN services.
1ccts ISDN30, (CTR4), primary rate I/F> For connection to euroISDN services.
4Cct AC15 Private Circuit I/F, (CTR17). For connection to PTO
Private Circuit services.
4Cct AC15 Private Circuit I/F, (CTR17). For connection to PTO
Private Circuit services.
Contains various ports for connection of audio paging amplifiers, dry
relay contacts to control external equipment.
Contains various ports for connection of audio paging amplifiers, dry
relay contacts to control external equipment,two RS232 ports for
connection to PCs or printers.
Contains various ports for connection of audio paging amplifiers, dry
relay contacts to control external equipment,two RS232 ports for
connection to PCs or printers.
Serial port board, (1 x V24), for programming/Call Logging.
Serial port board, (1 x V24), for programming/Call Logging. Fits on
RSIU1A.
Optical interface board for connecting remote cabinets.
Headset ports on any of the range of key telephones.
Any peripheral apparatus connected to the above ports must have the same EN60950 classification.
ie.
♦
SELV ports must only be connected to SELV type ports.
♦
TNV ports must only be connected to TNV type ports.
1-3.
1-4.
26
The system must hardwired into a switched fused spur, this spur must be installed in
accordance with 16th edition of the IEE wiring regulations, aka BS7671:1992.
Environmental Installation details.
Strata CT ACD Supervisor November 2001
Notes to Users
EMC Compliance
The Strata CT is designed to work within the following environmental conditions:
♦
Operating temperature 0oC to 40oC
♦
Humidity 20% to 80%
1-5.
Lithium Batteries
Warning!
All service personnel are informed that Lithium type battery cells are fitted to the
following units - B1CU1F, B2CAU1A, B2CBU1F, B3CAU1A, B3CB1F, B5CAU1A, B5CBU1F.
In accordance with safety requirements you are advised that in the event of these cells
going faulty, the entire unit must be returned to Toshiba Information Systems for correct
disposal. Under no circumstances must the cells be removed or replaced.
Step 2: EMC Compliance
Toshiba Information Systems (U.K.) Ltd declare that the Strata CT complies with the EEC’s EMC
directive, Directive No. 89/366/EEC as amended by directive 92/31/EEC. The product has been
assessed and found to comply with the following generic standards, in the present absence of any
product specific standards:
♦
EN55022:1998, (Emissions)
♦
EN52024:1998 (Immunity)
The notes listed below form part of the products’ compliance with the aforementioned European
Norm.
To ensure EMC compliance the system must installed in accordance with the instructions in the
“Installation and Maintenance” manual. In order to maintain compliance any shielded cables supplied
and/or ferrite suppression cores must be used.
Equipment details
Base Cabinet Dimensions:
Expansion Cabinet Dimensions:
Height - 296mm
Width - 672mm
Depth - 270mm
Height - 254mm
Width - 672mm
Depth - 270mm
Weight - 14.1kg (fully equipped)
Weight - 14.1kg (fully equipped)
Warning!
This is a Class A product. In a domestic environment this Product may cause radio
interference in which case the User may be required to take adequate measures
Strata CT ACD Supervisor November 2001
27
Type Approval
Notes to Users
Step 3: Type Approval
Toshiba Information Systems (UK), Ltd, (TIU), hereby declares that the Strata CT product complies
with the requirements of the EC Directive 1999/5/EC, (aka Radio & Telecommunications Terminal
Equipment directive). A manufacture’s Declaration under this Directive allows connection to the
relevant Public Network Services and the right to place the Product on the market.
The Strata CT is classified as “Call Routing Apparatus” it is intended to be connected to the various
Public Telecommunications Network Services for the purpose of generating and terminating “calls”.
Table A2 below lists the intended purposes of all the system interfaces.
Table A2
Interface Type
PCOU2F/RCOU3F/RCOS3F
RPTU1F
RBSU1A & RBSU2A
PACU2F
PEMU2F
Network Service
Analogue Loop Calling Unguarded Lines
Euro ISDN30 service. Approved to CTR 4.
Euro ISDN2 service. Approved to CTR 3.
Analogue 4 wire Private Circuits, uses AC15 signalling. Approved to TBR 17.
Analogue 4 wire Private Circuits, uses DC5 signalling. Approved to TBR 17.
The system must be installed in accordance with BS6701 parts 1 and 2, the latest issue shall apply.
Toshiba Information Systems claim approval to OFTEL general variation NS/V/1235/P/100020. The
information contained in this paragraph supports Toshiba’s claim:
The following features require the interconnection of 2 or more exchange lines.
♦
Multi-party conferencing
♦
Call Forward External*
♦
Translation of Un-used Extension numbers*
♦
DISA*
*Warning! These features can allow an Incoming callers access to an outgoing exchange line. There is
an engineering programming parameter which can disable these features. In addition the
DISA feature can be “password” protected. USERS SHOULD BE AWARE THAT THESE
FEATURES CAN BE USED FOR FRAUDULENT PURPOSES. Please consult your supplier
to ensure any necessary security measures are enabled.
28
Strata CT ACD Supervisor November 2001
Notes to Users
Network Planning Information
Step 4: Network Planning Information
4-1.
Strata CT Tone Plan.
Table A3 below lists the characteristics of the tones and signals used in Strata CT.
Table A3
Tones/Signal to:
Exchange Line
DKT
2 Wire extns
Tie Lines
DISA calls
Internal general
4-2.
Frequency
Music On Hold
500/640Hz
modul.10Hz
1300/1780Hz
modul.10Hz
860/1180Hz
modul.10Hz
2000Hz mod by 10Hz
500Hz
1000/800Hz
1000/800Hz
660/500
2000Hz
20Hz
DTMF A
DTMF D
DTMF B
MWI Signal
400Hz
350/440Hz
400/450Hz
400HZ
400Hz
350/440Hz
4000/450Hz
400Hz
350/400Hz
400/450Hz
400Hz
400Hz
400Hz
Cadence
N/A
1s On 3s Off
1s On 3s Off
1s On 3s Off
1s On 3s Off
1s On 3s Off
0.6s On 1000Hz/0.6s On 800Hz
0.6s On 1000Hz/0.6s 800Hz
0.7s On 660Hz/0.7s On 500Hz
1s On 3s Off
Meaning
Call on Hold
I/C PSTN call Opt.1.
I/C PSTN call Opt.2.
I/C PSTN call Opt.3.
I/C PSTN to Busy DKT
I/C Int call
Call from D/phone A
Call from D/phone B
Call from D/phone B
Busy/DND Override
1s On 3s Off
80 or 160mS
80 or 160mS
80 or 160mS
0.9 ON/0.1s Off
0.375s On/0.375s Off
Continuous
0.4 On/0.2s Off/0.4s On/2s Off
0.375s On/0.375s Off
0.375s On/0.375s Off
Continuous
0.4 On/0.2s Off/0.4s On/2s Off
0.375s On/0.375s Off
Continuous
0.4 On/0.2s Off/0.4s On/2s Off
0.375s On/0.375s Off
0.375s On/0.375s Off
1s On
Ring Signal
Voice Mail Answer
Voice Mail Disconnect
Voice Mail Recall
Message Waiting Signal
Extension Busy
Dial Tone
Ring Tone
Delay Busy Tone
Extension Busy
Dial Tone
Ring Tone
Delay Busy Tone
Dial Tone
Ringing Tone
Extension Tone
NU/Reorder Tone
Executive override
System Port to Port losses.
Strata CT ACD Supervisor November 2001
29
Network Planning Information
Notes to Users
Table A4 below lists the various “typical” transmission gains/losses when inter-connecting the
various port types.
Sys Port Type
PCOU2F/
RCOU3F/
RCOS3F
RPTU1F
RBSU2A
PEMU2F
PACU2F
RSTU3F
PCOU2F
to
fm
3.7
3.7
RBSU1A
to
fm
1.8
1.9
RPTU1F
to
fm
1.8
1.9
PEMU2F
to
fm
3.1
3.2
PACU2F
to
fm
-0.7 -1.5
1.9
1.9
3.1
-0.7
_0.5
0
0
1.3
-3.4
-2.4
0
0
1.3
-3.4
-2.4
2.6
-2.0
-1.1
-2.0
-6.0
-5.9
1.8
1.8
3.2
-1.5
-1.0
0
0
1.3
-2.5
-2.8
0
0
1.3
-2.5
-2.8
2.6
-2.0
-1.5
-2.0
-6.0
-6.2
RSTU3F
to
fm
-5.2
-5.2
-Values indicate a transmission loss.
4-3.
Loudness Rating.
The table below lists the measured loudness rating of the Toshiba proprietary terminals.
SLR and RLR @ 0km PSTN. (All values are +/-dB)
System Port Type
PCOU2F/RCOU3F/RCOS3F
RPTU1F/RBSU1A/TBSU1A
PEMU2F
PACU2F
30
SLR
1dB
6dB
4dB
8dB
PDKU2F ITS-A
RLR
-5dB to -16dB
2dB to -10dB
-2dB to -14dB
0dB to -9dB
Strata CT ACD Supervisor November 2001
Index
A
C
about this book
conventions iv
organisation 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 21
available 9
Call Forwarding 8
Cnf⁄ Trn
ACD group code 24
B
buttons
Hold 3
Mic 3
volume control 3
Strata CT ACD Supervisor November 2001
D
directory number buttons
[PDN] 5
[PhDN] 5
definitions 5
Do Not Disturb 8
E
end of ACD shift 4, 24
calls waiting in the queue 18
last Agent of the group 18
New Shift 18
Executive Override 8
F
Feature Interaction 8
Features
Agent Assistance 10
End of ACD Shift 18
Logging In/Out 11
31
Index
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
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
Hold 3
reset queue alarm 24
button 4
single alarm 21
two-layer alarm 21
L
S
log in/out
agent 12, 24
log out status 9
supervisor 11, 24
soft keys 5
speed dial
agent status 16
queue status 16
Spkr button 3
supervisor auto log in 22
button 4, 24
H
M
Message and Display 8
Mic button 3
monitor
ACD call 17, 24
agent status 14
conference channels 17
queue status 15
T
Talk 9
transfer to ACD group button 4, 24
U
unavailable 9
32
Strata CT ACD Supervisor November 2001
Index
V
volume 3
Strata CT ACD Supervisor November 2001
33