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.
Contents Introduction Organisation ................................................................................................................................... iii Action/Response ........................................................................................................................ iv Related Documents/Media .............................................................................................................. v Chapter 1 The Grand Tour ACD Group Supervisor ...............
New Shift .................................................................................................................................. 18 Night Transfer ............................................................................................................................... 19 Night Transfer Lock ................................................................................................................. 20 Reset Queue Alarm ...................................................................
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 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.
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.
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 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).
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.
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.
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.
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.
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.
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.
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.
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 ...
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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 (S
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.
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.
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.
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.
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.
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.
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 definiti
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
Index V volume 3 Strata CT ACD Supervisor November 2001 33
