Français dropdown-ico

Toshiba Strata CT Digital Business Telephone Solutions manuel d'utilisation

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41

Aller à la page of

Les manuels d’utilisation similaires

Un bon manuel d’utilisation

Les règles imposent au revendeur l'obligation de fournir à l'acheteur, avec des marchandises, le manuel d’utilisation Toshiba Strata CT Digital Business Telephone Solutions. Le manque du manuel d’utilisation ou les informations incorrectes fournies au consommateur sont à la base d'une plainte pour non-conformité du dispositif avec le contrat. Conformément à la loi, l’inclusion du manuel d’utilisation sous une forme autre que le papier est autorisée, ce qui est souvent utilisé récemment, en incluant la forme graphique ou électronique du manuel Toshiba Strata CT Digital Business Telephone Solutions ou les vidéos d'instruction pour les utilisateurs. La condition est son caractère lisible et compréhensible.

Qu'est ce que le manuel d’utilisation?

Le mot vient du latin "Instructio", à savoir organiser. Ainsi, le manuel d’utilisation Toshiba Strata CT Digital Business Telephone Solutions décrit les étapes de la procédure. Le but du manuel d’utilisation est d’instruire, de faciliter le démarrage, l'utilisation de l'équipement ou l'exécution des actions spécifiques. Le manuel d’utilisation est une collection d'informations sur l'objet/service, une indice.

Malheureusement, peu d'utilisateurs prennent le temps de lire le manuel d’utilisation, et un bon manuel permet non seulement d’apprendre à connaître un certain nombre de fonctionnalités supplémentaires du dispositif acheté, mais aussi éviter la majorité des défaillances.

Donc, ce qui devrait contenir le manuel parfait?

Tout d'abord, le manuel d’utilisation Toshiba Strata CT Digital Business Telephone Solutions devrait contenir:
- informations sur les caractéristiques techniques du dispositif Toshiba Strata CT Digital Business Telephone Solutions
- nom du fabricant et année de fabrication Toshiba Strata CT Digital Business Telephone Solutions
- instructions d'utilisation, de réglage et d’entretien de l'équipement Toshiba Strata CT Digital Business Telephone Solutions
- signes de sécurité et attestations confirmant la conformité avec les normes pertinentes

Pourquoi nous ne lisons pas les manuels d’utilisation?

Habituellement, cela est dû au manque de temps et de certitude quant à la fonctionnalité spécifique de l'équipement acheté. Malheureusement, la connexion et le démarrage Toshiba Strata CT Digital Business Telephone Solutions ne suffisent pas. Le manuel d’utilisation contient un certain nombre de lignes directrices concernant les fonctionnalités spécifiques, la sécurité, les méthodes d'entretien (même les moyens qui doivent être utilisés), les défauts possibles Toshiba Strata CT Digital Business Telephone Solutions et les moyens de résoudre des problèmes communs lors de l'utilisation. Enfin, le manuel contient les coordonnées du service Toshiba en l'absence de l'efficacité des solutions proposées. Actuellement, les manuels d’utilisation sous la forme d'animations intéressantes et de vidéos pédagogiques qui sont meilleurs que la brochure, sont très populaires. Ce type de manuel permet à l'utilisateur de voir toute la vidéo d'instruction sans sauter les spécifications et les descriptions techniques compliquées Toshiba Strata CT Digital Business Telephone Solutions, comme c’est le cas pour la version papier.

Pourquoi lire le manuel d’utilisation?

Tout d'abord, il contient la réponse sur la structure, les possibilités du dispositif Toshiba Strata CT Digital Business Telephone Solutions, l'utilisation de divers accessoires et une gamme d'informations pour profiter pleinement de toutes les fonctionnalités et commodités.

Après un achat réussi de l’équipement/dispositif, prenez un moment pour vous familiariser avec toutes les parties du manuel d'utilisation Toshiba Strata CT Digital Business Telephone Solutions. À l'heure actuelle, ils sont soigneusement préparés et traduits pour qu'ils soient non seulement compréhensibles pour les utilisateurs, mais pour qu’ils remplissent leur fonction de base de l'information et d’aide.

Table des matières du manuel d’utilisation

  • Page 1

    November 2001 TOSHIBA Telecommunica tions Div ision ACD Supervisor Guide Release 2 Digital Business T elephone Solutions[...]

  • Page 2

    Publicatio n Information T oshiba Informat ion System s (UK) Ltd. reserv es the ri ght to change any of this info rmat ion incl uding, but not limite d to, produ ct chara cteristic s and operat ing spec ificat ions, wi thout pri or notice . It is inte nd ed th at t he inf or mat ion co nta in ed w ithin thi s ma nual is co rre ct at the time of goi[...]

  • Page 3

    Strata CT ACD Supervisor November 2001 i Contents Introduction Organisation .................................................................................................................. ................. iii Action/Response ............................................................................................................... .........[...]

  • Page 4

    Strata CT ACD Supervisor November 2001 ii New Shift .................................................................................................................................. 18 Night Transfer ................................................................................................................ ............... 19 Night Transfer Lo[...]

  • Page 5

    Strata CT ACD Supervisor November 2001 iii Introduction This gui de is designed to provi de inst ructions for th e ACD Supervisor regard ing the use of Automatic Call Dist ributio n (ACD) on T os hiba’ s Strata CT system. It provides s tep-b y-step in structi ons on how to use t he ACD Superv isor fea tures. This gu ide doe s not provi de instr u[...]

  • Page 6

    iv Strata CT ACD S upervisor N ovember 2001 Organis ation Introd uction Conventions Action/Respon se Conventions Descript ion Note Elabora tes speci fic it ems or refe rences ot her info rmation . W ithi n some tabl es, gen eral notes appl y to th e entire table and numbered notes appl y to s pecific items. Important! Call s attent ion to impo rtan[...]

  • Page 7

    Strata CT ACD Supervisor November 2001 v Introduct ion Relat ed Do cuments /Medi a Related Docume nts/Media Note Some documen ts listed her e may appear i n dif ferent ve rsions on th e CD-ROM or in print . T o find the most curre nt versi on, chec k the vers ion/date in the Publicat ion Infor mation on the back of t he document’ s title page. Re[...]

  • Page 8

    vi Strata CT ACD S upervisor N ovember 2001 Related Docu ments/Me dia Introduction[...]

  • Page 9

    Strata CT ACD Supervisor November 2001 1 The Grand T our 1 Companie s that recei ve a lar ge volume of incomin g calls ca n handle them quick ly and easi ly with the Automatic Call Distr ibution (ACD) featur es availabl e on T oshiba’ s Strata CT sy stem. Design ated incoming cal ls bypass t he operator and go direct ly to an answeri ng pool of A[...]

  • Page 10

    2 Strata CT ACD S upervisor N ovember 2001 ACD Grou p Supervis or The Gr and T our If your t elephone does not hav e the ACD Su pervisor feature buttons sh own in the r ight-han d column of the t elephon e keystri p in Figur e 1 , you can e nter an a ccess code sequen ce to pe rform the same funct ion (see T able 4 on 24 ). Important! A Superv isor[...]

  • Page 11

    Strata CT ACD Supervisor November 2001 3 The Gr and T our Buttons Buttons There are two sets o f butt ons: fix ed and flex ible. The f ixed butt ons (e.g., Mic , Msg , Red ia l , Ho ld , Conf/ T r n , Vo l ▲ , and Vo l ▼ ) are standa rd to ever y Strata CT 2000 & 2500 -series telephone (see Figure 1 ) . The fl exible bu ttons con sist of Di[...]

  • Page 12

    4 Strata CT ACD S upervisor N ovember 2001 Buttons Th e Grand T our Flexible Butto ns The buttons des cribed in Ta b l e 2 are specific to the ACD Supervis or ’ s te lephone (also see exampl es in Figure 1 ). * Must be p rogrammed us ing SD bu ttons for one-touch access. (See Appen dix A for instructions.) Note T oshiba r ecommends tha t Supervi [...]

  • Page 13

    Strata CT ACD Supervisor November 2001 5 The Gr and T our Soft Keys Directory Numb er [DN] Buttons The [DN] but tons consi st of: [P DNs], [SDNs], a nd [PhDNs]. The y make or ans wer calls and are known as you r extensio n or interc om number . Y ou can have multipl e [DN] buttons on your teleph one ( Figure 1 ), includ ing [DNs] be longing to ano [...]

  • Page 14

    6 Strata CT ACD S upervisor N ovember 2001 Soft Keys Th e Grand T our[...]

  • Page 15

    Strata CT ACD Supervisor November 2001 7 Features 2 This chapt er lists the feature s availab le on the ACD Super visor te lephone in alphabetical o rder begin ning on Page 13 . Th ese feature s can be per formed on 10 - or 20-but ton digi tal and el ectroni c telephon es. Music and ann ouncement de vices can also be connected for use with your ACD[...]

  • Page 16

    8 Strata CT ACD S upervisor N ovember 2001 Featur e Interacti on Features Feat ure Inter action Strata CT provides the ACD features from syste m-residen t software. Some station feature s are change d when a sta tion is acti vated as an ACD Agent or Supervisor . Standard stati on capabi lities are determ ined by your statio n class of servi ce. Y o[...]

  • Page 17

    Strata CT ACD Supervisor November 2001 9 Features Agen t T elephone St atus Agent T eleph one Status ACD Agents can make and r eceive di fferent types of c alls depending u pon the sta t us of th eir ACD telephon e. The current st atus is displa yed on your L C D when you us e your Agent Status feature . ♦ A vailable – If your Agent i s logged [...]

  • Page 18

    10 Strata CT ACD S upervisor N ovember 2001 Agen t Assi sta nce Features Agent A ssistance An Agent in y our ACD Group can cal l you for assista nce by pres sing the ACD H e l p button on the ir statio n. ACD Help rings the Sup ervisor ’ s [PDN] an d takes pr iority o ver other ACD calls/f unctions and, in some cases, the Agen t can over ride you[...]

  • Page 19

    Strata CT ACD Supervisor November 2001 11 Features Loggin g In/ Out Logg ing In/Ou t Y ou can log in and out as a n ACD Supervisor o r Agent by e ntering I D codes at y our stat ion. Y our telephon e can only be logged in as an Ag ent or Supe rvisor , but not both. If you log in as an Agen t, your sta t ion is available for incoming ACD c alls. Y o[...]

  • Page 20

    12 Strata CT ACD S upervisor N ovember 2001 Logging In/O ut Features Y ou can program an SD button as y our Supvr A uto Log In for one-t ouch dial ling of t he sequenc e outline d above see “S upervisor Auto Log In” o n Page 22 . The SD butt on should be labeled a s Supvr Auto Log In . ➤ T o cancel Supervisor l og in ➤ Press Lo g In/Out at [...]

  • Page 21

    Strata CT ACD Supervisor November 2001 13 Features Loggin g In/ Out Note If the Age nt ID code i s invali d, the te lephone se nds a busy tone, the Log In/ Out LED stops flashi ng and turn s off, an d the LCD disp lays LOG IN ERROR . T ry to log in ag ain. ➤ T o cancel Agent log i n ➤ Press th e Log In/Ou t at any time. ➤ T o log out (Agent) [...]

  • Page 22

    14 Strata CT ACD S upervisor N ovember 2001 Logging In/O ut Features ➤ T o monitor Ag ent Status 1. Press Agent S tatus The number of agents logged in is displaye d. YYY = Number of Agents l ogged in …o r [PD N] + #405 + XX . XX = ACD Group Number (01~16 for lar ge syst ems and 0 1~08 for s mall sys tems) 2. Press Scroll . The agen t’ s statu[...]

  • Page 23

    Strata CT ACD Supervisor November 2001 15 Features Loggin g In/ Out ➤ T o view the status of ano t her ACD gr oup ➤ Press [PDN] + #405 + XX (ACD Gr oup number). ➤ T o monitor Queue Status 1. Press Qu eue Stat us The n umbe r of call s wai ting in th e queue displays . XXX = Number of calls wa iting in the que ue …o r [PD N] + #404 + XX . XX[...]

  • Page 24

    16 Strata CT ACD S upervisor N ovember 2001 Call Moni toring Feature s ➤ T o end monito ring ➤ Press Spkr . ➤ T o pr ogram the SD butt on for one- touch Agen t Status ➤ T o pr ogram the SD butt on for one- touch Queue St atus Call Monitoring This feat ure enabl es you, as t he Supervisor , to monitor con versati ons between an ACD Agent and[...]

  • Page 25

    Strata CT ACD Supervisor November 2001 17 Features C all Monito ring ➤ T o monitor an ACD call Notes ● If the Ag ent i s not o n an ACD cal l, the one -w ay , list en- onl y path is s ilen t. ● Moni tor ACD Call onl y works when y our telep hone and a [PDN] are idle. ● This fea ture is limi ted by the availabilit y of conferenc e channels. [...]

  • Page 26

    18 Strata CT ACD S upervisor N ovember 2001 End of ACD Shif t Features End of ACD Shift Y ou can use End of A CD Shift to activ ate an aft er-shi ft destinat ion of an ACD Gr oup. The after- shift de stination is assigned in syst em programming. Y ou must be logge d in as a Su pervisor to activat e or cancel this feature. Th e after-shift destinat [...]

  • Page 27

    Strata CT ACD Supervisor November 2001 19 Features N ight T ransf er Night T ransfer Incoming c alls to your gr oup can be rout ed to di ffe r ent d estinat ions, base d on either tw o- or thr ee-call routing (ringing) patt erns which are s et in system pr ogramming. The Night T ransfer LED ind icates the acti ve routing p attern: Up to four Night [...]

  • Page 28

    20 Strata CT ACD S upervisor N ovember 2001 Nigh t T ran sfe r Features Night T ransfe r Lock The NT L ock button ena bles your telep hone to loc k the syst em into th e “Day , Day 2, or Night” modes. Th is feat ure is assigned to your telephone i n system p rogramming, h owever , the ACD Gr oup Superv isor can l ock the r ing modes . Y ou must[...]

  • Page 29

    Strata CT ACD Supervisor November 2001 21 Features R eset Que ue Alarm Reset Queue Alar m During que ue operati on, the number of un answered ACD call s waiting in the queue, and the a m ount of time t he calls have been wai ting is constant ly monitore d by the sy stem. An alarm is generate d when ca lls waiting in the queue ex ceed pres et cond i[...]

  • Page 30

    22 Strata CT ACD S upervisor N ovember 2001 Supervis or Auto Log In Features Supervisor Auto Log In This feat ure enabl es you to l og in automatica lly when you use a on e-touch SD button. Supvr Auto Log In does not r eplace Log I n/Out on yo ur telephone. ➤ T o progra m your SD butt on for one- t ouch log in ➤ Press Redi a l + SD + [ PDN] + #[...]

  • Page 31

    Strata CT ACD Supervisor November 2001 23 Appendix A This appen dix provides a list of f eatures a nd the correspon ding ac cess code s equences. Acces s Codes If your t elephone does not ha ve the ACD Super visor fe ature but tons shown i n the lef t-hand column, you can enter the access co de sequence shown in th e right-ha nd column to perform t[...]

  • Page 32

    24 Strata CT ACD S upervisor N ovember 2001 Acce ss Codes Features T able 4 Supervis or Access Codes Featu res Acce ss Code Se que nce ACD Call Pickup [PDN] + #4036 Agent Status (Speed Dial Butt on) [PDN] + #405XX 1 1. XX = ACD Gr oup Number 01~16 on large s ystems a nd 01~08 on small sys tems. End of ACD Shift [PDN] + #4039 Log In/ Out (Agent) A C[...]

  • Page 33

    Strata CT ACD Supervisor November 2001 25 Notes to Users Step 1: Safety Approval T os hiba Info rm atio n Sys tem ( U. K.) L td de clar e t hat the St rata CT co mp lie s with the EE C’ s L V D direct ive, (Dire ctive No. 73 /23/EEC). The product ha s been ass e ssed and f ound to comply with EN60950:2000 . The notes listed below for m part of th[...]

  • Page 34

    26 Strata CT ACD S upervisor N ovember 2001 Safety App roval Notes to Users Any periphe ral apparatus connected to the above ports mus t have the same EN60950 classific ation. ie. ♦ SEL V ports must only be connected to SEL V type ports. ♦ TNV ports must only be co nnected to TNV type port s. 1-3. The s ystem must ha rdwired in to a switc hed f[...]

  • Page 35

    Strata CT ACD Supervisor November 2001 27 Notes to Users EMC Compliance The Strat a CT is desi gned to wor k within t he following e nvironmental c onditions: ♦ Operatin g temperature 0oC t o 40oC ♦ Hum idi ty 2 0% to 80% 1-5. Lit hium Batt eries Wa r n i n g ! All service pers onnel are inform ed that Lithium type battery cells are fitte d to [...]

  • Page 36

    28 Strata CT ACD S upervisor N ovember 2001 T ype Approval Notes to Users Step 3: T ype App roval T oshiba I nformation Sy stems (UK), Ltd, ( TIU), hereb y declare s that th e Strata CT product complies with the requirements of the EC Dir ective 19 99/5/EC, (aka Radio & T elecommun ications T erminal Equipment di rective). A manufactur e’ s D[...]

  • Page 37

    Strata CT ACD Supervisor November 2001 29 Notes to Users Network Planning Information Step 4: Network Planning In formation 4-1. Strat a CT T one Plan. T able A3 b elow list s the char acteris t ics of the tones and signals u sed in Str ata CT . 4-2. Syst em Port to Port losses. Ta b l e A 3 T ones/Signal to: Frequency Cade nce Me ani ng Excha nge [...]

  • Page 38

    30 Strata CT ACD S upervisor N ovember 2001 Network P lanning In formation No tes to Users T able A4 be low list s the various “typical ” transmi ssion gai ns/losse s when inte r-connecti ng the various port types. -V alues i ndicate a transmi ssion loss. 4-3. Loudne ss Rating. The table below lists the measured loudness rating of th e T oshiba[...]

  • Page 39

    Strata CT ACD Supervisor November 2001 31 Index A about thi s book conven tions iv organ isation iii relate d documents v acces s codes 23 ACD group supe rvisor 1 ACD pickup 24 afte r call 9 agent assista nce 8 ACD help butt on 10 Cnf ⁄ Trn but ton 10 DND mode 10 agent st atus (speed dia l button) 24 agent telephon e status 9 agent/qu eue status [...]

  • Page 40

    32 Strata CT ACD S upervisor N ovember 2001 Index Night Tran sfer 19 night tr ansfer l ock 20 Reset Queue Alarm 21 Superv isor Auto Lo g In 22 Transfer to ACD Group 22 fixed but tons Cnf ⁄ Trn 3 Spkr 3 flex ible butt ons 4 End of ACD Sh ift 4 Night Tran sfer/NT Lock 4 queue sta tus 4 rese t queue al arm 4 supvr aut o log in 4 transfe r to ACD gro[...]

  • Page 41

    Strata CT ACD Supervisor November 2001 33 Index V volume 3[...]