Toshiba Digital Business Telephone Solutions manuale d’uso

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

Publication Informa tion T oshiba Informat ion Systems (UK) Ltd . reserves the right to change any of this info rmation in cluding, but not limited to, pr oduct chara cteristics and op erating sp ecificat ions, without prior notice . It is i ntend ed th at the i nfor matio n conta ined within this manu al is co rrect at the time of goi ng to print,[...]

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

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

Strata CT ACD Supervisor November 2001 iii Introduction This gui de is de signed to provi de inst ructions for th e ACD Supe rvisor r egard ing the use of Aut omatic Call Dist ributio n (ACD) on T os hiba’ s Strata CT system. It provides s tep-by-s tep in structions on how to use t he ACD Supervis or featur es. This gu ide does no t provi de inst[...]

iv Strata CT ACD S upervisor November 2001 Organis ation Introductio n Conventions Action/Respon se Conventions Descript ion Note Elaborate s specif ic items or refe rences ot her info rmation. W ithi n some tabl es, genera l notes appl y to th e entire table and numbered notes appl y to speci fic items. Important! Call s attent ion to impo rtant i[...]

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

vi Strata CT ACD S upervisor November 2001 Related Docume nts/Media Introduction[...]

Strata CT ACD Supervisor November 2001 1 The Grand T our 1 Companies tha t receive a lar ge volume of incoming calls ca n handle the m quickly and easi ly with the Automatic Call Distr ibution (ACD) features 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 ACD [...]

2 Strata CT ACD S upervisor November 2001 ACD Grou p Supervis or The Grand T our If your t elephone does not hav e the ACD Super visor fea ture but tons sh own in the r ight-han d column of the t elephon e keystri p in Figure 1 , you can e nter an a ccess code sequen ce to perf orm the same functio n (see T able 4 on 24 ). Important! A Supervis or [...]

Strata CT ACD Supervisor November 2001 3 The Grand T our Buttons Buttons There are two sets o f buttons : fixed a nd flexib le. The f ixed butt ons (e.g., Mic , Msg , Redi al , Hold , Conf/ T r n , Vo l ▲ , and Vo l ▼ ) are st andard to every Stra ta CT 200 0 & 2500-seri es tele phone (s ee Figure 1 ) . The flexi ble bu ttons con sist of Di[...]

4 Strata CT ACD S upervisor November 2001 Buttons Th e Grand T our Flexible Buttons The buttons des cribed in Ta b l e 2 are specific to the ACD Supervisor’ s te lephone (al so see examples in Figure 1 ). * Must be p rogrammed us ing SD butto ns for one-touch access. (See Appen dix A for instructions.) Note T oshiba rec ommends tha t Supervi sor [...]

Strata CT ACD Supervisor November 2001 5 The Grand T our Soft Keys Directory Number [DN] B uttons The [DN] but tons consi st of: [PDNs] , [SDNs], a nd [PhDNs]. The y make or ans wer calls and are known as your ext ensio n or interc om number . Y ou can have multipl e [DN] buttons on your teleph one ( Figure 1 ), includ ing [DNs] be longin g to anot[...]

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

Strata CT ACD Supervisor November 2001 7 Features 2 This chapt er list s the fe atures av ailab le on the ACD Su pervisor telep hone in al phabetica l order beginn ing on Page 13 . Th ese fe atures ca n be perfo rmed on 10- or 20-butt on digita l and elec tronic telephon es. Music and announc ement devic es can als o be con nected for use with y ou[...]

8 Strata CT ACD S upervisor November 2001 Featur e Interacti on Features Featur e Inter action Strata CT provid es the ACD fea tures fr om system-r esiden t softwar e. Some stat ion feat ures are changed when a sta tion is acti vated as an ACD Agent or Supervi sor . Standard sta tion capa biliti es are determ ined by your statio n class of service [...]

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 ff erent typ es of c alls dependi ng upon t he statu s of thei r ACD telephon e. The cu rrent stat us is dis played on your LCD when yo u use yo ur Agent Sta tus feat ure. ♦ A vailable – If your Agent i s logg[...]

10 Strata CT ACD S upervisor November 2001 Agen t Assist ance Features Agent Assista nce An Agent in y our ACD Group can call you for as sistance by pressi ng the ACD H el p button on the ir statio n. ACD Help rings the Sup ervisor’ s [ PDN] and take s priori ty over other ACD calls /func tions and, in some cases, the Agent c an overri de your Do[...]

Strata CT ACD Supervisor November 2001 11 Features Loggin g In/O ut Logging In/Ou t Y ou can log in and out as a n ACD Supervis or or Age nt by ente ring ID cod es at your station . Y our telephon e can only be logged i n as an Agent or Supervi sor , but not both. If you l og in a s an Agent, your sta tion is availabl e for i ncoming ACD cal ls. Y [...]

12 Strata CT ACD S upervisor November 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 “Super visor Aut o Log In ” on Page 22 . The SD button shou ld be l abeled a s Supvr Auto Log In . ➤ T o cancel Supervisor l og in ➤ Press Lo g In/O ut a[...]

Strata CT ACD Supervisor November 2001 13 Features Loggin g In/O ut Note If the Age nt ID code i s invali d, the te lephone se nds a busy t one, the Log In/Out LED stops flashi ng and turn s of f, and t he LCD displa ys LOG IN ERROR . T r y to log i n again. ➤ T o cancel Agent log i n ➤ Press th e Log In /Out at any time. ➤ T o log out (Agent[...]

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

Strata CT ACD Supervisor November 2001 15 Features Loggin g In/O ut ➤ T o view the status of ano ther ACD gr oup ➤ Press [PDN] + #405 + XX (ACD Group n umber). ➤ T o monitor Queue Status 1. Press Qu eue Sta tu s The n umber of call s waitin g in th e queue di splays. XXX = Number of calls wa iting in the que ue …o r [PDN] + #404 + XX . XX =[...]

16 Strata CT ACD S upervisor November 2001 Call Moni toring Features ➤ T o end monitori ng ➤ Press Spkr . ➤ T o pr ogram the SD butt on for one- touch Agent St atus ➤ 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 Supervi sor , to monitor conver sations between an ACD Agent and c[...]

Strata CT ACD Supervisor November 2001 17 Features C all Monito ring ➤ T o monitor an ACD call Notes ● If the Agen t is not o n an A CD cal l, the o ne-w ay , li sten- only path is s ilent. ● Monitor A CD Call only wor ks when y our telep hone and a [ PDN] are idl e. ● This fea ture is limi ted by the availabi lity of conferenc e channel s.[...]

18 Strata CT ACD S upervisor November 2001 End of ACD Shif t Fe atures End of ACD Shift Y ou can use End of A CD Shif t to activate an after -shift destinatio n of an ACD Group. The after - shift de stinati on is assigned i n system pr ogramming. Y ou must be l ogged in as a Supervis or to activat e or cancel this feature. The af ter- shift des tin[...]

Strata CT ACD Supervisor November 2001 19 Features N ight T ransfer Night T ransfer Incoming c alls to your group can be routed to dif feren t destin ation s, based on either t wo- or three-ca ll routing (ringing ) patt erns whic h are set in system pr ogrammin g. The Night T ransfer LE D indicate s the acti ve rou ting patt ern: Up to four Night T[...]

20 Strata CT ACD S upervisor November 2001 Nigh t T ransfer Features Night T ransfe r Lock The NT L oc k but ton enabl es your te lephone to lock t he system i nto th e “Day , Day 2, or Nig ht” modes. This featur e is ass igned to your telep hone in s ystem prog ramming, h owever , the ACD Group Supervis or can lock the r ing modes. Y ou must u[...]

Strata CT ACD Supervisor November 2001 21 Features Rese t Queue Alarm Reset Queue Alar m During que ue operati on, the numbe r of un answered ACD call s waiting in the queu e, and the a mount of time t he calls have been wai ting is constant ly monitore d by the sy stem. An al arm is gen erated when call s waiting in the queue excee d preset condit[...]

22 Strata CT ACD S upervisor November 2001 Supervis or Auto Log In Features Supervisor Auto Log In This feat ure enabl es you to l og in aut omaticall y when you use a one-t ouch SD button. Supvr Auto Log In does not repl ace Log I n/O ut on yo ur telephone. ➤ T o progra m your SD butt on for one- touch log in ➤ Press Redi al + SD + [ PDN] + #4[...]

Strata CT ACD Supervisor November 2001 23 Appendix A This appen dix pr ovides a l ist of feat ures and t he cor responding access co de sequ ences. Access Co des If your t elephone does not ha ve the ACD Super visor fe ature but tons shown i n the left- hand column, you can enter the access co de sequen ce shown in the ri ght-hand col umn to perf o[...]

24 Strata CT ACD S upervisor November 2001 Access Co des Features T able 4 Supervisor Acce ss Codes Feature s Acce ss Co de Se quenc e ACD Call Pickup [PDN] + #4036 Agent Status (Speed D ial Button) [PDN] + #405XX 1 1. XX = ACD Gr oup Numb er 01~16 on l arge sys tems and 0 1~08 on sm all syst ems. End of ACD Shift [PDN] + #4039 Log In/Ou t (Agent) [...]

Strata CT ACD Supervisor November 2001 25 Notes to Users Step 1: Safety Approval T os hiba In form ation S ystem (U.K. ) Ltd d eclar e that the Stra ta CT compl ies wi th the EEC’ s L VD direct ive, (Dire ctive No. 73 /23/EEC). The product ha s been ass essed and f ound to compl y with EN60950:2000 . The notes listed b elow for m part of t he pro[...]

26 Strata CT ACD S upervisor November 2001 Safety App roval Notes to Users Any periphe ral appar atus conn ected to the abov e ports mus t have the same EN60950 classif ication. ie. ♦ SEL V por ts must onl y be connect ed to S EL V type ports. ♦ TNV ports must only be co nnected to TNV type port s. 1-3. The syst em must hardwi red in to a switc[...]

Strata CT ACD Supervisor November 2001 27 Notes to Users EMC Compliance The Strat a CT is desi gned to wor k within the f ollowing e nvironme ntal condi tions: ♦ Operatin g temperat ure 0oC to 40 oC ♦ Humi dity 20% to 80% 1-5. Lit hium Batt eries Wa r n i ng ! All service personne l are informed t hat Lithium typ e battery cel ls are fitte d to[...]

28 Strata CT ACD S upervisor November 2001 T ype Approval Notes to Users Step 3: T ype App roval T oshiba Inf ormation Sy stems ( UK), Ltd, (TIU) , hereby dec lares t hat the St rata CT product co mplies with the requiremen ts of t he EC Direct ive 1999/ 5/EC, (ak a Radio & T elecommunic ations T erminal Equipment di rectiv e). A manuf acture?[...]

Strata CT ACD Supervisor November 2001 29 Notes to Users Network Planning Informa tion Step 4: Network Planning In formation 4-1. Strat a CT T one Plan. T able A3 b elow list s the char acteris tics of the tones and si gnals used in Strat a CT . 4-2. System Por t to Port losses. Ta b l e A 3 T ones/Signal to: Frequency Cade nce Meani ng Exchange Li[...]

30 Strata CT ACD S upervisor November 2001 Network P lanning In formation No tes to Us ers T able A4 be low list s the v arious “t ypical” t ransmiss ion gains/ losses whe n inte r-connec ting the various port types. -V alues i ndicate a transmi ssion los s. 4-3. Loudne ss Rating. The table below lis ts the meas ured l oudness ra ting o f the T[...]

Strata CT ACD Supervisor November 2001 31 Index A about thi s book conven tions iv organisa tion iii relate d documents v access c odes 23 ACD group supe rvisor 1 ACD pickup 24 after c all 9 agent as sista nce 8 ACD help butt on 10 Cnf ⁄ Trn but ton 10 DND mode 10 agent st atus (spe ed dia l button) 24 agent te lephon e status 9 agent/qu eue stat[...]

32 Strata CT ACD S upervisor November 2001 Index Night Tran sfer 19 night tr ansfer l ock 20 Reset Queue Alarm 21 Supervis or Auto Lo g In 22 Transfer to ACD Group 22 fixed but tons Cnf ⁄ Trn 3 Spkr 3 flexibl e butt ons 4 End of ACD Shif t 4 Night Tran sfer/NT Lock 4 queue sta tus 4 reset qu eue al arm 4 supvr aut o log in 4 transfe r to ACD grou[...]

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