Toshiba Strata CT Digital Business Telephone Solutions manual

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

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[...]

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 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[...]

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[...]

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[...]

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

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[...]

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[...]

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[...]

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 [...]

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 [...]

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

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[...]

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[...]

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 [...]

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[...]

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[...]

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 [...]

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) [...]

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[...]

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[...]

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[...]

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. [...]

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 [...]

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 [...]

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[...]

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[...]

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] + #[...]

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[...]

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[...]

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[...]

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[...]

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 [...]

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[...]

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 [...]

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[...]

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 [...]

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[...]

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