Toshiba Strata CT Digital BusinessSolutions user manual

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Telecommunications Division
TOSHIBA
Digital Business Telephone Solutions
ACD Supervisor Guide
Release 2
November 2001

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© Copyright 2001 Publication Information Toshiba Information Systems (UK) Ltd. Toshiba Information Systems (UK) Ltd. reserves the right to change any Telecommunications Division of this information including, but not limited to, product characteristics and operating specifications, without prior notice. All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, It is intended that the information contained within th

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Contents Introduction Organisation ...................................................................................................................................iii Action/Response ........................................................................................................................ iv Related Documents/Media .............................................................................................................. v Chapter 1 The Grand Tour ACD Group Supervisor .......

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New Shift .................................................................................................................................. 18 Night Transfer ............................................................................................................................... 19 Night Transfer Lock ................................................................................................................. 20 Reset Queue Alarm .......................................................

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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 eac

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Organisation Introduction Conventions Conventions Description Elaborates specific items or references other information. Within some tables, general Note notes apply to the entire table and numbered notes apply to specific items. Important! Calls attention to important instructions or information. Advises you that hardware, software applications, or data could be damaged if the CAUTION! instructions are not followed closely. WARNING! Alerts you when the given task could cause personal injury

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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

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Related Documents/Media Introduction vi Strata CT ACD Supervisor November 2001

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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 wit

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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). Liquid Crystal Display (LCD) Shows ACD Information Mode Page Scroll Do Not Speed Dial Disturb Night End of Transfer ACD Shift Monitor NT Lock ACD Call Shaded butt

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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 eas

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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 Picks up ACD calls ringing at any Agent’s telephone in the same group. The calls ACD Call Pickup 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 Ac

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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 DN = 210 #407. The number (210) displa

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Soft Keys The Grand Tour 6 Strata CT ACD Supervisor November 2001

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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:
A

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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

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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 A

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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. Yo

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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 The Log In/Out LED flashes red, NO. 203 and the LCD prompts you for your ENTER ID CODE ...or

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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 A