TOSHIBA
Digital Solutions Division
Call Center Solutions
General Description
May 2005

Strata CIX100, CIX200, CIX670
your local telephone company to ascertain the maximum REN for your calling
area.
General End User Information
3. Network connection information USOC jack required: RJ11/14C,
RJ21/2E/2F/2G/2HX/RJ49C (see Network Requirements in this document). Items
The Strata CIX, CTX28, CiX100 or CIX670 IP/Digital Business Telephone System is
2, 3 and 4 are also indicated on the equipment label.
registered in accordance with the provisions of Part 68 of the Federal Communications
Commission's Rules and Regulations.
4. Authorized Network Parts: 02LS2/GS2, 02RV2-T/O, OL13C/B, T11/12/31/32M,
04DU9-BN/DN/1SN, 02IS5, 04DU9-BN/DN/1SN1ZN
FCC/ACTA Requirements
Means of Connection: The Federal Communications Commission (FCC) /
Radio Frequency Interference
Administrative Council Terminal Attachments (ACTA) has established rules which
Warning: This equipment generates, uses, and can radiate radio frequency energy if not
permit the Strata CIX100 or CIX670 system to be connected directly to the telephone
installed and used in accordance with the manufacturer's instruction manual, may
network. Connection points are provided by the telephone company--connections for
cause interference to radio communications. It has been tested and found to comply
this type of customer-provided equipment will not be provided on coin lines.
with the limits for a Class A computing device pursuant to Subpart J of Part 15 of FCC
Connections to party lines are subject to state tariffs.
Rules, which are designed to provide reasonable protection against such interference
when operated in a commercial environment. Operation of this equipment in a
Incidence of Harm: If the system is malfunctioning, it may also be disrupting the
residential area is likely to cause interference, in which case, the user, at his/her own
telephone network. The system should be disconnected until the problem can be
expense, will be required to take whatever measures may be required to correct the
determined and repaired. If this is not done, the telephone company may temporarily
interference.
disconnect service. If possible, they will notify you in advance, but, if advance notice is
not practical, you will be notified as soon as possible. You will be informed of your
This system is listed with Underwriters Laboratory.
right to file a complaint with the FCC.
UL Requirement: If wiring from any telephone exits the building or is
Service or Repair: For service or repair, contact your local Toshiba telecommunications
subject to lightning or other electrical surges, then secondary protection
U
distributor. To obtain the nearest Toshiba telecommunications distributor in your area,
is required. Secondary protection is also required on DID, OPS, and Tie
® L
log onto www.toshiba.com/taistsd/pages/support_dealerlocator.html or call (800) 222-
lines. (Additional information is provided in this manual.)
5805 and ask for a Toshiba Telecom Dealer.
Important Notice -- Music-On-Hold
Telephone Network Compatibility: The telephone company may make changes in its
In accordance with U.S. Copyright Law, a license may be required from
facilities, equipment, operations, and procedures. If such changes affect the
the American Society of Composers, Authors and Publishers, or other similar
compatibility or use of the Strata CIX100 or CIX670 system, the telephone company
organization, if radio or TV broadcasts are transmitted through the music-on-hold
will notify you in advance to give you an opportunity to maintain uninterrupted
feature of this telecommunication system. Toshiba America Information Systems, Inc.,
service.
hereby disclaims any liability arising out of the failure to obtain such a license.
Notification of Telephone Company: Before connecting a Strata CIX100 or CIX670
CP01, Issue 8, Part I Section 14.1
system to the telephone network, the telephone company may request the following:
Notice: The Industry Canada label identifies certified equipment. This certification
1. Your telephone number.
means that the equipment meets certain telecommunications network protective,
2. FCC & ACTA registration number:
operational and safety requirements as prescribed in the appropriate Terminal
Equipment Technical Requirements document(s). The Department does not guarantee
· Strata CIX100, CIX200 or CIX670 may be configured as a Key, Hybrid or PBX
the Equipment will operate to the user's satisfaction.
telephone system. The appropriate configuration for your system is dependent
upon your operation of the system.
Before installing this equipment, users should ensure that it is permissible to be
connected to the facilities of the local telecommunications company. The equipment
· If the operation of your system is only manual selection of outgoing lines, it may
must also be installed using an acceptable method of connection. The customer should
be registered as a Key telephone system.
be aware that compliance with the above conditions may not prevent degradation of
· If your operation requires automatic selection of outgoing lines, such as dial
service in some situations.
access, Least Cost Routing, Pooled Line Buttons, etc., the system must be
Repairs to certified equipment should be coordinated by a representative designated by
registered as a Hybrid telephone system. In addition to the above, certain
the supplier. Any repairs or alterations made by the user to this equipment, or
features (tie Lines, Off-premises Stations, etc.) may also require Hybrid
equipment malfunctions, may give the telecommunications company cause to request
telephone system registration in some areas.
the user to disconnect the equipment.
· If you are unsure of your type of operation and/or the appropriate FCC
registration number, contact your local Toshiba telecommunications distributor
Users should ensure for their own protection that the electrical ground connections of
for assistance.
the power utility, telephone lines and internal metallic water pipe system, if present, are
connected together. This precaution may be particularly important in rural areas.
· CIX Registration Numbers
PBX: CJ6PF03BDTCHS192, fully-protected PBXs
Hybrid: CJ6MF03BDTCHS192, fully-protected multifunction systems
Key: CJ6KD03BDTCHS192, fully-protected telephone key systems
CAUTION!
Users should not attempt to make such connections themselves, but
should contact the appropriate electric inspection authority, or
· CIX100 Registration Numbers
electrician, as appropriate.
PBX: CJ6MUL-35931-PF-E, fully-protected PBXs
Hybrid: CJ6MUL-35930-MF-E, fully-protected multifunction systems
Key: CJ6MUL-35929-KF-E, fully-protected telephone key systems
CP01, Issue 8, Part I Section 14.2
· CIX670 Registration Numbers
Notice: The Ringer Equivalence Number (REN) assigned to each terminal device
PBX: CJ6MUL-35934-PF-E, fully-protected PBXs
provides an indication of the maximum number of terminals allowed to be connected to
Hybrid: CJ6MUL-35933-MF-E, fully-protected multifunction systems
a telephone interface. The terminal on an interface may consist of any combination of
Key: CJ6MUL-35932-KF-E, fully-protected telephone key systems
devices subject only to the requirement that the sum of the Ringer Equivalence
· Ringer equivalence number: 0.3B. The ringer equivalence number (REN) is
Numbers of all the Devices does not exceed 5.
useful to determine the quantity of devices which you may connect to your
telephone line and still have all of those devices ring when your number is
called. In most areas, but not all, the sum of the RENs of all devices connected to
one line should not exceed five (5.0B). To be certain of the number of devices
you may connect to your line, as determined by the REN, you should contact
Publication Information
© Copyright 2005
Toshiba America Information Systems, Inc., Digital Solutions Division, reserves the
Toshiba America Information Systems, Inc.
right, without prior notice, to revise this information publication for any reason,
Digital Solutions Division
including, but not limited to, utilization of new advances in the state of technical arts or
to simply change the design of this document.
All rights reserved. No part of this manual, covered by the copyrights hereon, may be
reproduced in any form or by any means--graphic, electronic, or mechanical,
Further, Toshiba America Information Systems, Inc., Digital Solutions Division, also
including recording, taping, photocopying, or information retrieval systems--without
reserves the right, without prior notice, to make such changes in equipment design or
express written permission of the publisher of this material.
components as engineering or manufacturing methods may warrant.
Strata and SmartMedia are registered trademarks of Toshiba Corporation. Stratagy is a
CIX-GD-CCACD-VA
registered trademark of Toshiba America Information Systems, Inc.
4010473
Version A.1, May 2005
Trademarks, registered trademarks, and service marks are the property of their
respective owners.

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. ("TAIS")
Digital Solutions Division License Agreement
IMPORTANT: THIS LICENSE AGREEMENT ("AGREEMENT") IS A LEGAL AGREEMENT BETWEEN YOU ("YOU") AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY
SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, "SOFTWARE") INSTALLED ON OR SHIPPED WITH A TAIS DIGITAL SOLUTIONS PRODUCT OR OTHERWISE MADE AVAILABLE TO
YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER. IF
YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT, DO NOT INSTALL, COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU
OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES. EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS, THIS SOFTWARE IS LICENSED FOR DISTRIBUTION
THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END-USERS PURSUANT TO THIS LICENSE AGREEMENT.
1. License Grant. The Software is not sold; it is licensed upon payment of applicable charges. TAIS grants to you a personal, non-transferable and non-exclusive right to use the copy of the Software
provided under this License Agreement. You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location. Modifying, translating, renting, copying,
distributing, printing, sublicensing, transferring or assigning all or part of the Software, or any rights granted hereunder, to any other persons and removing any proprietary notices, labels or marks from the
Software is strictly prohibited except as permitted by applicable law; you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief, without notice,
against you or any other person in possession of the Software. You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the
Software to TAIS, upon demand. Furthermore, you hereby agree not to create derivative works based on the Software. TAIS reserves the right to terminate this license and to immediately repossess the
software in the event that you or any other person violates this License Agreement. Execution of the Software for any additional capabilities require a valid run-time license.
2. Intellectual Property. You acknowledge that no title to the intellectual property in the Software is transferred to you. You further acknowledge that title and full ownership rights to the Software will remain
the exclusive property of TAIS and/or its suppliers, and you will not acquire any rights to the Software, except the license expressly set forth above. You will not remove or change any proprietary notices
contained in or on the Software. The Software is protected under US patent, copyright, trade secret, and/or other proprietary laws, as well as international treaties. Any transfer, use, or copying of the
software in violation of the License Agreement constitutes copyright infringement. You are hereby on notice that any transfer, use, or copying of the Software in violation of this License Agreement constitutes
a willful infringement of copyright.
3. No Reverse Engineering. You agree that you will not attempt, and if you employ employees or engage contractors, you will use your best efforts to prevent your employees and contractors from
attempting to reverse compile, reverse engineer, modify, translate or disassemble the Software in whole or in part. Any failure to comply with the above or any other terms and conditions contained herein
will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS.
4. Limited Warranty. THE SOFTWARE IS PROVIDED "AS IS" WITHOUT WARRANTY OF ANY KIND. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TAIS AND ITS SUPPLIERS
DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE WARRANTY OF NON-INFRINGEMENT OF THIRD
PARTY RIGHTS, THE WARRANTY OF YEAR 2000 COMPLIANCE, AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THE ENTIRE RISK AS
TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU. NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET
YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR-FREE. HOWEVER, TAIS WARRANTS THAT ANY MEDIA ON WHICH THE
SOFTWARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY (90) DAYS FROM THE DATE OF DELIVERY TO
YOU.
5. Limitation Of Liability. TAIS' ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS' OPTION REPLACEMENT OF THE MEDIA OR
REFUND OF THE PRICE PAID. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL,
SPECIAL, INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY, LOSS OF BUSINESS PROFITS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION/DATA, OR ANY
OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE, EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF
SUCH DAMAGES. IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY.
6. State/Jurisdiction Laws. SOME STATES/JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST, OR
THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU. THIS LIMITED WARRANTY GIVES YOU
SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE/JURISDICTION TO STATE/JURISDICTION.
7. Export Laws. This License Agreement involves products and/or technical data that may be controlled under the United States Export Administration Regulations and may be subject to the approval of the
United States Department of Commerce prior to export. Any export, directly or indirectly, in contravention of the United States Export Administration Regulations, or any other applicable law, regulation or
order, is prohibited.
8. Governing Law. This License Agreement will be governed by the laws of the State of California, United States of America, excluding its conflict of law provisions.
9. United States Government Restricted Rights. The Software is provided with Restricted Rights. The Software and other materials provided hereunder constitute Commercial Computer Software and
Software Documentation and Technical Data related to Commercial Items. Consistent with F.A.R. 12.211 and 12.212 they are licensed to the U.S. Government under, and the U.S. Government's rights
therein are restricted pursuant to, the vendor's commercial license.
10. Severability. If any provision of this License Agreement shall be held to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions hereof shall not in any way
be affected or impaired.
11. No Waiver. No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior, concurrent or subsequent breach of the same or any other provisions hereof, and no
waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party.
12. Supplier Software. The Software may include certain software provided by TAIS suppliers. In such event, you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with
rights to enforce the Agreement with respect to supplier's software.
YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS. YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS. YOU
FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR
AGREEMENT, ORAL OR WRITTEN, OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT.
Toshiba America Information Systems, Inc.
Digital Solutions Division
5932
9740 Irvine Boulevard
Irvine, California 92618-1697
United States of America
DSD 020905

Toshiba America Information Systems, Inc.
Digital Solutions Division
Limited Warranty
Toshiba America Information Systems, Inc., ("TAIS") warrants that:
· The Call Center Solutions equipment (except for fuses, lamps, and other consumables) will, upon delivery by
TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and
workmanship for twelve (12) months after delivery.
· And that the Toshiba telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery
by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and
workmanship for twenty-four (24) months after delivery.
This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the
equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the
equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by
someone other than TAIS or an authorized TAIS dealer, (e) if the equipment's serial number is defaced or missing, or
(f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which
are not compatible or are of inferior quality, design, or performance.
The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with
respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing
parts as are causing the malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized
dealers does not replace or repair such parts, the retail customer's sole remedy will be a refund of the price charged by
TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its
authorized dealers within the warranty period and no later than thirty (30) days after such malfunction, whichever
first occurs.
Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special,
indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will
any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is
malfunctioning.
To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention
of one of TAIS' authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after
such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS
dealer within the prescribed time results in the customer being not entitled to warranty service.
THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS,
INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL
OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF
MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE
EXCLUDED.
No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such
modification or extension is effective unless it is in writing and signed by the vice president and general manager,
Digital Solutions Division.

Introduction
Note
Unless otherwise noted in this book, references to Insight apply to the Insight CIX
products. References to Strata refer to Strata CIX.
This document provides an overview of Strata CIX Call Center Solutions consisting of Automatic
Call Distribution (ACD), Management Information Systems (MIS), and related Computer
Telephony Integration (CTI) applications.
Organization
This document is divided into the following major topics:
· Chapter 1 Strata ACD provides an overview of the ACD features, including basic and
enhanced call handling features, system features and licensing.
· Chapter 2 Telephone Features covers the ACD Agent and Supervisor telephone options.
· Chapter 3 ACD System Administration covers the capabilities provided with this PC
software that interfaces with the Strata ACD system.
· Chapter 4 Insight describes the MIS features and their interactions with the Strata ACD
application and the Strata.
· Chapter 5 TASKE Reporting and Monitoring covers TASKE Contact, WallSign
Application, myTASKE, Traffic Analyzer Application, Desktop Sign, TASKE Enterprise, and
TASKE Workforce Management Interface.
· Chapter 6 Optional Application Products describes applications available for Strata to
enhance its operations.
· Chapter 7 CTI/ACD Applications describes the types of application solutions that the
Strata ACD package (which includes the OAISYS suite of products) can provide.
Strata CIX Call Center Solutions General Description 05/05
v

Introduction
Conventions
Conventions
Conventions
Description
Elaborates specific items or references other information. Within some
Note
tables, general notes apply to the entire table and numbered notes apply to
specific items.
Important!
Calls attention to important instructions or information.
Arial Bold
Represents telephone buttons.
Courier
Shows a computer keyboard entry or screen display.
shows a multiple PC keyboard or phone button entry. Entries without spaces
between them show a simultaneous entry.
+
Example: Delete+Enter.
Entries with spaces between them show a sequential entry.
Example: # + 5.
Tilde (~)
Means "through." Example: 350~640 Hz frequency range.
Grey words within the printed text denote cross-references. In the electronic
See Figure 10
version of this document (Strata CIX ACD Application Software and
Documentation Library CD-ROM or FYI Internet download), cross-
references appear in blue hypertext.
vi
Strata CIX Call Center Solutions General Description 05/05

Introduction
Related Documents/Media
Related Documents/Media
Note Some documents listed here may appear in different versions on 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.
User Guides and Manuals
Located on the Strata Call Center Solutions Application Software and Documentation Library
CD-ROM:
· Strata CIX ACD Agent/Supervisor User Guide
· Strata CIX ACD System Administrator Guide
· Strata CIX ACD Installation Guide
· Strata CIX IPT/DKT Telephone User Guide
· Strata CIX Insight CIX Installation Manual
· Strata CIX Insight CIX Supervisor Guide
· Strata CIX Insight CIX inView Quick Reference Guide
Located on the OAISYS CD-ROM:
· OAISYS Net Server Operations Manual
· OAISYS Voice Assistant Installation Guide
· OAISYS Chat, System Administrator's Guide
· OAISYS Call Router on CIX Operations Manual
· OAISYS Net Phone System Administrator's Guide
CD-ROMs
· Strata CIX Call Center Solutions Application Software and Documentation Library for
Strata ACD, Insight, OAISYS Net Server, and OAISYS Voice Assistant
· OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone
For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CIX
documentation and enables you to view, print and download current publications.
Strata CIX Call Center Solutions General Description 05/05
vii

Introduction
Related Documents/Media
viii
Strata CIX Call Center Solutions General Description 05/05

Strata ACD
1
This chapter discusses the capabilities of the Strata CIX Automatic Call Distribution (ACD)
application. It describes the ACD features and services provided by the Strata digital business
telephone system to support the various features.
The Strata ACD application gives call centers the ability to determine how calls are best
distributed to their ACD Agents. ACD call centers can be Telemarketing, Customer Service,
Technical Support, or any other group that handles large numbers of calls. With the Strata ACD
application, calls can be directed in a variety of ways to ensure that calls are handled quickly and
efficiently.
Strata ACD also interacts with Computer Telephony Integration (CTI) applications that help meet
the overall needs of a call center. These additional applications can provide "screen pops," on-line
chat between Agents and Supervisors, OAISYS Net Phone (a CTI application that enables data/
information exchange with the ACD application), OAISYS Call Router (for advanced call routing
by time-of-day, day-of-year and other types of filtering), voice recording, and more.
Toshiba provides the choice of platforms that run the Strata ACD Server application, the MIS
reporting application, and other CTI applications. Also provided is the option to run these
applications on a customer-supplied platform.
The ACD application is available with Basic and Enhanced feature functionality, along with the
number of ACD groups and active agent size increments to provide cost-effective pricing levels
according to the user's needs.
When the Strata receives an ACD call, it routes the call to a Pilot DN and the call enters the call
center queue. From the queue, the call progresses to one of these options (see the flowchart on next
page):
· Search for an Agent.
· Follow the specified call management rules.
· Follow the End of Shift operation if the shift has ended or if all Agents have logged out.
Strata CIX Call Center Solutions General Description 05/05
1

Strata ACD
Pilot Directory Number
Incoming ACD Call
Caller Leaves Callback
User Chooses to
Information which is
Call rings Pilot DN and
Call Back
Placed in the Queue.
enters Call Center Queue,
announcements/music plays
User Chooses to
Transfer to
Transfer
Voice Mailbox,
Attendant, or
other option
Call Management
Processes Call
No
Answer
End of ACD
Ring Agent's
Looks for
Shift Mode
Overflows
Telephone
Overflow
Agent in
or
Operation
to Another
Another
All Agents
Queue
Queue
Logged Off
Agent
Answers
ACD Call
Call Reroutes
Talk
Possible destinations: Ring another ACD Group, Distributed Hunt
Group, Auto Attendant, Attendant Console, designated station(s),
bell, or play an announcement and hang up.
6918
Pilot Directory Number
When the Strata receives an ACD call, it routes to a type of phantom directory number (Pilot DN).
From the Pilot DN, the ACD call enters the call center queue. When a call is directed to the ACD
Pilot DN, the ACD software takes over control of the call, instead of the Strata.
The Pilot DN can redirect calls to a voice mailbox or After Shift destination if the link to the ACD
Agents is down. The ACD System software provides a control to turn routing on or off to the After
Shift destination.
2
Strata CIX Call Center Solutions General Description 05/05

Strata ACD
Agent Search Methods
Music or Announcement Sources
Calls waiting in queue are connected to a music source port that plays music or to pre-recorded
announcements. These are defined per queue in order to provide information related to the
function of that queue. Strata CIX provides up to 15 music sources. The announcements are
provided by the ACD server. No external digital devices are required. The call control software
assigns the music source on a call-by-call basis.
Announcements
Informative announcements can be played to callers in queue at various intervals. If an Agent
becomes available during an announcement, the call can be immediately routed to an agent or can
wait until the announcement is completed. During the announcement, the call keeps its place in
queue.
Two types of announcements can be programmed to play per queue: Initial and Periodic
(repeating). For Initial announcements, if the timer is set to zero, it is always played before a call is
routed to any Agent.
Once a call has been answered and the Initial announcement has been played, the call is held in a
queue and the assigned announcement or music plays for the caller. The timing of the initial and
periodic announcements is programmable.
The announcement can be either a fixed message or an intelligent message that provides
information about the call wait time or the queue position. The announcement can also provide an
option to leave a message in voice mail.
The enhanced version of ACD provides an option for callback. While the caller goes on-hook to
wait for callback, the callback request retains its position in the queue until an agent becomes
available.
Intelligent announcements should not be used in some configurations. For example, priority
queuing, where higher priority calls push back existing calls in queue, thus changing the estimated
wait time.
Agent Search Methods
Once a call enters the ACD queue, it searches for available Agents. The search methods are:
· Linear Always starts from the top of the Agent list and finds the first available Agent.
· Round Robin Next Agent on the Agent list gets the waiting call. The next call rotates to the
next Agent, etc.
· Longest Idle The Agent who has been idle the longest receives the next call. An Agent's
"start of idle" status affects all queues that is if the Agent just completed a call in Queue #1,
that Agent is now idle for any other queue that the Agent is logged into.
· Balanced Call Count The Agent who has handled the lowest number of calls receives the
next call. When an Agent logs in, the Agent is set to zero calls if the Agent is the first to log into
the group or the Agent can be set to the lowest call count of any Agent already logged in. This
prevents Agents that logged in late from getting all of the calls.
Strata CIX Call Center Solutions General Description 05/05
3

Strata ACD
Call Handling
· Preferred Agent Based on integration with optional applications, the system can route the
call to the Agent assigned to a specific account to handle the call. If that Agent is not available,
the call routes to the next available Agent.
In the Enhanced version, the following options are also available:
·
Timer A timer per ACD queue enables a call to wait a certain number of seconds to see
if the agent becomes available prior to going into queue.
·
Auto-Learn (requires OAISYS Call Router) Sends Preferred Agent information to
OAISYS Call Router. The Call Router updates it's Preferred Agent field for that CallerID/
ANI so that the Preferred Agent is used on all future calls from that telephone number.
·
Change Preferred Agent (requires Net Phone) An agent can answer a call, change the
Preferred Agent field, and then transfer the call back to the ACD queue. The call then tries
to give the call to that preferred agent.
· Skills-Based Routing Agents can log into the queues that they have the skills to support--for
example, one queue for English-speaking clients, another for Spanish-speaking clients. An
Agent who is bilingual can log into both queues. The ACD system can work with Interactive
Voice Response (IVR) to send calls to the appropriately skilled Agents.
· Agent Priority The Agent with the highest priority setting receives the next call. If multiple
Agents have the same priority level, the Agent who was idle the longest gets the call. This
provides a method for automatically expanding the pool of Agents searched based upon call
traffic.
Call Handling
The ACD application is available in a basic and enhanced package. Enhanced ACD includes all
basic capabilities plus multiple group login, priority queuing, time-scheduled ACD queues, agent
and call priority escalation handling, balanced call count agent search, and callback.
In addition to the Agent search methods described earlier, there are a number of enhanced features
that provide greater flexibility and automatic call sorting.
Multiple Group Agent/Supervisor Login
System Availability: Enhanced Version
ACD agents or supervisors can be logged into multiple ACD groups, enabling agents to answer
calls for multiple groups. This is very useful for back up coverage between groups. It is also the
foundation for skills-based routing and agent priority routing, enabling many advanced call center
applications.
Priority Queuing
System Availability: Enhanced Version
This feature enables high priority calls to be answered sooner than low priority calls. ACD calls
can be tagged optionally with a priority number before they are placed into the ACD queue. The
priority number assigned to the call determines where the call is placed in queue. Priority values
range from 0 to 100, with 100 being the highest priority. Call priorities can be assigned through
IVR or the Call Router. Identifying the caller when the call arrives is key to setting call priorities.
This can be done using Net Phone (manually) or automatically using the Call Router or IVR.
4
Strata CIX Call Center Solutions General Description 05/05

Strata ACD
Overflow/Reroute
Priority Escalation
The escalation parameter ensures that calls in queue will advance in answer status despite an influx
of high priority calls. An escalation value can be assigned to increment the priority value to ensure
that calls with a lower initial value are eventually answered. Escalation value is programmed in
seconds.
Each queue can have a pre-set priority value. Calls without an assigned priority take on the queue
value. Calls with higher values keep the higher value.
Escalation ensures that calls are routed to available Agents based on two factors: highest priority
and oldest ringing call. Agents logged into multiple groups receive the highest priority call of all of
those groups.
Call Backs (Real Time)
System Availability: Enhanced Version
At a voice assistant announcement prompt, the caller is offered the choice to be called back when
his/her place in queue occurs. If the caller chooses the Call Back option, he/she is prompted for his
call back number and optionally to describe the reason for his call. The ACD holds his/her place in
queue, and when it's ready to be answered by an Agent, the ACD places the callback call.
If the caller does not choose the Call Back option, the call remains in the ACD queue searching for
the next available agent.
This option uses the same criteria provided for queue management, thus the option will only begin
when the queue conditions deem it necessary.
Missed Call Unavailable
System Availability: Basic or Enhanced Versions
Options are provided to make an Agent automatically unavailable or logged out if they miss an
offered ACD call. A call is considered missed if the call is not answered and advanced to the next
Agent using the "No-Answer Advance" timer.
Abandoned Calls
System Availability: Basic or Enhanced Versions
Callers who hang up without ever being answered by an Agent are considered "abandoned."
Whenever this occurs, appropriate MIS events are generated and an action can be triggered (for
example, to log the call).
Overflow/Reroute
System Availability: Basic or Enhanced Versions
The amount of time that a call stays in this queue before it is routed to the overflow destination is
programmable.
An overflow action can occur when calls remain in queue beyond an acceptable time period. The
action to be taken is programmable, but typically the call is moved to another location.
A reroute action is triggered when the queue is disabled or no Agents are logged in to take calls.
This action is also programmable, but frequently, the caller is sent to a reroute destination.
Strata CIX Call Center Solutions General Description 05/05
5

Strata ACD
System Capacities
Enhanced Queue Management
System Availability: Enhanced Version
Enhanced ACD provides programmable triggers and actions to intelligently manage calls that are
"unlikely to be answered in a timely fashion."
The following conditions may be checked for both the current and target queues against the
programmable value:
· Number of calls waiting in a queue
· Waiting calls/agent ratio
· Agent utilization
If the conditions are met for both the current and target queues, the following actions may be taken
for the call:
· Route the call to the target queue
· Available agent search is expanded to include the target group
System Capacities
The ACD software is scalable from a small system of 10 Agents and 5 Queues to 360 Agents and
180 Queues (increments in multiples of 20 and 10, respectively). However, the maximum number
of groups is affected by the maximum number of Pilot DNs available for each Strata system (see
Table 1).
Table 1
Strata CIX System ACD Capacities
CIX670
CIX670
Basic
Expanded
ACD Max. Capacities
CIX200
CIX100
Processor
Processor
BCTU
BCTU + BEXU
Number of Pilot DNs
200
100
200
256
Number of ACD Groups
180
100
180
180
Music-on-hold Sources
15
15
15
15
Voice Assistant Announcement Ports
961
721
961
961
Agents/Supervisors
360
360
360
360
Maximum Number of Extensions (PDNs)
160
72
160
560
1.Actual capacity depends on the platform and the card. MAS supports up to 32 Voice Assistant
ports for the dedicated ACD system and up to 16 for a system shared with voice mail.
6
Strata CIX Call Center Solutions General Description 05/05

Strata ACD
Feature Summary
Feature Summary
Basic and Enhanced features are shown in Table 2. (X = Feature included.)
Table 2
ACD Basic and Enhanced Model Features
Queue Management Features
Basic
Enhanced
Agent Search Methods
· Linear
X
X
· Round Robin
X
X
· Longest Idle
X
X
· Balanced Call Count
X
· Agent Priority
X
Supervisor Search Methods
· Linear
X
X
· Round Robin
X
X
Announcement Management
X
X
· Simple Announcements
X
X
· Intelligent Announcements
X
X
Overflow Timer and Destination
X
X
No Answer Agent Advance
X
X
Enhanced Queue Management
· Re-route to another queue
X
· Look-ahead agent routing
X
Call Backs (real time)
X
Queue Management of Music-on-hold (MOH),
X
X
Announcements and Timers
Primary-level Skills Routing
X
Preferred Agent
X
Queue Start/Stop Schedules
X
Call Priority and Escalation
X
Agent Features
Basic
Enhanced
Log In
Single
Multiple
Unavailable/Available
X
X
Wrap up Timer
X
X
End Wrap up Timer
X
X
Group Call Pick Up
X
X
Agent Help (Supervisor Assistance)
X
X
Work Units
X
X
Auto Answer with Zip Tone
X
X
Agent Scripting
X
X
Strata CIX Call Center Solutions General Description 05/05
7

Strata ACD
License Policy
Table 2
ACD Basic and Enhanced Model Features (continued)
Supervisor Features
Basic
Enhanced
Log In
Single
Multiple
Option to Take Calls as Agent
X
X
Agent Assistance (Agent Requests Help)
X
X
Call Monitoring -- Silent
X
X
Call Monitoring -- Participating
X
X
Queue Alarms
X
X
System Features
Basic
Enhanced
MIS Interface -- Insight (optional)
X
X
Interfaces to other Optional Modules:
X
X
· Call Router
X
X
· Voice Assistant IVR
X
X
· Ne t Phone
X
X
· Chat
X
X
License Policy
The set of features provided are controlled through the license that defines these capabilities:
· Basic or Enhanced mode of operation
· Activates Agents and Groups (depending on the license, increments in multiples of 20 Agents
and 10 Groups)
· Number of MIS Supervisors and options
Other options such as Call Router, Net Phone, etc., are available by the proper license.
System Configuration
Strata ACD has two major configuration options, one for traditional Time Division Multiplex
(TDM)-based system and the other for Voice Over IP (VoIP)-based system.
Strata ACD for TDM
The chart below shows the Strata ACD system based on the traditional TDM system.
Announcement ports are connected to the analog station ports of the switch while Strata ACD uses
the LAN for all other informational exchange between the switch and the client.
The Strata ACD Server application runs on an industrial-grade computer that serves the ACD
application, the MIS reporting application, and other CTI applications. It is important to use a high
quality, dependable PC with card slots that fit the required Intel® Dialogic® trunk cards.
ACD Release 2 is shipped with Dialogic drivers V5.1.1 which supports both ISA and PCI card slot
types. Please note that not all Dialogic PCI cards will work in all PCI motherboards because there
are two different standards for the PCI slots. The new standard uses a 3.3 volt power lead. Some
Dialogic cards use the older 5 volt power lead and do not fit in the newer PCI slots.
Toshiba provides packaged models including necessary hardware and software. Toshiba also
provides multiple server models to accommodate customer's specific needs.
8
Strata CIX Call Center Solutions General Description 05/05

Strata ACD
System Configuration
Voice Announcement
Mode
Page
Scroll
Feature
Strata ACD
Strata CIX
(SLT port)
Server
Msg
Spdial
Vol
Mic
Redial
Spkr
Cnf/Trn
Hold
CTI Link (event and control signal)
Mode
Page
Scroll
Feature
Mode
Page
Scroll
Feature
Msg
Spdial
Msg
Spdial
Vol
Vol
Mic
Redial
Mic
Redial
Spkr
Cnf/Trn
Hold
Spkr
Cnf/Trn
Hold
7860
Strata ACD for VoIP
Strata ACD application can run on the Media Application Server (MAS) that runs multiple VoIP
applications. The chart below shows the Strata ACD system based on the state of the art VoIP
technology. Announcement ports use VoIP technology to connect to the Strata CIX system.
MAS uses an industry standard rackmount server where ACD and MIS applications are
preinstalled. To activate applications, necessary licenses must be purchased and applied.
Strata ACD for MAS provides the customer with the easier installation, configuration, and
maintenance.
Media Application Server
Voice
Feature
ACD
MIS
eManager
Mail
Flex App
Intel HMP
Mode
Page
Scroll
Feature
Windows XP Pro
Strata CIX
Msg
Spdial
Vol
Mic
Redial
Spkr
Cnf/Trn
Hold
Voice (VoIP)
Mode
Page
Scroll
Feature
Mode
Page
Scroll
Feature
Signal (Voice Mail / Feature Flex / CTI / SNMP)
Msg
Spdial
Msg
Spdial
Vol
Vol
Mic
Redial
Mic
Redial
Spkr
Cnf/Trn
Hold
Spkr
Cnf/Trn
Hold
7864
PBX Services
ACD and MIS are provided by CTI applications running on an external ACD server module
connected to Strata via the Computer Supported Telephone Applications (CSTA) Open
Architecture Interface (OAI) port. The CTI server runs both the ACD call processing application
and the separate MIS application, such as Insight, as well as other CTI applications.
Strata provides a number of services to support ACD beyond the CSTA link. These services allow
features and functions to occur in an orderly manner within the PBX. All calls are handled by the
PBX at the instruction of the external software. See Chapter 7 CTI / ACD Applications for more
information.
Strata CIX Call Center Solutions General Description 05/05
9

Strata ACD
System Configuration
Network Configuration
There are two ways to configure the ACD system with the Strata.
Single NIC Configuration
The first is with a single Network Interface Card (NIC), where the Strata and all the users are
connected directly to the customer's Local Area Network (LAN) and must be coordinated with the
rules for that LAN (see illustration below).
ACD for MAS
ACD Server
Strata CIX
Switch
NIC
Hub
LAN
Office PCs
eManager/
WinAdmin
- Net Phone
- Chat
- Insight Supervisor
- Insight inView
- Other Office Apps
Stratagy ES
Strata CIX
Attendant
Consoles
7861
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Strata CIX Call Center Solutions General Description 05/05

Strata ACD
System Configuration
Dual NIC Configuration
The second method, dual NIC configuration, enables you to separate the office PCs from the core
telephone system. This separates traffic for both the telephone equipment and the customer's other
uses for an in-house LAN (see illustration below).
ACD for MAS
ACD Server
Strata CIX
Switch
NIC
NIC
Hub
LAN
LAN
Office PCs
eManager/
WinAdmin
- Net Phone
- Chat
- Insight Supervisor
- Insight inView
- Other Office Apps
Stratagy ES
Strata CIX
Attendant
Consoles
7862
Strata CIX Call Center Solutions General Description 05/05
11

Strata ACD
System Configuration
12
Strata CIX Call Center Solutions General Description 05/05

Telephone Features
2
This chapter covers the telephone features for ACD Agents and Supervisors.
ACD Agents can use a Toshiba Strata 3000- or 2000-series digital telephone to log into an ACD
Group, provided that the telephone has a unique, single-appearing extension. Toshiba recommends
using a Strata 3000-series Liquid Crystal Display (LCD) telephone for all Agents requiring display
functions. The Strata 3000-series LCD digital telephone has improved data handling capabilities
for instantaneous display updates. If the Strata 2000-series LCD digital telephone is used, the
display will go blank for one to several seconds during ACD information updates.
Tones are provided for most features to indicate "entry accepted," "entry rejected," etc., for those
Agents and Supervisors who do not have an LCD telephone.
A DKT3000-series model telephone with typical ACD feature buttons is shown below.
LCD shows Queue
QUEUE SALES
Sales group
status.
A 5/6 CW 2 04:00
5 of 6 Agents are
Mode
Page
Scroll
Feature
logged in.
Calls Waiting = 2 in
queue.
Longest call is 4
minutes.
Start/End
Shift
Monitor
Supervisor
Call
buttons
(shown in grey)
Avail/
Join
Unavail
Log In/Out
Work Unit
ACD Help
ACD PU
ACD
Msg
Spdial
Display
ACD Call
buttons
Vol
Status
Mic
Redial
End
207-1
Wrap Up
Spkr
Cnf/Trn
Hold
6076
ACD
Extension
buttons
Number
Strata CIX Call Center Solutions General Description 05/05
13

Telephone Features
Agent Telephone Features
Agent Telephone Features
The following features are available from the Strata DKT3000 or 2000-series telephone or from
the OAISYS Net Phone, an on-screen PC telephone.
Log In/Log Out
After a valid Agent ID, password (optional), and queue number is entered, the telephone becomes
available for receiving ACD calls and the ACD feature codes are activated. The extension that is
used to log into an ACD Group becomes the telephone's ACD Call button.
After logging out, the ACD features are deactivated on the telephone and the telephone is logged
out of the ACD Group. Non-ACD calls are not registered as PBX calls for MIS reporting purposes.
After all Agents have logged out, new ACD calls are redirected to the reroute destination. Calls
currently in queue go to the overflow destination.
Agents are identified by name and an Agent ID code. A pass code can be assigned to each Agent
for log in purposes. Agents log in or out using a DKT telephone or Net Phone. Each Agent is
assigned a priority to allow calls to be routed to an available Agent with the highest priority for the
enhanced version.
The Agent may have the following states:
· Logged Out Not logged into the queue.
· Available Logged in and available to handle the next call.
· Unavailable Logged in, but not available to handle calls.
· Wrap Up Work Not open to ACD calls, completing paperwork or other post ACD-call
information before handling the next call. Also known as "After Call Work."
· PBX Call Logged in, but busy on the ACD Call button with a non-ACD Call.
Available/Unavailable
This feature enables temporary unavailability for ACD calls without logging out. Unavailable
status can be used for lunch and coffee breaks, or extended times away from the telephone during
the shift.
While in the Unavailable status, calls are not delivered to that Agent. Agents can change their
status by pressing the Avail/Unavail button.
An option is provided within each group to automatically place an Agent in the Unavailable status
if the Agent does not answer an ACD call within the Ring Timing Interval. This avoids delivering
calls to an Agent that does not answer calls because he/she failed to change status.
Calls stack up in queue if all Agents are Unavailable. An alarm can be set to trigger when too
many calls are in queue. New calls go to the reroute destination only if all Agents log out. Calls in
queue follow the overflow destination.
When using Net Phone to place an Agent in an Unavailable status, there are 10 codes that can be
used to identify the reason for the unavailability. These codes are reported in the MIS reports and
appear on the monitor screen.
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Strata CIX Call Center Solutions General Description 05/05

Telephone Features
Agent Telephone Features
Wrap Up Time
This mode (also known as "After Call Work" mode) is a pre-defined mode with a time limit that
enables an Agent to process information related to the last ACD call without interruption. When
the wrap up time limit expires, ACD calls are routed to the Agent. The Agent can also have an
End Wrap Up telephone button. When the Agent presses End Wrap Up, wrap up time ends in
one second. An Agent can make/receive PBX calls during the wrap up time period.
Work Unit
This feature enters an Account Code. The code is sent to the MIS reporting system for inclusion in
its reports.
ACD Help
Agents using digital telephones may have an ACD Help button on their telephone as a hot-line to
the Supervisor for assistance. Pressing this feature button, alerts the ACD software to find the
Supervisor, if logged in, and create a call to that location placing the current call on hold. Once the
call is completed, the user may use PBX features to conference the caller into the call as a three-
way call or hang up and return to the original caller.
Multiple Supervisors are allowed for each queue, so the ACD system can be set to use either a
linear or round-robin method to find an available Supervisor.
ACD Call Pickup
This feature provides an easy method for an Agent to quickly pick up a ringing ACD call on
another Agent's telephone. By pressing the ACD PU button, the Agent redirects the longest
ringing call within the Agent's group(s) to his/her telephone.
This feature follows these guidelines for picking up ACD calls:
·
Both stations must be in the same ACD Group.
·
The incoming call must be an ACD call for that group.
·
Your ACD Call button must be idle.
·
You must be in an available state.
Auto Answer with Zip Tone
This option determines whether ACD auto-answers a call and then sends an audible tone to the
connection. This feature is enabled on an Agent-by-Agent basis.
Strata CIX Call Center Solutions General Description 05/05
15

Telephone Features
Supervisor Telephone Features
Supervisor Telephone Features
ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with an LCD.
The LCD provides important information about the ACD Group or an individual Agent's
activities.
The ACD Group Supervisor's log in enables access to features that are exclusive to Supervisors.
Each Supervisor is identified by an ID code and a name. Each Supervisor can have a unique log in
code. Supervisors can log in or out using a digital telephone or Net Phone.
·
Start/End Shift is used to start or end an ACD shift. End Shift prevents calls from entering
the ACD queue.
·
Another ACD button is Monitor Call, which enables Supervisors to monitor Agent's
conversations on ACD calls. Supervisors can also participate in the call by pressing Join Call.
·
Both Agents and Supervisors can display the queue status, but Supervisors can display the call
status of individual Agents.
·
Agents can call the ACD Group Supervisor for help with an ACD call. The Supervisor can talk
to the Agent with the ACD call on hold, or talk exclusively to the caller while the Agent drops
out, or participate in a three-way conversation with the Agent and the ACD caller. When an
Agent presses ACD Help, the call is routed to an available Supervisor using linear or round
robin search. If the Supervisor is busy on the ACD Call button, the call is delivered to that
button with the camp-on option, not overridden.
·
Supervisors can opt to log in as an Agent in order to alleviate heavy call loads. They receive
calls only when no agent is available for the next call.
Log In/Log Out
The log in/log out procedure for the Supervisor is the same as for an Agent with one additional
input. The Supervisor is asked to indicate if he/she wants to receive calls as an Agent. If yes, then
the Supervisor is an Agent of last resort for that group.
In the Basic models, a Supervisor may only log into one group. In the Enhanced models, a
Supervisor may log into multiple groups at the same time.
Agent Assistance
Agents can call the ACD Group Supervisor(s) for assistance by pressing ACD Help on their
telephones. ACD Help rings the Supervisor telephone if the Supervisor's ACD Call button is
available. This feature enables the Agent to:
·
Talk to a Supervisor with the ACD call on hold
·
Talk to an ACD caller with the Supervisor dropping out of the call by hanging up
·
Participate in a three-way conversation with the Supervisor and the ACD caller
16
Strata CIX Call Center Solutions General Description 05/05

Telephone Features
Supervisor Telephone Features
Call Monitoring/Join Call
Call Monitoring or Join Call enables the Supervisor to monitor conversations between an ACD
Agent and caller. When the Supervisor presses Monitor Call, a one-way, listen-only path is
established for the Supervisor. The monitoring feature does not apply to non-ACD calls. The
Supervisor may participate in the conversation by pressing Join Call. This provides a three-way
conference with the Agent and the caller.
Only one Supervisor can monitor an Agent at a time and that Agent must be a member of the
group the Supervisor logged into. Monitoring continues until it is cancelled or the Agent logs out.
The point of entry may be done with or without a warning tone to the existing parties of the call.
Important!
This feature is only intended for ACD Supervisors, so the Supervisor log in ID code
should be kept confidential to prevent unauthorized use of this and other Supervisor
features.
Notes
·
Monitor only works when your telephone is idle.
·
This feature is limited by the availability of conference channels. If there are no conference
channels available, a reorder tone is heard.
ACD Call Pickup
This feature works the same way as it does for Agents (see page 15).
Queue Alarm Indication
Alarms may be created for indicating conditions within the queue that may need the attention of
Agents and Supervisors. These indications can be made through ringing DKT telephones and
through the LCD, or via pagers, or PC displays. LCD telephones provide the CLR (Clear) Soft Key
to turn Alarms off.
Start/End Shifts
An ACD Group Supervisor can have a Start/End Shift button on the telephone to start or end
the shift for an ACD Group. When this button is used to enable or disable the queue, the ACD
queue starts or stops receiving new calls. Calls already in queue remain there until handled by the
remaining Agents.
This capability can be used at the end of the work day or shift, or used during the normal shift to
deflect calls during meetings when calls need to be handled in an After Shift manner.
There are two ways to start and end shifts: one way is from the telephone using the Start/End
Shift button, the second is by using the administrative software, ACD System Administrator.
From the ACD System Administrator, there are three different modes for enabling the queue:
Always Enabled, Disabled or Scheduled. A scheduled Start/End Shift can be temporarily disabled.
Strata CIX Call Center Solutions General Description 05/05
17

Telephone Features
Supervisor Telephone Features
18
Strata CIX Call Center Solutions General Description 05/05

ACD System Administration
3
The Strata ACD System Administrator application enables Administrators to assign and organize
Agents and Supervisors into ACD groups, as well as provide capabilities and actions needed for
the call center.
ACD Administrators can easily change assignments for the categories represented by tabs (shown
below).
Assignment Tabs
ACD Groups
ACD Groups
Administrators can easily create or edit ACD Groups by selecting File > Create ACD Groups or by
double-clicking on an existing group. This is described further in the following section, "Edit ACD
Group Window."
Edit ACD Group Window
This window (shown right) enables the
Administrator to assign the following:
General Tab
· Enable/Disable or schedule the queue
(scheduling requires the Enhanced
package)
Call Management Tab
· Time initial and periodic
announcements
· Set overflow call time
· Reroute calls when disabled
· Reroute calls based on trigger actions
(available in Enhanced package only)
6656
Strata CIX Call Center Solutions General Description 05/05
19

ACD System Administration
ACD Groups
Agent and/or Supervisor Tab
· Set the Agent or Supervisor hunt method:
·
Basic ACD: linear, round robin or longest idle
·
Enhanced ACD: linear, round robin, longest idle, balanced call, and agent priority
Note Used only when more than one agent logs into the same group.
· Add or delete Agents to the group
· Timers:
·
No-Answer Advance Set the time before a call advances to next Agent, if not answered.
·
Wrap-Up Set length of Wrap Up time, no answer advance.
Agent Tab Only
· Log out an Agent that doesn't answer within the Ring-No Answer time
· Make an Agent Unavailable if the agent doesn't answer within the Ring-No Answer time
· Allow the last agent to log out or go Unavailable only if there are no calls in queue
Alarms Tab
Alarms can be generated when certain conditions occur in the queue. These alarms can be
delivered to the Agents and Supervisor(s) for that group, or delivered to other devices to alert a
condition has occurred that needs attention.
Set the types of conditions that trigger alarms, and specifying actions made by the system (default
or custom actions can be selected). The following alarms are preprogrammed into the system:
· Agent Utilization, Busy Ratio/percentage.
· Active Agents + Supers, Available Agents + Supers/number of agents.
· Call Abandoned
· Calls Waiting/number of calls.
· Longest Call Waiting/number of seconds.
Miscellaneous Tab
· Route calls to the Preferred Agent set in this screen. Choices are: Never, Always, If preferred
agent is missing on entry. Also sets a preferred-agent timeout in seconds.
· Define initial priority level and set an escalation value to increment the call to the next priority
value.
· Set the Music-on-hold (MOH) source to be used by the ACD group when calls are placed back
into the queue.
· Attach a "scripting" reference (URL) to the call so that when a call arrives on an agent's
telephone, the agent sees the "scripting" information to lead the agent through specific
statements and questions.
· Set calculated wait time based on number of seconds entered in this screen (available in
Enhanced package only).
20
Strata CIX Call Center Solutions General Description 05/05

ACD System Administration
Agents and Supervisors
Agents and Supervisors
The Agents and Supervisors tabs from the top level (shown on page 19) enables setting the
following:
· Add or delete Agents or Supervisors to the group
· Assign Agents or Supervisor IDs and priorities
Actions
From the Actions tab, users can view or change actions.
· Add, edit or delete actions. Although a number of predefined actions are provided with the
software, new actions can be defined. New or existing Voice Assistant scripts and parameters
can be used with the actions.
· Actions are programmable and used for many different purposes like: Announcement,
Abandoned Calls, Overflow, Alarms, Notifications, etc.). Actions can encompass a number of
types such as the following:
·
Transfer Call to VA/Announcement
·
Run VA Script
·
Transfer Call
·
Send Dynamic Data Exchange (DDE) Message
·
L

og to File
·
Send LCD Message
·
Send Email
·
Announce with Callback (Enhanced version)
·
Interflow (Enhanced version)
·
Share Agents (Enhanced version)
Unavailable Reasons
The DKT telephone has two fixed unavailable codes--Forced and General Unavailable. Forced is
used when Strata ACD forces an agent unavailable due to a call not being answered in the
allocated time frame. General is used when the manual button on the phone is used.
The 10 additional codes (Unavailable, On Break, Away from Desk, Wrapping Up, Making Calls,
Sales Demo, In a Meeting, In Conference, Scheduling, Conference Call) are not available from the
telephone, but can be entered using Net Phone. By clicking Change, these reasons can be changed
to meet the customer's needs by replacing the text with your own customized text.
Miscellaneous
From the Miscellaneous tab, users can view or change the following:
· Trunk Access Code used to dial out (e.g., 8 or 9) when callbacks are used.
· Pilot DN defines the Pilot DN where the ACD calls for the group will be delivered.
· Route Destination Pilot DN destination for the routing point of an Intermediate Pilot DN.
Strata CIX Call Center Solutions General Description 05/05
21

ACD System Administration
Miscellaneous
22
Strata CIX Call Center Solutions General Description 05/05

Insight
4
The Insight family of products are call center management software solutions that can be
configured for businesses served by the Strata Business Telephone Systems and the ACD
application. Insight may be purchased in many configurations to provide management solutions to
both small, informal call centers requiring basic, single supervisor packages to large call centers
requiring sophisticated, networked solutions. Each model is easily upgraded by entering new
license codes which feature additional capabilities.
The management package is available in two versions: Insight and Insight Plus. Both systems are
full-featured management tools for call center supervisors providing user-defined real time
displays and historical reports. Both can support the inView LAN wallboard as an option as well
as external, LED-based readerboards from Spectrum Corporation.
· Insight is designed for simple single Supervisor applications offering four types of real time
windows, four real time window templates, and 15 varieties of reports which cover up to a
year's worth of data. Wallboards are supported as previously noted.
· Insight Plus is an enhanced, networked solution supporting up to 100 supervisor positions. It
provides more extensive display and reporting capabilities, including graphical information,
forecasting, and data exporting.
Insight Plus provides four types of real time windows, and an unlimited number of real time
templates, 35 kinds of reports which cover up to a year's worth of data.
Note The upgrade from Insight to Insight Plus only upgrades the initial single Supervisor
position. If additional Supervisor positions are required these should be purchased
separately.
Configurations
The configurations start with a single Supervisory position. System option modules can be added,
including:
· External, wall mounted electronic reader boards for displaying information to a group.
· inView LAN-based PC displays that provide information to Agents or Supervisory personnel.
(See "inView Features" on page 33 for graphics of the displays.)
· Fully featured additional Supervisor positions that can be used to create and manage displays
and reports for other departments across the LAN/WAN can be added to Insight Plus.
Typically, the server component (Gateway) is installed on the same PC as the ACD server and
each Supervisory or inView Client is loaded on a Supervisor's or Agent's PC across the LAN/
WAN.
Strata CIX Call Center Solutions General Description 05/05
23

Insight
Configurations
Single Supervisor Configurations
A single Supervisor configuration can be implemented using all Insight models. The software is
installed as a Server. In this option, the client applications can run on the same PC as the server or
across the LAN/WAN. All data is collected and reported from this single position. As with all
Insight configurations, external electronic reader boards, such as a Spectrum Wallboard, can be
added using an additional COM Port. An example of a single Supervisor configuration is shown
below.
CALLS WAITING: 18 LCW: 15:10
Strata CIX
MAS on
ACD Server
Serial Port
7865
Connection
MIS
Supervisor
Single Supervisor with inView Wallboard Clients
All Insight versions can be upgraded to support inView LAN wallboard clients. This is achieved
by adding a new license code and installing client software in the relevant locations. The inView
clients are licensed in a concurrent user mode so the software can be deployed in many locations
and the number of users who can log on at any one time is controlled by the license.
The Insight controls a list of possible users which can be larger than the number of concurrent
licenses. These clients can be started at any time and reflect the current status and statistics
maintained by the MIS Server. An example of a single Supervisor with inView displays is shown
below.
Strata CIX
MAS
(with eManager)
LAN Connection
7866
MIS
inView Client
inView Client
Supervisor
24
Strata CIX Call Center Solutions General Description 05/05

Insight
Configurations
Multiple Supervisors Configurations
Multiple Supervisor configurations are supported using the Insight Plus version.
In this scenario Insight Plus sub-supervisors as they are called, are installed on each client PC. The
LAN is used to distribute event messages and to maintain configuration.
The Insight Gateway keeps an accurate database of events that individual MIS Supervisors can
draw from to prepare reports. An example of a multiple MIS Client configuration is shown below.
Strata CIX
MAS
(with eManager)
CALLS WAITING: 18 LCW: 15:10
7867
Serial Port
Connection
MIS Main
MIS
MIS
Supervisor Sub-supervisor Sub-supervisor
Multiple Supervisors with inView LAN Displays
The combinations of the previous configurations can be extended to include both MIS Supervisors
and inView displays at the same time. This combination provides the best of both applications.
Call center Supervisors can control the reports and Agents in that particular group while still
providing key information to Agents or other management personnel using inView Client.
An example of multiple Supervisors with inView LAN displays is shown below.
Strata CIX
MAS
(with eManager)
LAN Connection
7956
MIS Main
MIS
MIS
Supervisor
Sub-supervisor
Sub-supervisor
inView Client
inView Client
Strata CIX Call Center Solutions General Description 05/05
25

Insight
System Functionality
Client PC Requirements
Applies to OAISYS Net Phone or Chat, Insight Supervisor or InView.
· Windows® XP Professional, ME, 2000, 98, or Windows NT® 4.0 PC workstation
· One NIC running TCP/IP
· One Pentium® PC minimum 200 MHz
System Functionality
The ACD MIS software is designed with a high degree of flexibility to suit the needs of a wide
range of call centers. The sophistication of the product can be hidden until the call center manager
is ready to use the enhanced capabilities of the MIS. To provide even more flexibility, there are
several variants of the ACD MIS software, with a simple upgrade path between them:
· The entry-level product is called "Insight."
· The enhanced product is known as "Insight Plus." Order Insight upgrade.
· Additional Supervisor can be added on Insight Plus only.
General Features
The following lists features which are provided by Insight and Insight Plus.
License Options
There are options available with respect to sizing, wallboards and Supervisor positions. These
options are controlled by the software protection (license key) system and the user license.
Sizing
Both products may operate up to 1,000 named Agents, with 1,000 extensions and 280 lines (actual
size may be limited by Strata system). Up to 500 groups and 100 supergroups are supported.
Multiple Supervisors
Additional Supervisor positions are available with Insight Plus. The number of subsequent
Supervisor positions available is limited to 100 positions total.
Remote Access
Remote access is supported by Insight. To use this feature an additional remote access package,
pcANYWHERE®, is required by the user and the Toshiba support service center.
Password Protection
Password protection of the configuration is standard.
Help File
There is a comprehensive context-sensitive help file with both products, which provides users with
immediate on-line assistance on operation and programming. This is accessed using the F1 key.
Alarms
Alarms are available to enable the Supervisor continue with their daily activities knowing they can
rely on the MIS to tell them when there is a problem. Audible and visual alarms may be
programmed at the individual device or group level. These alarms can be extended to the
wallboard and visual only alarms to inView.
26
Strata CIX Call Center Solutions General Description 05/05

Insight
General Features
Flexible Reporting
Reports can be compiled using statistics relating to any shift pattern, as defined by the call center
manager. When compiling a report, the user defines the time period over which the report is
compiled. This period can be defined to the nearest minute and is not limited to any time
boundaries. For example, a report can be set to cover only information relating to the call center's
night shift from the period of 11:04 p.m. on May 21, 2002 to 3:43 a.m. on June 3, 2002.
The resolution of event reports is to the second. For profile reports the user may set the resolution
to any integral value of minutes, hours, days or weeks.
Automatic Reporting
The Automatic Reporting feature in Insight enables reports to be generated at user defined times.
Different report templates can be set up to be generated at different time intervals and there is a
choice of outputs, i.e., the reports could be sent to a printer, saved to disk, or exported. The
reporting client must be operational for this option to be used.
Automated Reporting Output Options
· Print After a report is generated, it is automatically printed from the Insight default printer.
· Close on Completion After a report is generated or any output options that were selected
have been completed, the report is removed from the Insight Reporter screen.
· Save to file (Insight Plus only) The generated report is saved to the file name specified. Every
time this option is run, the previous file is overwritten.
· Export to file (Insight Plus only) Similar to "Save to file," this option creates a text file that
can be opened in another application, such as a spreadsheet package. Every time this option is
run, the previous file is overwritten.
· Basic Scheduling Basic allows you to select hourly, daily or weekly and allows you to
choose the time that the selected reports get generated.
· Advanced Scheduling Advanced options include more control over the frequency, starting
date, starting time and control over the period of the report.
Retrospective Analysis
Reports can be compiled even after software upgrades (including upgrades from Insight to Insight
Plus) using data collected from the original installation date of the MIS. If a new report type is
added to Insight, it can be used to analyze all previously collected MIS data.
Strata CIX Call Center Solutions General Description 05/05
27

Insight
Insight Features
Insight Features
The entry level ACD MIS is known as Insight. In addition to the previously described general
features Insight also has the following features:
· Four different types of real time windows
· Four real time templates created using any number of windows
· 15 types of reports that cover a maximum period of one year
· Wallboards
· inView LAN-based displays
Real Time Displays
The following real time
windows are available:
· Forty different
parameters can be
shown using the Large
Character windows.
· Four different types of
status displays:
·
Agents
·
Lines
·
Extensions
·
Queues
· Four different types of
statistics displays:
·
Agent Groups
7957
·
DID Groups
·
Extension Groups
·
Line Groups
These displays may be configured to report on individual devices, device groups or on a
supergroup (groups of groups). The only limit to the number that can be displayed at any one time
is the size of the screen and the size of each window. Four real time templates may be created and
saved at any time. An example of Real Time Displays is shown above.
28
Strata CIX Call Center Solutions General Description 05/05

Insight
Insight Plus Features
Insight Plus Features
The enhanced ACD MIS product is the Insight Plus. As well as the general features described
previously, Insight Plus supports the following:
· Any number of real time templates
· Thirty-five types of reports that cover a maximum period of one year
· Ability to export reports in comma delimited format to spreadsheet packages like Excel or
Lotus® 1-2-3®, where information can be displayed in graphical format.
· Sub-supervisors support
Insight Plus Real Time Displays
The following real time windows are available:
· Over 700 different parameters can be shown using the Large Character windows.
· Four different types of status
displays:
·
Agents
·
Lines
·
Extensions
·
Queues
· Ten types of statistics displays:
·
Agents
·
Agent Groups
·
Lines
·
Line Groups
·
Extensions
·
Extension Groups
·
Queues
7958
·
Queue Supervisors
·
DIDs
·
DID Groups
· Two different types of graphical displays:
·
Wait Time
·
Calls Waiting
These displays may be configured to report on individual devices, device groups or on a
supergroup (groups of groups). The only limit to the number that can be shown at one time is the
size of the screen and the size of each window. An unlimited number of real time templates may be
created and saved at any time. An example of Real Time Displays with graphs is shown above.
A floating "favorites" toolbar can be used to display most-frequently used templates as tabs for
easy selection.
Strata CIX Call Center Solutions General Description 05/05
29

Insight
Strata Reports
Strata Reports
Reports can be viewed on screen and printed, but may not be saved. The maximum period of an
individual report is one year. To view data over a period of two years, it is necessary to compile
two consecutive reports (each covering one year). Reports can be compiled using data collected
from the time the product was first installed. A sample Agent Report is shown below.
7959
A sample Agent Group Statistics Report is shown below.
24 Hour
Page 4 of 15
TSD Irvine
START: Wednesday
10/28/02 00:00
on
STOP:
Wednesday
10/28/02 23:59
Technical Support
11/02/02
Agent Group Traffic for Tech Support
Part 1 of 1
Agent Group
IVR Q
KS (Q)
VM (Q)
Calls answered
79
75
57
Calls intercom
0
0
0
Calls outgoing
0
11
7
Average answered call time
01:02
13:31
15:30
Average wrapup time
00:01
02:29
02:27
Average intercom call time
00:00
00:00
00:00
Average outgoing call time
00:00
10:09
08:07
Longest answered call time
01:49
49:22
01:05:01
Longest wrapup time
00:03
03:16
03:15
Longest intercom call time
00:00
00:00
00:00
Longest outgoing call time
00:00
56:05
21:27
Minimum agents logged on
0
0
0
Maximum agents logged on
2
4
4
Number of short calls
0
0
0
Number of long calls
0
0
0
G.O.S.(%)
100.0
100.0
100.0
4058
30
Strata CIX Call Center Solutions General Description 05/05

Insight
Strata Reports
Types of Reports
This section defines the types of reports available for the user. The terms used on the reports are
explained in the next section.
Note Table 3 lists all of the report types. A 4 in the column designates whether the report is
available using the Insight and/or Insight Plus software.
Table 3
Available Reports
Insight
Report Type
Available for
Insight
Description
Plus
Agents
4
Provides a step-by-step account of what is
Event
Extensions
4
occurring on a particular device. Each event
shown per line with important information.
Line Groups
4
Agents
4
4
Traffic Reports are designed to give an
Extensions
4
overview of activity and performance of all
Traffic
Queue
4
4
members of a group. Each device is shown per
line with call statistics presented in columnar
DID
4
format.
Lines
4
Agent Groups
4
4
Group Traffic Reports are designed to give an
DID Groups
4
4
overview and comparison of activity and
Group
performance against certain parameters. Each
Extension Groups
4
Traffic
line reports call statistics and performance.
Queue Group
4
4
Each group of the super group are displayed in
a side-by-side columnar format.
Line Groups
4
4
Super Group Traffic Reports are designed to
give an overview and comparison of activity
Super
and performance against certain parameters.
Group
Queue Group
4
4
Each line reports call statistics and
Traffic
performance. Each group of the super group is
displayed in a side-by-side columnar format.
Agents
4
Shows activity of particular device for selected
Traffic
DID
4
performance parameters. Each line reports a
Profile
time period with call statistics for a particular
Queue
4
4
device reported in a columnar format.
Extensions
4
Agent Groups
4
DID Groups
4
4
Shows peak and quiet times for a particular
Group
group. Each line reports call statistics for a
Traffic
Extension Groups
4
particular group reported over a profile time
Profile
Queue Group
4
4
period.
Line Groups
4
4
Agents
4
4
Utilization Reports can be used to see how the
resources in a particular group are being used.
Each line reports a particular device with
Utilization
statistics displayed as the percentage of time
Extensions
4
involved in a given activity in a columnar
format.
Strata CIX Call Center Solutions General Description 05/05
31

Insight
Strata Reports
Table 3
Available Reports (continued)
Insight
Report Type
Available for
Insight
Description
Plus
Agents
4
4
Utilization Profile reports show the peaks and
valleys of a selected device over the selected
Utilization
time periods. Each line reports a time period
Profile
Extensions
4
with statistics displayed as a percentage of
time in a given activity in a columnar format.
Agent Super Groups
4
Contention Reports are used to show the
amount of time (%) a line or agent is free over
Extension Super
Contention
4
the reporting period. Each line shows a
Groups
number of idle devices and each group in a
Line Super Groups
4
columnar format.
Agent Super Groups
4
Contention Profiles provide a view when
Contention
Extension Super
devices are busiest over the period defined.
4
Profile
Groups
Each line shows a number of idle devices and
time profiles in a columnar format.
Line Super Groups
DID Super Groups
4
4
Wait Time Distribution Reports are used to
Wait Time
profile the times into a chart. Each line reports
DID Groups
4
4
Distribution
a time period for the groups shown in a
Line Super Groups
4
4
columnar format.
Agent Super Groups
4
Wait Time Distribution Reports are used to
Wrap-up
profile the times into a chart. Each line reports
Time
a time period for the groups shown in a
Distribution
Agent Groups
4
columnar format.
Agent Groups
4
DID Groups
4
Extension Groups
4
Wait Time Distribution Reports are used to
Call Time
Line Groups
4
profile the times into a chart. Each line reports
Distribution
a time period for the groups shown in a
Agent Super Groups
4
columnar format.
DID Super Groups
4
Ext. Super Groups
4
Line Super Groups
4
Account Code Reports present information
Account
relating the purpose of the call as defined by
Acct Code Groups
4
4
Code
the user. Each line reports the statistics for an
account code number.
Agent Groups
4
The report shows the original data for the
Forecast
period and modified data combined with the
Line Groups
4
effects of the modifications.
Forecast
Agent Groups
4
The profile report shows the effect of data
Profile
modification over selected time periods.
Line Groups
4
32
Strata CIX Call Center Solutions General Description 05/05

Insight
inView Features
inView Features
Examples of the two different types of views are shown below:
Wallboard
Wallboard View which displays statistics in a large character format (shown below).
3931
The user can configure inView to provide key performance information selecting up to 8 large
character windows from the list available options. These are the same windows available in the
Insight or Insight Plus supervisor, real time client.
Status View
Status view shows the status of individual Agents with either long or short names (see below). The
status is presented using a colored background to represent each Agent's status.
3854
3858
Messaging to and from inView clients is supported subject to access rights controlled in the
configurator at the supervisor client.
Strata CIX Call Center Solutions General Description 05/05
33

Insight
Spectrum Electronic Wall Boards
Spectrum Electronic Wall Boards
Electronic Wall Boards are supported by Insight and Insight Plus. Up to six wallboards may be
connected to each Supervisor's PC to display call center status data. This provides visibility of
important call center event information to both Supervisors and Agents. The Supervisor can also
send custom, user-defined text information to the electronic Wall Board which can be used for
general information or motivational messages.
One Insight client can support up to 6 addressable wallboards which can be configured
independently of each other to provide information relevant to any particular group of lines or
agents.
Wallboard drivers supplied are compatible with the Shorekarn Messagemaker and a range of
Spectrum Inc. wallboards, including:
· Shorekarn Messagemaker 2 x 16
· Spectrum 1512C 1 x 15
· Spectrum 1023C 1 x 20
· Spectrum 3214C 2 x 20
Multiple Wall Boards
Multiple Wall Boards can be connected to the Insight application PC. Wallboard templates (shown
below) can be created and added to a schedule (shown below) which can provide key performance
information to single or multiple groups of agents.
Wallboard Template
Wallboard Schedule
34
Strata CIX Call Center Solutions General Description 05/05

TASKE Reporting and Monitoring
5
TASKE Contact
TASKE Contact provides a suite of easy-to-use management tools that enable a contact center
supervisor to manage their agents, set and meet service levels and provide vital management
information on call activity. TASKE Contact is a robust management application that's easy to use
and includes ACD Monitor with Replay feature, Reports, WallSign, myTASKE and Traffic
Analyzer. TASKE Contact has several add-on modules to further enhance the application and
includes Contact Desktop Sign, TASKE Enterprise Client and TASKE Work Force Management
Interface.
ACD Monitor with Replay Application
For a quick and comprehensive overview of contact center activity, the ACD Monitor (shown
below) provides real-time and historical information on overall company performance, agent or
group activity and queue status. The monitor also tracks a variety of important contact center
indicators, including agents available, longest call waiting, calls answered and average talk time.
Taske Replay plays back historical agent or queue activity with up-to-the-second accuracy in the
same format as the real-time ACD Monitor. Replay's trigger feature makes it easy to pinpoint the
source of inefficiencies in contact center performance by automatically halting playback at pre-
selected thresholds. For example, the progressive display can be set to stop at the first abandoned
call of the day to verify queue volume and agent actions at that time. For greater convenience, the
playback speed is fully adjustable, with the ability to stop, rewind or fast-forward with the click of
a mouse.
7346
Strata CIX Call Center Solutions General Description 05/05
35

TASKE Reporting and Monitoring
TASKE Contact
Reports Application
Through simple, intuitive menus, managers can generate more than 150 standard reports on call
details, abandoned calls, individual agent activity, agent groups, extensions, trunks, queue groups,
activity codes and more. With straightforward report templates that can be saved and conveniently
used again, managers can quickly compile detailed call activity data.
TASKE Reports (shown below) cover daily, weekly, monthly and yearly timeframes, and reports
can be customized to highlight key information. Automatic report printing can be scheduled for
any time of the day, or exported to spreadsheet, database or text files, even HTML for the World
Wide Web. With an Internet connection and Web browser, users can view reports posted on the
company intranet or Internet site while on the road.
7347
WallSign Application
TASKE WallSign is a visual interface that simplifies configuring and managing reader board
messages. WallSign not only provides the capabilities of user-defined messaging generally
expected for reader-board software but also provides messages based on the contact center
conditions, the time of day, the day of week and user-defined special days to one or more
Spectrum® reader boards.
myTASKE
myTASKE (shown on next page) provides enhanced capabilities to manage your contact center
from any computer with web access. It is designed to deliver the same feature-rich capabilities as
TASKE Contact, plus some additional functionality enabled through the use of browser-based
technologies.
Key Features
· Monitor your contact center from any computer in the world with Internet access
· Configure your own portal by choosing the information you want displayed
· Ensure security during web access with a protective "Sign In" feature
· Simplify management by accessing information from a single browser session
· Be O/S independent and have a client supported on most Java-enabled browsers
36
Strata CIX Call Center Solutions General Description 05/05

TASKE Reporting and Monitoring
TASKE Contact
7348
Traffic Analyzer Application
Sophisticated yet easy-to-use forecasting and traffic analysis utilities help you accurately plan
resource requirements and estimate call patterns. Based on historical contact center data, TASKE
Contact can estimate the number of trunks and agents required to maintain service levels, project
call demand by hour or half-hour for each day of the year and track seasonal contact center
variations by week or month. Once the contact center's service level is established, TASKE
Traffic Analyzer can help avoid costly staffing mistakes by precisely calculating the number of
agents required to meet future service levels.
Desktop Sign (Optional Agent Desktop Application)
With Agent Desktop, agents can view and react to current contact center conditions in situations
where wall-mounted reader boards are impractical. Agent Desktop displays user-specified, real-
time contact center data on an agent's computer monitor.
TASKE Enterprise (Option)
TASKE Enterprise, an add-on module to TASKE Contact, provides managers with the
convenience of viewing business data from multiple telephone system locations in real-time using
a single network connection. With Enterprise, managers don't have to connect to each separate
server in order to view reports and monitor statistics with a familiar user interface.
TASKE Workforce Management Interface (Option)
The TASKE Workforce Management option provides integration to popular workforce
management systems including Blue Pumpkin, IEX, and Left Bank. The option provides
automatic historical data imports, and with some systems real-time agent adherence.
Strata CIX Call Center Solutions General Description 05/05
37

TASKE Reporting and Monitoring
TASKE Contact
38
Strata CIX Call Center Solutions General Description 05/05

Optional Application Products
6
Toshiba Strata ACD system has optional products from various vendors to enhance its capabilities
and to meet customers' needs. These products are integrated with the Strata ACD system to
provide customers with contact center and other CTI solutions.
OAISYS Call Router
The Right Person At The Right Time
In today's interactive business environment, getting your callers to the appropriate person or group
quickly is extremely important. Routing calls based on the identity of the caller improves service
and focuses business efforts. The Call Router is an intelligent call routing system that uses caller
information and schedules to automatically route calls to a particular person, call group or
automated application. Whether your business has dedicated territories, a customer service or
technical support group, help desks or functional departments, routing calls makes good business
sense. As a business grows, it takes more than an experienced receptionist to handle the increasing
call volume and number of employees. With Call Router you can provide your top customers with
priority service while directing non-paying callers to your collections department.
Intelligent Routing
Call Router utilizes Caller ID or database information to identify each call and quickly route it to
the person or group best suited to service it. Callers can also be prompted to input identifying
information, such as an account, serial or phone number to assist in routing the call. The caller's
information is entered into the Call Router database, which stores the information for each caller.
The database is capable of storing more than 1,500,000 entries, easily managing virtually any
routing application. Call Router can be used with Net Phone for screen pop applications by
attaching the collected information and database information into Net Phone's Call Notes so
anyone who handles the call can see the customer-related information.
24/7
Most businesses do not operate around the clock and have customers who cannot contact them
during normal business hours. The Call Router gets after-hours, weekend and holiday calls to the
appropriate destination, forwards calls to an on-call person and transfers calls to alternate phone
numbers. The Auto Learn feature allows the Call Router to recognize multiple telephone numbers
from the same company and changes the Caller ID information to the main company number or an
account number in the Call Router database. Call Router also changes or adds additional
information about the incoming caller. A name can be associated with Caller ID information for
easy identification by the answering party. Call Router prompts the incoming caller or Net Phone
users for additional information and presents that new information each time a call is received
from the original telephone number.
Strata CIX Call Center Solutions General Description 05/05
39

Optional Application Products
OAISYS Voice Assistant IVR with ODBC Access
OAISYS Call Router (shown in diagram below) ensures your customers reach the correct destination in a
timely and efficient method.
Technical Support
Server
Incoming Call
Cal Router
After-hours voice
mail box
Automated
Application
Database
James ext. 1841
Graphic
Call Router routes incoming calls to the best destination
using caller information or date/time schedules.
Call Router routes incoming calls to the best destination using caller information or date/time
schedules.
OAISYS Voice Assistant IVR with ODBC Access
Virtual Employee
Voice Assistant is a flexible Interactive Voice Response (IVR) system that acts as a virtual
employee. It can, by automatically collecting data from callers, provide information back to them,
or route the caller to another location, if needed. By combining a "voice" with your company's
customer database, Voice Assistant becomes an integral employee, providing customized service
all day, every day, to your callers. Voice Assistant goes far beyond the capabilities of voice mail to
deliver high-level voice processing applications.
Actions Speak Louder than Words
Voice Assistant is the engine behind all voice processing capabilities in the Computer Telephony
Solutions suite. Working in conjunction with other modules, Voice Assistant provides even more
capabilities to each application, such as making announcements to callers, prompting callers for
information, validating customer information, and playing a menu of options. For example, Voice
Assistant enhances other applications, such as Call Router and Net Phone, by routing calls and
performing screen pops based on information collected from each caller. The available IVR
Option connects Voice Assistant with most industry-standard ODBC-compliant databases,
enabling applications to provide customers with automated information including order entry, job
status, site locations and customer surveys.
Voice Assistant's Text-to-Speech (TTS) engine "speaks" the database information to the caller
with its TTS capabilities instead of using recorded prompts. This is beneficial for applications with
extensive information, such as requesting addresses or product information. The integrated design
of the suite allows all the applications to work together, reducing the amount of hardware and
software required for managing multiple voice processing functions.
Voice Assistant saves company resources and time by automating routine telephone processes,
including collecting customer information and providing callers with routine and relevant
information.
40
Strata CIX Call Center Solutions General Description 05/05

Optional Application Products
OAISYS Net Phone
Description:
Voice Assistant "speaks"
Voice Assistant requests &
Caller enters identifying data
information back to caller using
retrieves customer information
through keypad.
recorded prompts or TTS
from company database.
engine.
The IVR Option for Voice Assistant that provides real-time access to a company's Open Database
Connectivity (ODBC) compliant database. With the IVR option, Voice Assistant can allow callers
to access pertinent information such as account status and schedules.
OAISYS Net Phone
Centralized Communication Tool
Look at any desktop in a call center or progressive company and you're guaranteed to find a
computer and a telephone. These critical communication tools are used constantly; yet they are
seldom integrated. Instead, users become the "technology-integrator," going back and forth for
information and communication while reducing the level of customer service provided to callers.
Net Phone leverages the power of the computer and telephone to bring one superior tool to the
desktop. Net Phone manages incoming and outgoing call functions and synchronizes with a
company's operations, CRM or contact software. The versatility of Net Phone allows you to
control calls, capture important customer data and provide customers with superior service.
Advanced Call Management
Net Phone provides users with telephone features and call-handling functions directly from the
computer. Dialing, answering, transferring, placing a call on hold and ending calls are all
executable from the compact or expanded Net Phone view. Intelligent call keys display the Caller
ID and status of each call, allowing users to efficiently manage multiple calls. Net Phone also
allows you to dial a phone number from any program including contact, CRM, word processing,
spreadsheet and presentation applications. The Call Notes feature allows users to attach important
customer information to a call, which then follows the caller if they are transferred to another
department or extension. This eliminates the need to ask a caller for the same information multiple
times. Call notes can also display information collected from the IVR system.
Strata CIX Call Center Solutions General Description 05/05
41

Optional Application Products
OAISYS Net Phone
Screen Pops
Net Phone integrates with many of the leading contact manager and CRM programs with its
flexible, multi-protocol software interface. When a phone call comes in, Net Phone triggers the
software's database and automatically launches (pops-up) the caller's corresponding contact
information.
Among the applications with which Net Phone integrates for screen pops are shown below:
Note Custom integrations are also available. Please check the OAISYS website for the latest
information.
· Microsoft® Outlook®
· ACT!®
· Tigerpaw Business Suite
· FrontRangeTM Goldmine ®
· Lotus® Organizer
· SalesLogix® for Sales
· Epicor's Clientele
· Onyx Customer Center
· TeleMagic®
· Microsoft Access®
· Maximizer
· FrontRange HEAT®
· Salesforce.com®
· Microsoft Internet Explorer
· UptrendsTM
· Netscape® Navigator
· Ericom® PowerTerm
· Microsoft CRM (requires Call Router and IVR Option)
· Remedy®
Personal Call Handler
The Personal Call Handler saves time by automatically performing routine call-handling events.
Using a combination of triggering events, conditions and actions, Net Phone addresses each call or
function based on the user or supervisor preferences. Net Phone can announce VIP calls with a
particular tone from the PC, forward incoming calls from a specific number directly to voice mail,
launch e-mail or contact programs, and log into an ACD group on start up.
Chat
Chat is an instant messaging tool that can be purchased as a standalone product or as a standard
feature of Net Phone. Chat is a great tool for getting a message to someone when they are busy on
the phone or to get information in a less intrusive manner than calling the person.
Programmable Keys
Net Phone has many different User Programmable keys on the main screen and Side Window.
These keys can be easily configured by the user as "DSS" keys, "Feature" keys, "Speed Dial"
keys, "User Action" keys, "ACD" keys, etc. This provides the user with one-touch access to
features, applications, files, phone numbers, employees and more.
To change any of these keys simply right-click the mouse over the keys and use the Setup keys
window to configure the settings for the keys.
Note To swap the configuration of two programmable keys, you can simply drag-and-drop one to
the other. To do this, hold the Ctrl key down while using the left mouse button to drag a key
to another location. Some key types will not swap with other keys. Extra Buttons will swap
with Extra Buttons, but not with Main Screen buttons, etc.
42
Strata CIX Call Center Solutions General Description 05/05

Optional Application Products
OAISYS Net Phone
Call History
Net Phone automatically creates a log of calls dialed and received on the local telephone
extension. The Call History can be searched for specific calls by date, telephone number, name or
account code. Calls can be automatically dialed by double clicking the call in the Call History
window. The entire Call History or a search result can easily be printed or exported to a file.
Directory
The Net Phone provides a powerful set of directory features that allow you to look up and dial
PBX extensions with a click of your mouse. The directory is automatically generated by the
system so it is always up to date with every extension. It can easily be searched by name, and
printed or exported
Hot Key Dialing
The "Dial Hot key" allows you to dial a number from any application. For example, you may have
a phone number in a Microsoft Word® document that you want to dial. You simply highlight the
number in the Word document and press a hot key combination. The hot key combination dials the
number in Net Phone.
Note The Hot Key combination is F11 by default, however, this can be changed to meet your
individual needs.
Applications:
· Call Centers
· Telephone Power Users
· Receptionists
· Sales Representatives
· Help Desks
System Requirements:
· Connectivity to a TCP/IP network
· IBM compatible PC
· Windows 98/Windows NT/Windows 2000/ Windows XP/ Windows Terminal Services or
Citrix
· Minimum Pentium/66 MHz
· 10Mb free disk space
Strata CIX Call Center Solutions General Description 05/05
43

Optional Application Products
OAISYS Tracer
OAISYS Tracer
Calls Recording and Monitoring
Tracer is a CTI enabled digital call recording/logging system that records, stores, organizes and
plays back telephone calls to avoid the disputed communications that can result in huge business
liabilities. Tracer can also help improve the quality of your business operations including training,
quality control and customer service.
Tracer taps directly to analog and digital (T1 and PRI) telephone lines and eliminates the need for
converters, channel banks or patches. Calls are recorded from start to finish, and Tracer
automatically inserts bookmarks in every recording whenever calls are transferred or put on hold.
When used together with Net Phone, users can have a recording status indicator and the ability to
start and stop recordings or insert bookmarks at important points in a call.
Tracer Replay is included with Tracer and used to retrieve and play back recordings. Replay
streams the audio from wherever the recoding is stored and allows searching by any collected
information criteria.
.
Cradle to Grave Recording
Captures every moment of the call, even while the caller is on
hold.
Look-Back Recording
Records an entire conversation, even if the recording was initiated
after the call began.
Actions can be taken after a call ends, including sending an e-mail
After-Call Actions
or instant text message, or launching another program to take
some action.
Selective Recording
Records specific or random extensions, groups of extensions, or
every extension.
Call Monitoring
Authorized users can monitor calls as they're happening, whether
those calls are being recorded or not.
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Strata CIX Call Center Solutions General Description 05/05

Optional Application Products
Advanced Recording Technology
Advanced Recording Technology
Digital tap Technology
Tracer attaches or taps directly to analog and digital (T-1 & PRI) telephone lines and eliminates
the need for converters, channel banks or "patches," thereby reducing the overall implementation
costs.
"Cradle to Grave" Recording
With Tracer, calls are recorded from start to finish, or "cradle to grave," which means you can
listen to what callers said, even when they were on hold or leaving voice mail.
CTI Enabled
Tracer integrates directly with the Strata telephone system, so specific calls can be recorded, or not
recorded, based on who is calling and whom they are calling.
Bookmarks
Tracer automatically inserts "bookmarks" in every recording whenever calls are transferred or put
on hold. With bookmarks, finding particular calls or specific parts of calls is easy and significantly
decreases the amount of time needed to retrieve and play back the recordings.
Desktop Control
With the optional Net Phone, users can have a recording status indicator and the ability to start and
stop recordings or insert bookmarks at important points in a call.
Look Back Recording
With Tracer's "Look Back Recording" feature, once the recording button is pressed, a complete
recording of the entire conversation is saved, even the part before the recording was initiated. This
is particularly helpful if your company does not normally record all calls.
E-Mail Notification
With Tracer's E-mail feature, you can automatically e-mail a recording copy to a particular person
or group based on recording triggers.
Call Monitoring
Tracer provides authorized users the ability to view real-time call activity and listen to calls via
their PC as they happen. The configurable monitoring can be limited to just calls over certain trunk
groups, by DID/DNIS numbers, with certain ANI or to specified extensions.
Users can listen to calls even when they are not being recorded, and recordings can be user
initiated. Call monitoring can be paused and restarted in mid-stream. Users can request an e-mail
of the call recording, which is sent as soon as the call terminates.
Strata CIX Call Center Solutions General Description 05/05
45

Optional Application Products
Advanced Recording Technology
Configuration Information
To meet whatever size and operational characteristics users need, Tracer has three basic models,
Standard, Advanced and Advanced Plus. The Advanced and Advanced Plus models can also be
configured with a RAID1 option for storage. A series of hardware cards is offered to match needs
for the types of trunks to be connected to Tracer.
Tower chassis, Celeron-based system
· 80GB hard drive/256MB memory
· CD-ROM RW drive for archive storage
Standard
· 4 PCI slots (Recommend 48 ports maximum)
· Supports up to 10 Replay clients (5 recommended due to MSDE throttling
throughput above 5 clients)
Rack Mounting, Pentium 4 based system
· 80 and 120GB hard drives/512 MB memory
· DVD RW drive for archive storage
Advanced
· 4 PCI slots supporting up to 96 digital ports or 64 analog ports
· Supports up to 10 Replay clients (5 recommended due to MSDE throttling
throughput above 5 clients)
Rack Mounting, Pentium 4 based system with Dual Power Supplies
· 120 and 200GB hard drives/1GB memory
· DVD RW drive for archive storage
Advanced Plus
· 4 PCI slots supporting up to 192 digital ports or 64 analog ports
· Includes Windows 2000 and SQL Server with 5 access licenses
· Supports unlimited Replay clients (requires MS access licenses)
· Optional RAID1 controller and duplicate 80/120 GB hard drive
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Strata CIX Call Center Solutions General Description 05/05

CTI / ACD Applications
7
Strata ACD together with optional OAISYS products provide a series of applications for meeting a
customer's CTI and call center needs. This chapter provides application examples to assist in
identifying a customer's needs. Each application example provides a description of the
application, how the call flow works and a set of components needed to provide the solution.
Remember, these are just examples to assist in putting together solutions for making your CTI or
call center application function. You may need to apply several of these examples to build the
application your customer desires.
CTI Applications
The OAISYS suite of modules may be used with or without the Strata ACD module. The two most
common applications are providing screen-pops for Strata users and using the Chat application for
a silent, text-based messaging system.
Screen Pop Applications
Screen-pops provide information about the caller before an Agent answers the call. This enables
call screening and provides more personalized service for callers.
This system OAI application is very cost effective when only 7~10 desktops need this capability as
compared to the Desktop OAI link. In addition, an Installation Wizard makes connections with
popular applications quite simple and the Net Phone (PC telephone) interface offers many more
choices for personalizing and screening calls.
Chat
This is a instant text messaging system that enables Agents to get quick answers while talking on
the telephone. It also enables Agents to send messages to someone who is using the telephone.
Chat can be applied throughout the organization, thus the communication is only limited by those
who have the service and currently make themselves available.
This application requires the OAISYS Net Server and an OAISYS Chat module on the user's
desktop PC.
Strata CIX Call Center Solutions General Description 05/05
47

CTI / ACD Applications
Basic ACD Applications
Basic ACD Applications
Typical ACD Queuing
Call centers are designed to handle the largest volume of calls using the fewest number of Agents,
thus calls are expected to wait in queue for an available Agent. Music or intelligent
announcements can be played to inform the caller of the status of the call. Announcements include
an "Initial Announcement" and a "Periodic Announcement."
Agents log into a queue to receive calls. Reroute and overflow destination routing is offered to
handle calls during alternate time periods or certain conditions.
Basic ACD call queuing provides a method to distribute calls to a group of Agents that have
registered their availability. One of the most common distribution methods is called "Most Idle
Agent." This method finds the Agent who has been idle the longest to handle the next call. Other
methods include "round-robin search," which finds the next Agent by rotating the call in a circular
fashion or "linear search," which always starts with the same person and progresses down a list of
available Agents.
Example
The figure below shows three different groups for this organization, Inside Sales, Customer
Service, and Technical Support. Each group has its own set of Agents and a Supervisor for
handling calls.
· Calls arrive into the queue based upon Strata programming. CO lines or DNIS numbers may
route calls directly to the Pilot DN for the group or calls may be transferred into the queue via
an operator or auto-attendant operation.
· Each group has its own "Initial" and "Periodic" announcements and music while waiting for an
available Agent.
· Each group may choose the call distribution method from "Most Idle," "Round Robin," or
"Linear."
· The overflow destination and a reroute destination for the calls are programmed for each group.
This overflow could be to another group, any other destination within the system including a
Voice Mailbox or even an off-premises number.
Customer Service
Inside Sales
Technical Support
6264
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Strata CIX Call Center Solutions General Description 05/05

CTI / ACD Applications
Call Routing Based on Geographic Territory
Call Routing Based on Geographic Territory
A very common application need is call routing based upon the territory of the originating call.
This enables Agents to consistently handle customers from a specific territory and possibly to
adjust work schedules for different time zones.
Routing calls based on the geographic territory requires identifying the location of the originating
call. A customer could assign different numbers for each territory, thus using either DNIS or CO
line routing to send the calls to the appropriate group. But many customers would like to use a
common pool of lines and a single phone number to reach their business.
Example
In this example, Caller ID is used to route the calls (see figure below). The customer needs an 800
number since Caller ID blocking does not affect 800 calls as it does general numbers. This ensures
a greater chance of getting the identification from the public network to enable routing without the
need to query the caller.
This application requires the optional Call Router module to create a database of known telephone
numbers. This database has time of day scheduling to allow for different routing based upon time,
day of the week, etc.
New Calls
Call Router (database)
Territory A
Territory B
Territory C
6265
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49

CTI / ACD Applications
Call Center with Screen Pops
Call Center with Screen Pops
Call center Agents that have PCs with the OAISYS Net Phone application can view pop-up
screens that contain information about the caller. Net Phone can work with a variety of popular
applications, such as Contact Managers, databases developed as part of the business operation,
Customer Relationship Management (CRM) applications, Help Desk applications, etc.
The Net Phone Installation Wizard makes it easy to integrate with outside applications. Once the
Net Phone software is loaded, information about the call is collected by the OAISYS Net Server.
Example
Sometimes the information needed, such as the customer's account number, cannot be delivered
by Strata, thus the IVR can be used to query the caller for the information (see figure below). The
collected information is delivered to the Net Phone. As calls arrive on an Agent's telephone, the
information about the caller is passed via the LAN to Net Phone running on each Agent's desktop
PC to create the screen pop.
New Calls
New Calls
New Calls
Net
Call Info
Call Info
Call Info
Server
Net
Net
Net
Net
Net
Net
Phone
Phone
Phone
Phone
Phone
Phone
Net
Net
Phone
Phone
6266
Net Phone offers a number of
enabling methods for linking the
standard database applications. A
sample Net Phone screen is
shown right.
6153
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CTI / ACD Applications
Account Number Routing
Account Number Routing
Some businesses prefer to assign Agents to handle selected groups of accounts. In this type of
application, the callers are assigned account numbers which are used to determine where the call
should be routed.
Since the public network does not provide account numbers, the ACD application must be set up
to query a caller for an account number and then route the call to the Agent who is best suited to
handle this account.
Example
This application could be accomplished a couple of different ways, but in this example, the
OAISYS Call Router is used to build a database of account numbers and to determine the routing
action where the call is to be handled (see figure below).
The Call Router uses a predefined script and the Voice Assistant to answer the call. The Voice
Assistant requests the caller to enter an account number. This number is then passed to the Call
Router which then does a "lookup" and issues a command to move the call to the appropriate call
center group for that account.
New Calls
Call Router
Voice
Group A
Group B
Group C
Assistant
6267
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51

CTI / ACD Applications
Enhanced ACD Applications
Enhanced ACD Applications
Group Overflow with Look-back Routing
Many call centers need the ability to overflow calls to another group, expanding the pool of
available Agents for handling a call in a timely manner. "Look-back" is the term commonly used
to describe the ability to overflow to another group while continuing to look in the original group
for an available Agent.
Some applications need groups to overflow to each other with this capability. This is often used
where an equivalent group is capable of handling the call, but the groups are assigned a smaller
area of expertise. With Strata ACD, a different technique is employed to simulate the "Look-back"
function.
Example
Typically all Agents need to be treated with the same priority for handling calls. A group should be
created for each of the original groups, as well as an overflow call group (see figure below). If the
call is not handled by the original group, then the call is re-directed to the overflow group per the
overflow criteria. Each of the Agents log into a primary group and also log into the overflow
group. Thus, in the following example, the number of Agents in the overflow group is the sum of
all Agents in each of the primary groups.
New Calls
New Calls
Primary Group A
Primary Group B
(Queue Priority = 20)
(Queue Priority = 5)
A
B
Overflow
Group
Agents from Groups A & B
also log into Overflow Group.
If Queue Priority is used:
6268
Calls in the Overflow group will
keep their original priority.
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CTI / ACD Applications
Agent Priority Routing
Agent Priority Routing
When traffic is heavy, the Agent pool can be expanded based upon Agent priority levels. When all
Agents are busy at one level, calls are automatically distributed to Agents at the next level.
Example
One solution is to assign a high priority level to the primary answering Agents, and a lower
priority level to other Agents (see figure below). Then, select Agent Priority as the routing method.
Calls are delivered to Agents with the highest priority first using the longest idle method.
If all Agents of that level are busy or unavailable, the ACD searches for the next highest Agent
priority level. This provides the ability to keep expanding the Agent pool based upon traffic
conditions.
New Calls
Level 1 Agents
Level 2 Agents
Level 3 Agents
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53

CTI / ACD Applications
Preferred Agent Priority
Preferred Agent Priority
This capability can be very useful for applications where Agents are assigned specific accounts
or cases and the caller knows this information. Typically, an IVR script is needed to collect the
information about the preferred Agent. This could be as simple as using a database lookup
based on an account or case number.
A Preferred Agent Priority allows a selected Agent to be the preference. If that Agent is busy or
unavailable to take the call, the call enters the queue and is handled by the next available Agent
(see figure below).
Example
One example is a technical support line where on the original call the caller is given a call back
number to use if any additional problems are encountered. If that caller needs to call back, the
caller enters the number and the database lookup rings the same Agent that previously talked to
that caller. If that Agent is not available, the call enters the queue. This provides priority
treatment with a preference to connect the caller with someone who is familiar with the
problem.
New Calls
Voice Assistant (IVR)
6270
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Strata CIX Call Center Solutions General Description 05/05

CTI / ACD Applications
Priority Call Handling
Priority Call Handling
This feature enables some calls to receive priority handling in a seamless manner. It requires
identifying the caller prior to placing the call into queue. Typically this is done using an IVR
prompting script, or Caller ID, or by giving specific telephone numbers to certain callers.
Caller ID is not always reliable since callers do not always call from the same telephone. The
exclusive telephone number technique can lose effectiveness if people other than the intended user
obtain the number.
One solution is to use the Call Router and Voice Assistant (IVR) to identify the caller. All calls are
directed to the Pilot DN for the Call Router. The Call Router requests the Voice Assistant play an
IVR script and direct the call to it. The Voice Assistant returns the account number entered, which
is used by the Call Router to send the call to the appropriate queue. It then passes the initial priority
value for that caller to Strata ACD, thus placing the call in the queue at a designated point rather
than at the end of the queue.
Example Priority of Call Type
This method uses multiple ACD queues and routes the calls to the appropriate queue using direct
ringing or DNIS routing (see the figure below).
Setting a different initial priority value to each queue and a common escalation value ensures that
no caller is left in queue indefinitely. Callers to Priority A are treated with more favor than callers
to Priority B. Likewise, callers to Priority B are treated more favorably than callers to Priority C.
In this example, Agents need to log into Priority queues A, B, and C. Calls with the highest queue
priority are delivered first.
New Calls
An Attendant can sort calls or
different phone numbers can be used for each group.
Priority A
Priority B
Priority C
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CTI / ACD Applications
Priority Call Handling
Example Tiered Routing with Call Identity
The second method for providing a Tiered or Queue Priority uses the Call Router or the Voice
Assistant to identify callers and assign a call priority (see figure below).
Once the caller is identified, the call is placed into one queue and a parameter is passed to Strata
ACD to indicate the initial priority value for each call when it arrives. Thus calls begin in the
queue at a designated point. Agents only need to log into one queue. The next available Agent
receives the call with the highest priority value.
Note Net Phone can be used at the call's original answering point and buttons can be defined to
transfer calls into a queue with specified initial priority values. This is a convenient way to
place emergency calls into queue ahead of other callers.
New Calls
Call Router or Voice Assistant
Identifies the caller and assigns a call priority
Low Priority
Medium Priority
High Priority
6272
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CTI / ACD Applications
Basic Skills-based Routing
Basic Skills-based Routing
Strata ACD provides a skills-based routing capability using multiple queues. Typically, the skills
assessment is done by IVR posing a few simple questions.
Example
In this example, a script in the Voice Assistant (IVR) asks the caller for an English, Spanish or
French speaking Agent.
The IVR routes the call into the appropriate queue for the skill selected (languages or Skills A, B
or C, shown in the figure below). Agents log into the queues they have the skills to support. Agents
are able to see the call type that is ringing in order to answer with the appropriate language.
New Calls
Voice Assistant (IVR)
Skill A
Skill B
Skill C
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57

CTI / ACD Applications
Using Customer's Database
Using Customer's Database
Many businesses have developed their own customer databases that can be used to identify the
caller for better call handling.
Example
The Voice Assistant IVR can query the caller for information, such as the caller's zip code. The
information is sent to the Database Assistant that communicates with the customer database via an
ODBC link. Specific information from the customer database can be relayed back to the Voice
Assistant IVR so that the call can be routed to the appropriate group (see figure below).
The customer database information should be carefully checked to make sure there are no
duplicate records and that the data entries are correct. For instance, telephone numbers should be
in the appropriate fields and the entry format must be consistent so that Caller ID lookup works
smoothly.
New Calls
Voice Assistant (IVR)
Database
Assistant
Group A
Group B
Group C
ODBC
Link
Database
6274
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Strata CIX Call Center Solutions General Description 05/05

Index
A
ACD Call, 14, 16
abandoned calls, 5
ACD Help, 15, 16
account code, 15
ACD PU, 15
account number routing, 53
Avail/Unavail, 14
ACD
End Wrap Up, 15
groups, 6, 19
Join Call, 16, 17
queuing, 50
Monitor Call, 16, 17
system administration, 19
Start/End Shift, 16, 17
ACD Call button, 14, 16
ACD Help button, 15, 16
C
ACD PU button, 15
call
actions, 21
center, 52
after call work time, 15
handling, 4
agent, 21
monitoring, 17
assistance, 16
pickup, 15 , 17
basic/enhanced features, 7
priority, 5, 57
capacities, 6
routing, 51
priority routing, 55
call backs, 5
search methods, 3, 4
call pickup, 15
telephone features, 14
call router, vii, 8, 53, 57, 58
alarms, 17, 20, 28
capacities, 6
CLR (clear) soft key, 17
chat, vii
announcements, 3 , 6
CIX100 and CIX670 capacities, 6
applications
client, 28
account number routing, 53
CLR (clear) soft key, 17
agent priority routing, 55
configuration, 10 , 23, 28
basic ACD, 50
configurations
call center with screen pops, 52
multiple supervisors, 26
call routing based on geographics territory, 51
multiple supervisors with inView, 27
CTI, 49
single supervisor, 24
customer's database, 60
single supervisor with inView, 25
enhanced ACD, 54
CSTA, 9
preferred agent priority, 56
CTI/ACD applications, 49
priority call handling, 57
customer's database, 60
auto answer with zip tone, 15
Avail/Unavail button, 14
D
available, 14
database application, 60
DKT3000-series model, 13
B
balanced call count search, 3
E
basic features, 7
edit ACD group window, 19, 49
buttons
electronic wallboards, 36
Strata CIX Call Center Solutions General Description 05/05
61

Index
F ~ S
End Wrap Up button, 15
monitoring, 17
enhanced
multiple group agent login, 4
ACD applications, 54
multiple wall boards, 36
features, 4, 7
music
queue management, 6
ports, 6
escalation, 5
sources, 3
F
N
feature summary, 7
Net Phone, vii, 8, 52
Net Server, vii
G
network configuration, 10
groups, 19
number of ACD groups, 6
H
O
help, 15 , 16, 28
OAISYS, 49
call router, 1, 41 , 53
I
IVR with ODBC access, 42
Insight CIX, 23
net phone, 1, 43
alarms, 28
net server, 49
configurations, 23 , 24, 26
tracer, 46
features, 30
open architecture interface (OAI), 9
help file, 28
overflow, 5, 54
password protection, 28
real time displays, 30
P
remote access, 28
password protection, 28
reports, 29
PBX services, 9
retrospective analysis, 29
PDNs, 6
system functionality, 28
pilot directory number, 2, 6
wallboards, 36
ports, 6
Insight CIX Plus, 23, 31
preferred agent
multiple supervisors, 28
priority, 56
Interactive Voice Response (IVR), 52, 56 , 57, 59,
search, 4
60
priority
inView
agent routing, 55
status view, 35
call handling, 57
wallboard, 35
escalation, 5
inView LAN displays, 25, 27
queuing, 4
J
Q
Join Call button, 16 , 17
queue, 50
alarm indication, 17
L
management, 7
licenses, 8, 28
priority, 4
linear search, 3
log in/log out
R
agent, 14
real time displays, 30, 31
supervisor, 16
remote access, 28
longest idle search, 3
reports, 29
look-back routing, 54
round robin search, 3
routing methods, 3, 59
M
miscellaneous tab, 21
S
Monitor Call button, 16, 17
screen pop applications, 49
62
Strata CIX Call Center Solutions General Description 05/05

Index
T ~ W
server, 28
sizing, 28
skills-based routing, 4 , 59
Start/End Shift button, 16, 17
supervisor, 21
capacities, 6
telephone features, 8, 16
system
administration, 19
capacities, 6
features, 8
functionality, 28
license options, 28
sizing, 28
system configuration, 8
T
TASKE
ACD monitor, 37
contact, 37
desktop sign, 39
enterprise, 39
myTASKE, 38
reporting, monitoring, 37
reports, 38
traffic analyzer application, 39
wallsign application, 38
workforce management interface, 39
tiered routing, 58
timers, 20
tracer (see OAISYS)
U
unavailable, 14
reasons, 21
V
Voice Assistant, vii, 6
W
wallboard, 35
wallboards, 36
work unit, 15
wrap up, 15
Strata CIX Call Center Solutions General Description 05/05

63

Document Outline