Telecommunication Systems Division
Digital Business Telephone Systems
ACD Supervisor Guide
March 1999

Publication Information
© Copyright 1999
Toshiba America Information Systems, Inc.
Toshiba America Information Systems, Inc., Telecommunication
Telecommunication Systems Division
Systems Division, reserves the right, without prior notice, to
revise this information publication for any reason, including, but
All rights reserved. No part of this manual, covered by the
not limited to, utilization of new advances in the state of
copyrights hereon, may be reproduced in any form or by any
technical arts or to simply change the design of this document.
means--graphic, electronic, or mechanical, including recording,
taping, photocopying, or information retrieval systems--without
Further, Toshiba America Information Systems, Inc.,
express written permission of the publisher of this material.
Telecommunication Systems Division, also reserves the right,
without prior notice, to make such changes in equipment design
Strata is a registered trademark of Toshiba Corporation.
or components as engineering or manufacturing methods may
Trademarks, registered trademarks, and service marks are the
warrant.
property of their respective owners.
DKA-UG-ACDSP-VB
4016159
Version B, March 1999 (Format Change)
Version A, April 1998

Introduction
This guide is designed to provide instructions for the ACD Supervisor regarding the
use of Automatic Call Distribution (ACD) on Toshiba's Strata DK system. It provides
step-by-step instructions on how to use the ACD Supervisor features. This guide does
not provide instructions for the ACD Agent features. See the Strata DK ACD Agent
Guide for information about those telephone procedures.
Organization
This user guide is divided as follows:
Chapter 1 Grand Tour describes each available ACD Supervisor feature
button.
Chapter 2 Features provides a description and step-by-step operational
procedure for each individual ACD Supervisor feature.
Appendix Access Codes provides instructions for programming a sequence of
steps or access codes to the feature buttons.
Strata DK ACD Supervisor
3/99
iii

Introduction
Conventions
Conventions
The left column
The right column gives the immediate response to
gives you the
your action. This column also includes additional
single or
notes and comments.
numbered steps
you need to
perform a
procedure.
These steps
apply to both
mouse or
keyboard use.
Note
Elaborates specific items or references other information.
Important!
Calls attention to important instructions or information.
Letters in [brackets] represent buttons which have Directory Numbers on them. For
example:
[PDN]
represents a Primary Directory Number (also known as an Extension
Number for your telephone.
[SDN]
represents a Secondary appearance of a [PDN]. A [PDN] which
appears on another telephone is considered an [SDN].
[PhDN]
represents a Phantom Directory Number button (an additional
Directory Number).
[DN]
represents a Directory Number button (also known as an Extension or
Intercom Number). Whenever [DN] is used in this guide, it means the
user can use any [PDN], [SDN], or [PhDN].
([WUD EROG represents buttons on a telephone.
~
means "through"
+
is used for multiple key entries.

denotes the step in a one-step procedure.
iv
Strata DK ACD Supervisor
3/99

Introduction
Related Documents and Media
Related Documents and Media
Note
Some documents listed here may appear in different versions on the
CD-ROM, FYI, 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.
The following documents and CD-ROMS can be used to reference further information
about the Strata DK systems.
Strata DK424 Call Center Solutions General Description
ACD Agent Guide
Digital Telephone User Guide
Digital Telephone Quick Reference Guide
Electronic Telephone User Guide
Electronic Telephone Quick Reference Guide
Standard Telephone User Guide
Strata DK Library CD-ROM
For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current
Strata DK documentation and enables you to view, print, and download current
publications.
Strata DK ACD Supervisor
3/99
v

Introduction
Related Documents and Media
vi
Strata DK ACD Supervisor
3/99

The Grand Tour
1
Companies that receive a large volume of incoming calls can handle them quickly and
easily with the Automatic Call Distribution (ACD) features available on Toshiba's
Strata DK system. Designated incoming calls bypass the attendant and go directly to
an answering pool of ACD Agents. From there, calls are evenly distributed to
individual Agents.
ACD Group Supervisor
As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba
proprietary digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The
LCD provides important information about the ACD Group or an individual Agent's
activities.
The buttons on your Supervisor Telephone can be programmed to perform different
tasks for you. For example, $JHQW 6WDWXV and/or 4XHXH 6WDWXV can be
programmed for one-touch access using Speed Dial (6') buttons. When you use these
buttons, the Agent and/or Queue Status is displayed on the LCD.
Other features are assigned to the flexible buttons on your telephone; for example,
5HVHW 4XHXH $ODUP which signals you when too many calls are waiting in queue
and 0RQLWRU $&' &DOO which monitors Agents conversations on ACD calls.
A list of flexible ACD feature buttons is on Page 4. The button names are
recommended by Toshiba. If your ACD feature button names are different, see your
telephone System Administrator for their definitions.
Strata DK ACD Supervisor
3/99
1

The Grand Tour
ACD Group Supervisor
If your telephone does not have the ACD Supervisor feature buttons shown in the
right-hand column of the telephone keystrip in Figure 1, you can enter an access code
sequence to perform the same function (see Table 4 on 24).
Important!
A Supervisor Telephone cannot be a standard tone or rotary-type
telephone.
Liquid Crystal Display
(LCD) Shows ACD
Information
Mode
Page
Scroll
Speed
Do Not
Dial
Disturb
Night
End of
Transfer
ACD Shift
Monitor
NT Lock
ACD Call
In this example,
Agent buttons are
Reset
shown in white.
Log In/Out
Queue Alarm
Supervisor buttons
are shaded.
ACD Call
Queue
Pickup
Status
The Agent/Queue
Status button
Work
Agent
Unit
Status
sequence is stored
on Speed Dial
Transfer to
buttons
Unavailable
ACD Grp
for One-touch
Access.
End After
Supvr Auto
Call Work
Log in
[PDN] = Primary
ACD
[PDN]
Help
207-2
Directory Number
button (usually on
ACD
[PDN]
the Extension
Call (PhDN)
207-1
Number of your
telephone).
There can be up to
four [PDNs] on a
telephone.
0139
Figure 1
ACD Supervisor Digital LCD Telephone
2
Strata DK ACD Supervisor
3/99

The Grand Tour
Buttons
Buttons
There are two sets of buttons: fixed and flexible. The fixed buttons (e.g., 0LF, 0VJ,
5HGLDO, +ROG, &RQI7UQ, 9RO , and 9RO ) are standard to every Strata DK 2000-
series telephone (see Figure 1). The flexible buttons consist of Directory Number and
ACD feature buttons. The number of pre-programmed flexible buttons varies by
telephone.
Fixed Buttons
The fixed buttons are located on your dial pad and enable you to perform standard
functions quickly and easily. These buttons are explained in Table 1.
Table 1
Fixed Button Definitions
Button
Definition
&QI7UQ
Sets up conference and transfer calls.
(Conference/
Transfer)
+ROG
Holds internal or outside calls. The Line LED flashes green at the internal
hold rate.
0LF
Toggles the microphone ON/OFF while the telephone is in use. The LED
(Microphone)
indicates the status of the microphone.
0VJ
Calls back the station or voice mail device that activated the LED.
(Message)
5HGLDO
Dials the number that you originally called (use the same [DN] or Line that
you used to dial the original number).
6SNU
Toggles the speaker ON/OFF. The LED indicates the status of the
(Speaker)
speaker.
9RO
Adjusts volume levels.
9RO
Strata DK ACD Supervisor
3/99
3

The Grand Tour
Buttons
Flexible Buttons
The buttons described in Table 2 are specific to the ACD Supervisor's telephone (also
see examples in Figure 1).
Table 2
Flexible Button Definitions
Button
Definition
$&' &DOO
Picks up ACD calls ringing at any Agent's telephone in the same group.
3LFNXS
The calls are no longer registered as an ACD call.
$JHQW 6WDWXV
Displays the status of Agents in a particular ACD Group. Use 6FUROO to
step through the status of agents in the group.*
(QG RI $&'
Activates the after-shift service of an ACD Group and directs all new
6KLIW
incoming ACD calls to a pre-assigned destination.
0RQLWRU $&'
Monitors (listens to) an ACD call.
&DOO
1LJKW 7UDQVIHU
Routes incoming calls to/from an ACD group during different times of the
17 /RFN
day. These buttons are not always needed by ACD Supervisors.
4XHXH 6WDWXV
Displays how many calls are waiting in the queue for a particular ACD
Group and how long each call has been waiting.*
5HVHW 4XHXH
Resets the queue alarm and its timer.
$ODUP
6XSYU $XWR
Enables you to automatically log into the ACD Group as a Supervisor.*
/RJ ,Q
7UDQVIHU WR
Transfers CO line calls (non-ACD or ACD) into an ACD Group.*
$&' *URXS
* Must be programmed using T9 buttons for one-touch access. (See Appendix for instructions.)
Note
Toshiba recommends that Supervisor telephones have at least two [PDN]
buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/
Queue Status.
4
Strata DK ACD Supervisor
3/99

The Grand Tour
Soft Keys
Directory Number [DN] Buttons
The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer
calls and are known as your extension or intercom number. You can have multiple
[DN] buttons on your telephone (Figure 1), including [DNs] belonging to another
telephone, [SDNs].
If you have an LCD telephone, you can find out the actual
Directory Number of a [DN] button by pressing the [DN] you
DN = 210
want to display and dialing . The number (210) displays.
Table 3
Directory Button Definitions
Button
Definition
[PDN]
Your specific extension or intercom number used to make or receive
Primary Directory
calls. Your telephone can have up to four [PDN] buttons with your
Number
number. You can set Call Forward and Voice Mail ID code for your
[PDN].
[SDN]
This number is a [PDN] of another telephone which appears on your
Secondary Directory
telephone. You cannot set Call Forward and Voice Mail ID code for
Number
[SDNs] on your telephone.
[PhDN]
Up to eight [PhDNs] can be dedicated to a station or shared by a
Phantom Directory
group of stations. One example of a [PhDN] use is when the [PhDN]
Number
is a common phone number for an entire department, ringing on all of
the telephones of the group when it is called.
You can only set Call Forward and Voice Mail ID code for [PhDNs]
that are owned by your telephone.
You can have a separate 0VJ button and mailbox for up to four
[PhDNs] on your telephone.
Soft Keys
If you have a Strata 2000-series LCD telephone, the Soft Key features are deactivated
during the time that you are logged in as an ACD Supervisor. Only ACD displays are
functional during ACD telephone sessions. When you log out of the ACD Group, Soft
Key features become available again. Refer to the Strata DK Digital Telephone User
Guide for more information on Soft Keys.
Strata DK ACD Supervisor
3/99
5

The Grand Tour
Soft Keys
6
Strata DK ACD Supervisor
3/99

Features
2
This chapter lists the features available on the ACD Supervisor telephone in
alphabetical order beginning on Page 13. These features can be performed on 10- or
20-button digital and electronic telephones. Music and announcement devices can also
be connected for use with your ACD system.
It is highly recommended that you have a telephone equipped with an LCD, because
the LCD displays important information about the ACD system and group.
The ACD Supervisor telephone features are:
Agent/Queue Status
Call Monitoring
End of ACD Shift
Night Transfer
NT Lock
Reset Queue Alarm
Supervisor Auto Log In
Transfer to ACD Group
The ACD Agent features assignable to the ACD Supervisor's telephone are outlined
in detail in the Strata DK ACD Agent Guide.
Strata DK ACD Supervisor
3/99
7

Features
Feature Interaction
Feature Interaction
Strata DK provides the ACD features from system-resident software. Some station
features are changed when a station is activated as an ACD Agent or Supervisor.
Standard station capabilities are determined by your station class of service. You can
still use the standard station buttons: &QI7UQ, +ROG, 5HGLDO, 0LF, 0VJ, and 6SNU.
The features listed below are affected when your station is logged in as Supervisor:
Call Forwarding Your primary and non-ACD [PhDNs] can set Call Forwarding.
The Agent assistance calls do not forward, but do ring at your station [PDN]. All
other types of calls forward from your [PDN] normally.
Message and Display Soft Key labels and LCD messages unrelated to ACD do
not display at your station. All other types of messages do display.
Station Do Not Disturb The Station DND feature can be activated when your
station is an ACD Supervisor station. DND applies to all calls directed to the
[PDN]. Agent telephones must have the DND Override feature to request
assistance if your telephone is in the DND mode.
Executive Override If an Agent is talking on an ACD or PBX call, executive
override of ACD/PBX calls is not allowed, but the Supervisor can call the Agent's
[PDN] or an idle [PhDN].
Agent Assistance If you are busy, but one [PDN] is idle, your Agent can still
ring you for assistance. Up to four [PDNs] are available on a Supervisor station.
As a Supervisor you may want to receive ACD calls to assist agents during peak call
load periods. To do this your Supervisor telephone must have an assigned $&' &DOO
button before it can function as an Agent telephone.
8
Strata DK ACD Supervisor
3/99

Features
Agent Telephone Status
Agent Telephone Status
ACD Agents can make and receive different types of calls depending upon the status
of their ACD telephone. The current status is displayed on your LCD when you use
your Agent Status feature.
Available If your Agent is logged in as an ACD agent, ACD or PBX calls and
non-ACD or PBX calls to other [DNs] can be made and received.
Unavailable Your Agent is unavailable to take ACD calls when 8QDYDLODEOH
has been activated, or when the Agent does not respond to two successive ACD
calls.
After Call The After Call Work Time feature is automatically activated
(assigned in system programming) after each ACD call to allow the Agent to do
paperwork. The Agent can receive non-ACD or PBX calls, but not ACD calls
during After Call Work Time.
Talk If your Agent is on an ACD call or has one on hold, they can still make or
receive non-ACD calls on other [DNs] or &2 /LQH buttons. The Agent cannot
make/receive PBX calls.
Log Out If your Agent is logged out of the ACD Group, they can still receive
and make non-ACD calls, but not ACD or PBX calls.
PBX Call When your Agent is talking on a PBX call or has one on hold, they
can still make or receive non-ACD calls on other [DNs] or &2 /LQH buttons. The
Agent cannot receive ACD calls.
For more information, see "Agent/Queue Status" on Page 13.
Strata DK ACD Supervisor
3/99
9

Features
Agent Assistance
Agent Assistance
An Agent in your ACD Group can call you for assistance by pressing the $&' +HOS
button on their station. ACD Help rings the Supervisor's [PDN] and takes priority
over other ACD calls/functions and, in some cases, the Agent can override your Do
Not Disturb (DND) setting (if assigned in programming). The ACD Help feature
enables you to talk to the:
Agent with the ACD call on hold.
ACD caller with the Agent dropping out of the call by hanging up.
You can also participate in a three-way conversation with the Agent and the ACD
caller when the Agent presses &QI7UQ after you answer the ACD Help call.
For this feature to work, your telephone must be logged in with the Supervisor ID
code of the same Group as the Agent requesting help.
To assist an agent
Press the flashing
The [PDN] LED is on.
QUE# 000 SUP GP01
[PDN].
Your LCD displays the
HELP!
AGT
XXXX
message on the right.
XXXX = ID number of the
Agent requesting help.
On the Agent's telephone,
QUE# 014 SUP GP01
the ACD call is
JUN
16
WED
02:27
automatically placed on
consultation-hold.
Notes
Your telephone can be equipped with up to four [PDN] buttons to
accommodate ACD Help calls while busy on another call.
If your telephone is in the DND mode when an Agent presses $&' +HOS, the
Agent receives DND busy tone. If the Agent's telephone has been
programmed to allow DND Override (system option), the Agent can dial to
override your DND. Call Monitor cancels after answering an ACD Help call.
10
Strata DK ACD Supervisor
3/99

Features
Logging In/Out
If one of your telephone's [PDNs] is busy on another call or in the monitor
mode, the Help call automatically busy-overrides an idle [PDN] and a mute
ring sounds on your telephone.
If the Agent drops out of a three-way assistance call leaving the ACD caller
and Supervisor connected, the call is no longer tracked on ACD MIS reports.
Logging In/Out
You can log in and out as an ACD Supervisor or Agent by entering ID codes at your
station. Your telephone can only be logged in as an Agent or Supervisor, but not both.
If you log in as an Agent, your station is available for incoming ACD calls. You must
log in as an ACD Supervisor to access to your Supervisor features.
Supervisor Log In/Out
1. Press /RJ ,Q2XW
The Log In/Out LED
NO. 203
flashes red, and the LCD
...or [PDN] + .
ENTER ID CODE
prompts you for your ID
code.
2. Enter your Supervisor
The Log In/Out LED lights steady red, or you hear a
ID code and press
one-second burst of dial tone if you used the [PDN] +
6SNU
log in method.
...or hang up if you
Note A fast busy tone means that your log in was
used [PDN] +
unsuccessful, and the LCD displays LOG IN
.
ERROR. Repeat Step 1.
The successful log is
QUE#YYY SUP GPXX
displayed on your LCD
JUN
16
WED
02:27
(shown on the right).
YYY = Number of calls in the queue
XX = Number of the ACD Group (01~16)
Strata DK ACD Supervisor
3/99
11

Features
Logging In/Out
You can program an 6' button as your 6XSYU $XWR /RJ ,Q for one-touch dialing of
the sequence outlined above see "Supervisor Auto Log In" on Page 22. The 6' button
should be labeled as 6XSYU $XWR /RJ ,Q.
To cancel Supervisor log in

Press /RJ ,Q2XW at any time.
To log out (Supervisor)
To begin your log out, the Log In/Out LED must be steady red. All Supervisor feature
buttons (0RQLWRU $JHQW, 4XHXH 6WDWXV, etc.) are deactivated after you log out.
However, if Agents are still logged in and you did not end the shift before logging out,
the ACD calls are still sent to the ACD Group. It is not necessary for a telephone to be
logged in as Supervisor to allow ACD calls to be sent to Agent telephones.
Press the /RJ ,Q2XW The Log In/Out LED turns off.
...or [PDN] + , Note /RJ ,Q2XW only works during an idle or non-
then hang up.
ACD status. If your station is in any other status,
the system ignores your Log In/Out request.
Agent Log In/Out
When logged in as a Supervisor, ACD calls do not ring on your telephone; but you can
pick up an ACD call ringing at an Agent's station. If a Supervision telephone picks up
an ACD call ringing an Agent telephone, the call is no longer tracked on ACD MIS
reports. You can log into the system as an Agent. If you log in as an Agent, the
telephone cannot operate as a Supervisor station.
Your telephone must have an $&' &DOO button to act as an Agent.
1. Press $&' &DOO, then
The ACD Call LED is
NO. 203
/RJ ,Q2XW
steady green, the Log In/
ENTER ID CODE
Out LED flashes red, and
the LCD prompts you to
enter an ID code.
...or $&' &DOO +
.
12
Strata DK ACD Supervisor
3/99

Features
Logging In/Out
2. Enter your four-digit
A one-second burst of
QUE# YYY AGT GPXX
Agent ID code.
dial tone confirms
JUN
16
WED
02:27
successful log in.
The Log In/Out LED
turns steady red, and the
LCD displays the
information as shown on
the right.
Note
If the Agent ID code is invalid, the telephone sends a busy tone, the Log In/
Out LED stops flashing and turns off, and the LCD displays LOG IN ERROR.
Try to log in again.
To cancel Agent log in

Press the /RJ ,Q2XW at any time.
To log out (Agent)
Press /RJ ,Q2XW
The Log In/Out LED turns off.
...or [PDN] +
Note Log In/Out only works during an idle or
and hang up.
non-ACD status. If your station is in any other
status, the system ignores your Log In/Out
request.
When you log out as an Agent, the ACD features are deactivated on the telephone;
however, the regular features still continue to work. After you have logged out, the
$&' &DOO button can be used to make and receive non-ACD calls only, and they are
not registered as ACD or PBX calls.
Agent/Queue Status
Agent Status allows you to monitor the status (Available, Unavailable, etc.) of each
Agent logged into your ACD Group. The Queue Status feature enables you to view
the number of calls and the amount of time each has been waiting in the queue for a
specific ACD Group. You have to be logged in as a Supervisor to use this feature. You
can also view the status of other ACD Groups.
Strata DK ACD Supervisor
3/99
13

Features
Logging In/Out
You can conveniently program an 6' button to provide one-touch access for
monitoring Agents or the Queue (also see "Access Codes" on Page 23).
To monitor Agent Status
1. Press $JHQW 6WDWXV
The number of agents
NUMBER OF AGENTS
logged in is displayed.
LOGGED IN : YYY
YYY = Number of Agents
logged in
...or [PDN] +
XX = ACD Group Number (01~16 for large systems
+ ;;.
and 01~08 for small systems)
2. Press 6FUROO.

The agent's status is
ID XXXX/NO. WWWW
displayed.
STAT : ZZZZZZZZZZZZZ
XXXX = Agent ID Number
WWWW = Agent telephone [PDN]
Z~Z = Agent Status, which can be:
AVAIL (Available to receive ACD calls)
UNAVAIL (Unavailable to receive ACD calls)
AFTER CALL (After Call)
TALK (Talking or holding on ACD Call)
LOG OUT (Logged Out)
PBX CALL (Talking or holding on a PBX Call)
Notes
If the Agent's status changes, the LCD changes to
reflect the new status.
If an Agent is talking on a non-ACD call, the status
is displayed as AVAIL (Available) and ACD calls
are forwarded from the queue to the Agent.
14
Strata DK ACD Supervisor
3/99

Features
Logging In/Out
To view the status of another ACD group

Press [PDN] + + ;; (ACD Group number).
To monitor Queue Status
1. Press 4XHXH
The number of calls
NUMBER OF CALLS
6WDWXV
waiting in the queue
IN QUE: XXX
displays.
XXX = Number of calls
waiting in the queue
...or [PDN] +
XX = ACD Group number (01~16 for large systems
+ ;;.
and 01~08 for small systems)
2. Press 6FUROO.
The first (oldest) call in
LINE XXX QUEUE
the queue is displayed.
TIME HH:MM:SS
The time is updated every
5 seconds.
HH = Hours
MM = Minutes
SS = Seconds
Each time 6FUROO is
LINE XXX QUEUE
pressed, the next oldest
TIME HH:MM:SS
call in the queue is
shown.
3. Press 6FUROO.
A call in the queue is
LINE EXIT QUEUE
answered by an Agent
PRESS SCROLL
and is displayed on your
LCD.
...or, if an ACD call
The CANCEL status is
LINE XXX CANCEL
disconnects while
displayed.
TIME 00:00:15
currently on your
LCD, press 6FUROO
Strata DK ACD Supervisor
3/99
15

Features
Call Monitoring
...or, if an ACD call
The OVERFLOW status is
LINE XXX OVERFLOW
overflows while
displayed.
TIME 00:00:15
displayed on your
LCD, press 6FUROO.
To end monitoring

Press 6SNU.
To program the SD button for one-touch Agent Status
Do not lift the handset The 6' button is now programmed to monitor Agent
and press 5HGLDO +
Status and should be labeled as $JHQW 6WDWXV.
6' + ;; +
XX = ACD Group Number (01~16 for large systems
5HGLDO.
and 01~08 for small systems)
To program the SD button for one-touch Queue Status
Do not lift the handset The 6' button is now programmed to monitor Queue
and press 5HGLDO +
Status and should be labeled as 4XHXH 6WDWXV.
6' + ;; +
XX = ACD Group Number (01~16 for large systems
5HGLDO.
and 01~08 for small systems).
Call Monitoring
This feature enables you, as the Supervisor, to monitor conversations between an
ACD Agent and caller. A one-way, listen-only path is established for the Supervisor
only. The monitoring feature does not apply to Agent PBX or non-ACD calls.
A periodic tone and LCD message can be added to the Agent's telephone to indicate
that you are monitoring the call. These options are provided by system programming.
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.
16
Strata DK ACD Supervisor
3/99

Features
Call Monitoring
To monitor an ACD call
Press 0RQLWRU $&'
Dial tone is heard and a
QUE# 000 SUP GP01
&DOO + ;;;;
[PDN] LED lights.
ENTER AGT ID
...or [PDN] +
XXXX = Agent ID code
+ ;;;;.
You hear a short tone
QUE# 000 SUP GP01
every 15 seconds.
MONITOR AGT XXXX
The duration of the call
QUE# 000 SUP GP01
(HH:MM:SS) replaces the
MONITOR HH:MM:SS
AGT XXXX display 15 or
60 seconds into the call.
If the Agent logs out
QUE# 000 SUP GP01
while being monitored,
AGT LOG OUT
your telephone receives a
busy tone and the
message on the right
displays on the LCD.
Notes
If the Agent is not on an ACD call, the one-way, listen-only path is silent.
0RQLWRU $&' &DOO only works when your telephone and a [PDN] are idle.
This feature is limited by the availability of conference channels. If there are
no conference channels available, an reorder tone is heard.
You can continue monitoring the Agent's ACD calls until you cancel the monitoring
or the Agent logs out of the group.
To cancel ACD call monitoring

Press 6SNU
...or hang up.
Strata DK ACD Supervisor
3/99
17

Features
End of ACD Shift
Call monitoring is also canceled if you make or answer a telephone call, or the Agent
you are monitoring presses $&' +HOS.
End of ACD Shift
You can use (QG RI $&' 6KLIW to activate an after-shift destination of an ACD
Group. The after-shift destination is assigned in system programming. You must be
logged in as a Supervisor to activate or cancel this feature. The after-shift destination
can be another ACD Group, Auto Attendant, Message Device, or Voice Mail.
If there are calls waiting in the queue, the last Agent of the group is not allowed to log
out, but new calls are forwarded to the after-shift destination. The LED flashes to
indicate that Agents are logged in.
Press (QG RI $&'
The End of ACD Shift LED turns on.
6KLIW
...or [PDN] + .
New Shift
If your ACD Group is in the after-shift mode and no Agents are logged in, any Agent
that logs into the group starts a new shift. If all of your Agents did not log out, your
End of ACD Shift LED flashes until (QG RI $&' 6KLIW is pressed or all of the
Agents log off. When the End of ACD Shift LED turns off, ACD calls are directed to
the Agents.
Important!
All Agents must be logged out of the previous shift before the new shift
can start.
18
Strata DK ACD Supervisor
3/99

Features
Night Transfer
Night Transfer
Incoming calls to your group can be routed to different destinations, based on either
two- or three-call routing (ringing) patterns which are set in system programming. The
Night Transfer LED indicates the active routing pattern:
Three-Pattern
Two-Pattern
DAY
OFF
OFF
DAY 2
FLASH
N/A
NIGHT
ON
ON
Up to four Night Transfer (1LJKW 7UDQVIHU) and Tenant Night Transfer (1LJKW
7UDQVIHU a) buttons can be assigned and controlled independently. Check with
the System Administrator for any additional information.
To enable/disable Night Transfer
Press 1LJKW
The Night Transfer LED is ON if you are programmed
7UDQVIHU to toggle
for a two-ring pattern.
Night Transfer
ON/OFF (two-ring
pattern)
...or, if your system is
You are in Day2 Mode. The LED indicators for
programmed for
three-ring patterns are: Night Mode (LED is ON); Day
three-ring patterns,
Mode (LED is OFF; and Day2 Mode (LED is
the LED will flash
flashing).
instead. Press 1LJKW
The Night Transfer LED is ON.
7UDQVIHU, again
(three-ring pattern),
to activate Night
Mode.
Strata DK ACD Supervisor
3/99
19

Features
Night Transfer
Night Transfer Lock
The 17 /RFN button enables your telephone to lock the system into the "Day, Day 2,
or Night" modes. This feature is assigned to your telephone in system programming,
however, the ACD Group Supervisor can lock the ring modes. You must use a
password.
To assign or change NT Lock password
1. Press a [DN] +
The LCD prompts you to
NO.200
; with the
enter a four-digit pass
ENTER PASS CODE
handset on-hook.
code.
X = Tenant 1~Tenant 4
CO line groups
2. Enter a four-digit
As you enter the
NO.200
password.
password, the digits
XXXX
display on the LCD.
3. Press 5HGLDO.
You hear confirmation
NO.200
tone.
DATA PROGRAMMED
4. Hang up.
The password is assigned.
NO.200
JAN 15 WED 02:00
To lock Night Transfer
1. Press 17 /RFN.
The NT Lock LED
NO.200
flashes. The LCD
ENTER PASSWORD
prompts you to enter your
password.
2. Enter your password
YYYY = Password digits
NO.200
and press 17 /RFN
YYYY
again.
20
Strata DK ACD Supervisor
3/99

Features
Reset Queue Alarm
If the correct password is
NT LOCK
entered, the NT Lock
JAN 15 WED 02:00
LED remains steady red
and NT LOCK displays.
If an incorrect password
is entered, the NT Lock
LED turns OFF.
Reset Queue Alarm
During queue operation, the number of unanswered ACD calls waiting in the queue,
and the amount of time the calls have been waiting is constantly monitored by the
system. An alarm is generated when calls waiting in the queue exceed preset
conditions. Your system installer can specify the following types of alarm in system
programming:
Single alarm (immediate without a timer) an interrupted beep tone alerts you
when the number of calls in queue is greater than a preset threshold.
Two-layer alarm a beep tone alerts you when the number of calls in queue
exceeds the:

Queue alarm timer -1 and is greater than a preset threshold (interrupted
beep tone).

Queue alarm timer -2 and is greater than a preset threshold which is
greater than the alarm 1 threshold (continuous beep tone).
The Reset Queue Alarm LED flashes.
To reset the Queue Alarm
Press 5HVHW 4XHXH
The audible alarm stops, and the alarm-guard timer
$ODUP.
starts. The LED flashes until the alarm is reset.
Note If the alarm-guard timer is disabled in system
programming, 5HVHW 4XHXH $ODUP
functions only as an indicator and does not reset
the Queue Alarm.
Strata DK ACD Supervisor
3/99
21

Features
Supervisor Auto Log In
If the alarm condition still exists when the alarm-guard timer expires, a second alarm
is generated to alert you. The Queue Alarm must be reset again.
Supervisor Auto Log In
This feature enables you to log in automatically when you use a one-touch 6' button.
6XSYU $XWR /RJ ,Q does not replace /RJ ,Q2XW on your telephone.
To program your SD button for one-touch log in

Press 5HGLDO + 6' + [PDN] + + ;;;; + 5HGLDO (XXXX =
Supervisor ID code).
Transfer to ACD Group
This feature enables you to transfer CO line calls (non-ACD or ACD) to an ACD
Group using your one-touch 6' button.
To program your SD button for one-touch Transfer to ACD Group

Press 5HGLDO + 6' + &QI7UQ + ;; + 5HGLDO (XX = ACD Group
number 01~16 for large systems and 01~08 for small systems).
22
Strata DK ACD Supervisor
3/99

Appendix
This appendix provides a list of features and the corresponding access code sequences.
Access Codes
If your telephone does not have the ACD Supervisor feature buttons shown in the left-
hand column, you can enter the access code sequence shown in the right-hand column
to perform the same function.
Strata DK ACD Supervisor
3/99
23

Features
Access Codes
Table 4
Supervisor Access Codes
Features
Access Code Sequence
ACD Call Pickup
[PDN] +

Agent Status (Speed Dial Button)
[PDN] + ;;1
End of ACD Shift
[PDN] +
Log In/Out (Agent)
$&' &DOO2 + + ====3
Log In/Out (Supervisor)
[PDN] + ;;;;4
Monitor ACD Call
[PDN] + <<<<5
Queue Status (Speed Dial Button)
[PDN] + ;;1
Reset Queue Alarm
[PDN] +

Supvr Auto Log In (Speed Dial Button)
[PDN] + + ;;;;4
Transfer to ACD Group (Speed Dial Button)
&QI7UQ + ;;1
1. XX = ACD Group Number 01~16 on large systems and 01~08 on small systems.
2. 689Ã8hyy button is any single appearing [PhDN] that is owned by the telephone.
3. ZZZZ = Agent ID Code used when logging into an ACD Group as an Agent.
4. XXXX = Supervisor ID code used only to log in.
5. YYYY = Agent ID.
24
Strata DK ACD Supervisor
3/99

Index
A
C
about this book
call forwarding, 8
conventions, iv
Cnf/Trn
organization, iii
ACD group code, 24
related documents, v
access codes, 23
D
ACD group supervisor, 1
directory number buttons
ACD pickup, 24
[PDN], 5
after call, 9
[PhDN], 5
agent assistance, 8
definitions, 5
ACD help button, 10
do not disturb, 8
Cnf/Trn button, 10
DND mode, 10
E
agent status (speed dial button), 24
end of ACD shift, 4, 24
agent telephone status, 9
calls waiting in the queue, 18
agent/queue status, 13
last agent of the group, 18
alarm-guard timer, 22
new shift, 18
available, 9
executive override, 8
B
F
buttons
feature interaction, 8
Hold, 3
features
Mic, 3
agent assistance, 10
volume control, 3
end of ACD shift, 18
logging in/out, 11
Strata DK ACD Supervisor
3/99
25

Index
H ~ U
night transfer, 19
N
night transfer lock, 20
night transfer
reset queue alarm, 21
NT lock button, 4, 20
supervisor auto log in, 22
ringing (day, day 2, night), 19
transfer to ACD group, 22
fixed buttons
P
Cnf/Trn, 3
PBX call, 9
Spkr, 3
phantom [PhDN] buttons, 5
flexible buttons, 4
end of ACD shift, 4
Q
night transfer/NT lock, 4
queue status, 4, 24
queue status, 4
reset queue alarm, 4
R
supvr auto log in, 4
reset queue alarm, 24
transfer to ACD group, 4
button, 4
single alarm, 21
H
two-layer alarm, 21
Hold, 3
S
L
soft keys, 5
log in/out
speed dial
agent, 12, 24
agent status, 16
log out status, 9
queue status, 16
supervisor, 11, 24
Spkr button, 3
supervisor auto log in, 22
M
button, 4, 24
message and display, 8
Mic button, 3
T
monitor
talk, 9
ACD call, 17, 24
transfer to ACD group button, 4, 24
agent status, 14
conference channels, 17
U
queue status, 15
unavailable, 9
26
Strata DK ACD Supervisor
3/99

Document Outline