Telecommunication Systems Division
Digital Business Telephone Systems
ACD Agent Guide
February 1999

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

Introduction
This guide is designed to provide instructions for the ACD Agent 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 Agent buttons on the Agent station.
For instructions on using the non-ACD features of your telephone, refer to the
appropriate Quick Reference Guide or User Guide (see "Related Documents" on
Page v).
This guide does not provide instructions for the ACD Supervisor features. See the
Strata DK ACD Supervisor Guide for information on Supervisor telephone
procedures.
Organization
This user guide is divided as follows:
Chapter 1 The Grand Tour describes each available ACD Agent feature
button.
Chapter 2 Features provides a description and step-by-step operational
procedure for each individual ACD Agent feature.
Appendix Access Codes provides instructions for programming a sequence of
steps or access codes onto feature buttons.
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iii

Introduction
Conventions
Conventions
The left column gives
The right column gives the immediate response to your
you single or
action. This column also includes additional notes and
numbered steps that
comments.
you need to perform a
procedure.
Note
Elaborates specific items or references other information. Within some tables,
General Notes apply to the entire table and numbered Notes apply to specific
items.
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.
[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
represents buttons on a telephone.
EROG
~
means "through"
+
is used for multiple key entries.

denotes the step in a one-step procedure.
iv
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Introduction
Related Documents
Related Documents
The following user guides can be referenced for additional information:
Strata DK424 Call Center Solutions General Description
Strata DK ACD Supervisor Guide
Strata DK Digital Telephone User Guide
Strata DK Digital Telephone Quick Reference Guide
Strata DK Electronic Telephone User Guide
Strata DK Electronic Telephone Quick Reference Guide
Strata DK Standard Telephone User Guide
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Introduction
Related Documents
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The Grand Tour
1
Automatic Call Distribution (ACD) for Toshiba Strata DK systems provides a quick,
efficient means of handling a large volume of incoming calls. The calls can be
automatically connected to ACD Agent Groups, bypassing an attendant. Calls are
served in order of arrival and are automatically distributed among the Agents. The
ACD features also provide announcements to incoming calls when no Agent positions
are available.
ACD Group Agent
An Agent in an ACD Group can use a Toshiba proprietary digital, electronic, or
standard telephone that is alson a tone or rotary-type telephone. An Agent station can
be equipped with or without feature buttons or an LCD. Toshiba telephones have
feature buttons that access the special ACD features.
The Strata DK digital telephone with an LCD and typical ACD Agent feature buttons
is shown in Figure 1 on Page 2 on the following page. The button names are
recommended by Toshiba. If your button names are different, see the System
Administrator or your ACD Supervisor for the definitions.
If your telephone does not have the ACD Agent feature buttons shown, you can enter
access codes to perform the same functions (see "Access Codes" on Page 21).
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1

The Grand Tour
ACD Group Agent
Mode
Page
Scroll
Speed
Dial
Release
Primary DN
204
Log In/Out
ACD Call
Pickup
Work
Unit
Unavailable
End After
Call Work
ACD
Help
ACD
Call (PhDN)
2517
Figure 1
Sample ACD Agent Telephone with ACD Feature Buttons
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The Grand Tour
Buttons
Buttons
There are two sets of buttons: flexible and fixed. The flexible buttons consist of
Directory Number (Primary and Phantom) and feature buttons. The number of pre-
programmed flexible buttons varies by telephone. The fixed buttons (e.g., 0LF, 0VJ,
5HGLDO, +ROG, &RQI7UQ, 9RO , and 9RO ) are standard to every 2000-series
digital telephone (see Figure 1 on Page 2).
Fixed Buttons
The fixed buttons are located on your dial pad and enable you to perform standard
functions quickly and easily (see 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.
(Microphone)
The LED indicates the status of the microphone.
0VJ
Calls back the station or voice mail device that activated the LED.
(Message)
5HGLDO
Dials the number you originally called (use the same [DN] or /LQH
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
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The Grand Tour
Soft Keys
Flexible Buttons
All flexible buttons must be programmed for your telephone in system programming
and vary for individual telephones. If a button does not appear on your telephone
keystrip, see your System Administrator. Table 2 describes each ACD button.
Table 2
Flexible Button Definitions
Button
Definitions
$&' &DOO
Enables an agent to receive ACD calls, make/receive PBX calls, and Log In/
Out of the ACD Group. After an agent has logged out, the button can be used
to make/receive non-ACD and non-PBX calls.
$&' +HOS
Places a ACD call on hold and automatically rings the Supervisor.
$&' &DOO
Enables an Agent to pick up ACD calls ringing at any Agent's telephone in the
3LFNXS
same group. Calls remain registered as an ACD call after being picked up.
(QG $IWHU
Ends After Call Work Time (system programming feature) and the Agent's
&DOO :RUN
telephone becomes available to take ACD calls.
7LPH
/RJ ,Q2XW
Logs an Agent in and out of the ACD Group and is used with the $&' &DOO
button.
5HOHDVH
Releases calls from the Agent telephone.
8QDYDLODEOH
Stops ACD calls from ringing the Agent telephone temporarily.
6SHHG 'LDO
Enables an Agent to call a telephone number using a brief access code.
7UDQVIHU WR
Transfers CO Line calls (non-ACD or ACD) to an ACD Group.1
$&' *URXS
:RUN 8QLW
Assigns a tracking code to an ACD call.
1
Can be programmed onto an 6' button for one-touch access (see Appendix Access Codes on Page
21 for instructions).
Soft Keys
If you have a Strata 2000-series LCD digital telephone, the Soft Key features are
deactivated while you are logged in as an ACD Agent. Only ACD displays are
functional during ACD telephone sessions. When you log off from the ACD Group,
Soft Key features become available again. Refer to the Strata Digital Telephone User
Guide for more information on Soft Keys.
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Features
2
This chapter lists all the ACD features applicable to an Agent's station in alphabetical
order beginning on Page 12. These features can be performed on digital or electronic
telephones with or without LCDs.
ACD Call
ACD Call Pickup
ACD Help
Auto Answer with Zip Tone
End After Call Work Time
Log In/Out
Log Out/Unavailable Pending
Transfer to ACD Group
Unavailable
Work Unit
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Features
Feature Interaction
Feature Interaction
Strata DK provides the ACD features from system-resident software. These features
are affected when your station is logged in as Agent:
Call Forwarding All types of Call Forwarding from [PDNs] and [PhDNs] are
allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in
the normal manner.
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 does not operate when your
station receives an ACD call. DND only applies to non-ACD or PBX calls
directed to the [DN].
Executive Override If you are talking on an ACD or PBX call, executive
override of ACD/PBX calls is not allowed, but the Supervisor can call your
[PDN] or an idle [PhDN].
Quick Reference
The following pages are a quick reference for using your telephone's ACD features.
Agent Calls
The types of calls handled by Agents are described in Table 3.
Table 3
Types of ACD Agent Calls
Type of Call
Description
ACD
External call that is routed and/or transferred to an ACD Group and rings on your
$&' &DOO button.1
PBX
External or internal call that is routed and/or transferred directly to your $&' &DOO
button directory number [PhDN]; or a call made from the $&' &DOO button. You
cannot receive ACD calls when you are on a PBX call.1
Non-ACD
Any call received or made from a [DN] or CO /LQH button that is not your $&'
&DOO button. The calls are not registered on MIS reports. You continue to receive
ACD calls if you are logged into the ACD group.
1
Registered on MIS reports.
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Features
Quick Reference
Agent Telephone Status
You can make and receive different types of calls depending upon the status of your
ACD Agent telephone.
Available If you are logged in as an ACD agent, you can receive ACD or PBX
calls and non-ACD calls to other [DNs].
Unavailable You are unavailable to take ACD calls when you press
8QDYDLODEOH or do not respond to two successive ACD calls. For more
information, see "Unavailable" on Page 19. Your telephone can still receive and
make non-ACD or PBX calls when it is in the unavailable status.
After Call When you disconnect from an ACD call you are automatically
allowed an amount of time to do your paperwork. You can receive non-ACD or
PBX calls if your telephone has been programmed to receive these calls. For more
information on the procedure to end After Call, see "End After Call Work" on
Page 16.
Talk When you are talking on an ACD call or have one on hold, you can receive
non-ACD calls on other [DNs] or CO Lines.
Log Out You are logged out of the ACD Group. You can still receive and make
non-ACD calls.
PBX Call When you are talking on a PBX call or have one on hold, you can
receive non-ACD calls.
Placing Calls on Hold
You can place your current call on hold, whether it is an ACD or PBX call, and return
to it later. To establish a three-way call with your Supervisor and your ACD caller, see
"ACD Call Pickup" on Page 14.
To place an ACD call on Hold
Press +ROG.
The ACD Call LED flashes
HOLD LINE 5
at the I-Hold rate and your
JUL 27 TUE 02 : 27
LCD displays the message
on the right.
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Features
Quick Reference
Note Incoming ACD or PBX calls are not routed to
$&' &DOO, because it has a call on Hold and
PBX calls are blocked.
To retrieve an ACD call on Hold
Press $&' &DOO.
The call is retrieved and
QUE#000 AGT GP01
your LCD displays the
USING LINE 3
message on the right.
Note Incoming ACD calls are not routed to $&'
&DOO, because it has a call on Hold and PBX
calls are blocked.
Logging In/Out
You log in and out of an ACD Group by using $&' &DOO and /RJ ,Q2XW. By
entering a valid ACD Agent ID, your telephone becomes available for incoming ACD
calls, and the ACD feature buttons and codes are activated. Every Agent ID code is
unique and is always associated with a particular ACD group, unless the ID is re-
assigned to another group in system programming.
Any Toshiba telephone can be used to log into an ACD Group providing that the
telephone has a unique, single-appearing [PhDN] button. The [PhDN] that is used to
log into an ACD Group becomes the telephone's $&' &DOO. You can only be logged
into one ACD Group at a time. Your telephone must be assigned as the owner of the
$&' &DOO [PhDN] button in system programming.
When you log out, the ACD features are deactivated on your telephone, but the
regular features still continue to work. For example, you can use the $&' &DOO button
to make and receive non-ACD calls after logging out. These kinds of calls are not
registered as ACD or PBX calls for MIS reporting purposes.
When all of the Agents in a group log out, the shift ends for that group, and calls are
routed to the after-shift destination. The new calls are automatically sent to the
after-shift destination, which can be a voice mailbox, another ACD Group, or an
announcement.
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Features
Quick Reference
Important!
When the Supervisor ends the shift, all Agents must be logged out
before the next (new) shift can start. The next shift starts once an Agent
logs in.
/RJ ,Q2XW only works from the idle state, a non-ACD or PBX call hold, or After
Call Work mode. Your action is ignored if you press the /RJ ,Q2XW button while the
station is in any other status.
ACD does not allow you to log out if you are the last active agent in the ACD Group,
and there are calls waiting in the queue. These calls must be cleared before you can
log out. Once all calls in the queue are cleared, the Log In/Out LED turns off and your
telephone is logged out of the ACD Group (see "Transferring Calls to an ACD Group"
on Page 18).
To log in
1. Press $&' &DOO +
The ACD Call LED is
/RJ ,Q2XW
steady green, but the Log
In/Out LED flashes red.
...or $&' &DOO +

...or, from a standard
You are prompted to enter
NO.
203
telephone, go off
your ID code by the LCD
ENTER
ID
CODE
hook and press
display and a short burst
, then go back of dial tone.
on hook.
2. Enter your four-digit
A one-second burst of
QUE# 000 AGT GPXX
Agent ID code.
dial tone confirms
JUN
16
WED
02:27
successful log in. The
Log In/Out LED turns
steady red.
QUE #000 = Number of
calls in queue
XX =ACD Group number
(01~16).
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Features
Quick Reference
If the Agent ID code is
NO.
203
invalid, a fast busy tone is
LOG
IN
ERROR
heard. The Log In/Out
LED stops flashing and
turns off.
The LCD displays the
message on the right.
Repeat Step 2. If you
continue to get the error
message, contact your
Supervisor.
To cancel log in

Press /RJ ,Q2XW at any time.
To log out
Press /RJ ,Q2XW
The Log In/Out LED turns off and the Agent is logged
out of the ACD Group.
...or $&' &DOO +
, then 6SNU or Note If the Log In/Out LED flashes, there are calls
hang up
remaining in queue and you are the only Agent
...or, from a standard
logged in (see "To Log out when you are the last
active agent" on Page 11.
telephone, go off
hook and press
, then go back
on hook.
Log Out (Pending)
This feature enables you to end the ACD shift if your telephone is the only one logged
in to the ACD Group, and your Supervisor has not ended the shift. Log Out (Pending)
or Unavailable (see "Unavailable" on Page 19) prevents new calls from entering the
ACD queue and redirects the calls to the after-shift destination or the overflow-point
destination as assigned in the system programming.
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Features
Quick Reference
For example, if it is time for your ACD shift to end, but calls are continuing to arrive
into the ACD queue, use the Log Out Pending or Unavailable feature so that you can
eventually log out.
To use log out (pending)
Press /RJ ,Q2XW.
The Log /InOut LED flashes and the status changes to
the Log Out Pending mode. When the last call is
cleared from the queue, your status changes to logged
out.
To log out when you are the last active agent
Press /RJ ,Q2XW
The Log In/Out LED flashes. New ACD calls are
routed to the after-shift destination.
...or $&' &DOO +
, then 6SNU or Note Calls in the queue are directed to your station,
hang up
because you are the last active Agent. You are
...or, from a standard
logged out when all of the calls in the queue
have been answered.
telephone, go off
hook and press
, then go back
on hook.
Auto Answer with Zip Tone
Auto Answer with Zip Tone is an ACD feature that alerts you to a call by sounding a
one-second dial tone and automatically connecting you to the ACD call. You must
have a Toshiba digital or electronic telephone. This feature is unavailable for
telephones equipped with a standard rotary dial or a touch-tone dial, or a Toshiba
telephone receiving PBX and/or non-ACD calls (see "Quick Reference" on Page 6).
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Features
ACD Call
ACD Call
When an ACD call rings at your idle station, the ACD Call
QUE#000 AGT GP01
LED flashes and your LCD displays the message to the right
LINE XXX ACD CALL
(XXX = Line number).
If you receive a PBX call, your ACD Call LED flashes similar
QUE#000 AGT GP01
to an ACD call and the LCD displays the message to the right
LINE XXX RINGING
(XXX = Line number).
If you have a standard telephone without an LCD, the telephone rings.
To answer an ACD call
1. Press $&' &DOO
The LED lights steady and the LCD displays one of
the messages below depending upon the type of call
and system programming.
...or, if you have a
The calling number or name
CALLING NUMBER
standard telephone,
is displayed.
ANSWERED LINEXXX
go off hook to answer
CALLING NAME
the call.
ANSWERED LINEXXX
The called number or name
CALLED NUMBER
is displayed.
ANSWERED LINEXXX
CALLED NAME
ANSWERED LINEXXX
After you answer the call,
QUE#000 AGT GP01
the LCD displays the
ANSWERED LINEXXX
information shown on the
right.
Notes
If Auto Answer with zip tone is enabled, a zip tone
(a short burst of dial tone) is heard and the call is
connected (see "ACD Call Pickup" on Page 14).
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Features
ACD Call
If you are on a [DN] or CO Line when the ACD
Call line rings or attempts auto answer with zip
tone, the ACD call rings and the ring is muted.
The 6SNU and 0LF functions are automatically
turned on, and the LCD displays ACD call status
information.
If you use a headset, the 6SNU and 0LF functions are
turned off (see "ACD Call Pickup" on Page 14).
The duration of each call is
QUE#000 AGT GP01
displayed every 15 or 60
HH:MM:SS
seconds (determined by
system programming) after
you have answered the call.
To view Queue Status instead of name/number

Press 3DJH (LCD button) four times.
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Features
ACD Call Pickup
ACD Call Pickup
You can pick up an ACD call ringing at another Agent's telephone by using your
station's $&' &DOO 3LFNXS button. These calls are detailed in the MIS/SMIS reports.
To use this feature:
Both stations must be in the same ACD Group.
The incoming call must be an ACD call for that group.
The $&' &DOO button must be idle.
Your telephone must be in an available state.
You cannot pick up some types of calls, such as non-ACD calls (internal office calls)
or PBX calls. Another type of pick up button (code) can be provided for these calls.
To pick up an ACD call ringing at another station
Press $&' &DOO
The LCD confirms that the line
QUE#000 AGT GP01
3LFNXS
has been answered. The ACD
ANSWERED LINEXXX
Call LED is on.
...or $&' &DOO +

Note If your telephone is in an
...or, if using a
unavailable mode (LED
standard telephone,
is on), you must press
8QDYDLODEOH before
go off hook and press

you can use $&' &DOO
.
3LFNXS.
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Features
ACD Help
ACD Help
You can call your Supervisor for assistance during an ACD call by pressing the $&'
+HOS button. ACD Help does not apply to PBX or non-ACD calls. This button
enables you to:
Talk to your Supervisor while the ACD call is on hold.
Establish a three-way conversation with your Supervisor and the ACD caller.
Drop out of the three-way ACD call while your Supervisor and the ACD caller
remain connected.
To call your Supervisor for help
1. Press $&' +HOS
The call is automatically placed
HOLD LINE 5
on consultation-hold and your
...or &QI7UQ and
SUPRVSR ASSIST
Supervisor's telephone rings.

Your LCD displays the held
...or, if using a
line number and the SUPRVSR
standard telephone,
ASSIST message.
hookflash and press
HELP appears on your
.
Supervisor's LCD.
When your Supervisor answers
the Help call, you can talk to
the Supervisor and the ACD
Call remains on consultation-
hold.
Note If your Supervisor is not logged in, this feature
is not available. If the Supervisor's telephone is
busy or is in monitor mode, your Help call
overrides and rings your Supervisor's telephone.
2. Press &RQI7UQ
You and your Supervisor are connected to the caller.
...or hang up
Your Supervisor and the ACD caller are connected.
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Features
End After Call Work
...or press $&' &DOO.
Your Supervisor's telephone receives a busy tone. You
and the ACD caller are connected without the
Supervisor.
To override your Supervisor's DND
1. Press $&' +HOS
The ACD call is automatically placed on
consultation-hold. You receive DND busy tone.
...or &QI7UQ and

Note You must have the DND Override option to
override the DND feature.
...or hookflash and
press .
2. Press .
The DND is overridden and the Supervisor's LCD
displays HELP.
3. After the Supervisor
You and your Supervisor are connected to the ACD
answers, press &RQI
caller. The LCD displays the line number in use.
7UQ
...or hang up
Supervisor and ACD caller are connected.
...or press $&' &DOO.
Your Supervisor's telephone receives a busy tone. You
and the ACD caller are connected without the
Supervisor.
End After Call Work
When you have completed an ACD call, your telephone automatically enters After
Call Work mode. This is a pre-defined mode with a time limit that enables you to
process paperwork or complete items related to your last ACD call without
interruption. ACD calls are routed to you again when the After Call Work time limit
expires or you end it.
When you have completed your paperwork, you can end the After Call Work time
period by pressing (QG $IWHU &DOO :RUN or making/receiving a non-ACD call.
You can make/receive PBX calls during the After Call Work time period.
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Features
End After Call Work
To automatically activate After Call Work
Complete your ACD
The After Call Work time
151
call.
remaining is displayed in
00 : 00 : 04
one-second increments.
To automatically deactivate After Call Work
Make/receive a PBX
After Call Work is
QUE#000 AGT GP01
call
automatically deactivated and
JUL 27 TUE 02:27
your LCD displays your queue
...or a non-ACD call.
and agent group number, date,
day of the week, and the time.
To end the After Call Work time period
Press (QG $IWHU
After Call Work is deactivated
QUE#000 AGT GP01
&DOO :RUN
by you.
JUL 27 TUE 02:27
...or a [DN] + 6SNU
Your LCD displays the queue
number, agent group, date, day
...or go off hook, then
of the week, and the time.
on hook.
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Features
Transferring Calls to an ACD Group
Transferring Calls to an ACD Group
Calls answered from a station or attendant console can be transferred to an ACD
Group, a specific Agent, or your Supervisor.
Press &QI7UQ +
The call is transferred to the designated group.
+ <<
YY = ACD Group number (01~16).
...or, for single-line
Notes
phones, hookflash
and press +
If no Agent is logged in or available, the call
<<.
routes to the group's after-shift or queue-overflow-
point destination as assigned in system
programming.
If all Agents in the "transferred to" ACD Group
are busy, the call is placed at the end of the group's
queue and routed as a normal incoming ACD call
in the queue.
After dialing the last digit of the ACD Group
number, the call is disconnected from the
transferring station.
To transfer a call to another Agent or Supervisor
Press &QI7UQ +
Notes
Agent or Supervisor
Transferring a call to the Supervisor's or another
[PDN] or [PhDN]
Agent's [PDN] in your group works just like a
...or, if you have a
regular, non-ACD call transfer. These calls are not
standard telephone,
tracked for MIS purposes.
hookflash and enter the
Calls transferred to an Agent's ACD Call [PhDN]
Agent or Supervisor
directory number are tracked as PBX calls for MIS
[PDN] or [PhDN].
purposes.
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Features
Unavailable
Unavailable
This feature enables temporary unavailability for ACD calls without logging out. You
can use this feature for breaks, such as lunch and coffee breaks, and extended times
away from your telephone. To enter the Unavailable mode:
You must be logged in to the ACD Group.
The station must be idle or you can be talking on a non-ACD or PBX call.
To use Unavailable
Press 8QDYDLODEOH
The Unavailable LED light is steady. If the
Unavailable LED flashes, calls are still in the queue
...or $&' &DOO +
and you are the only available Agent in the group.

When calls in the queue are cleared, Unavailable is
...or, if you have a
activated and the Unavailable LED lights steady.
standard telephone,
Notes
go off hook and press

If you are on an ACD call when you press
.
8QDYDLODEOH, the Unavailable LED flashes and
puts you in the Unavailable pending mode. When
the ACD call ends, Unavailable mode is activated
automatically.
If two successive ACD calls are not answered at
your telephone, your telephone automatically goes
into Unavailable mode.
To cancel Unavailable mode
Press 8QDYDLODEOH
When the Unavailable LED goes off, the station is
returned to available status.
...or, if you have a
standard telephone,
go off hook, and press
.
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Features
Work Unit
Work Unit
The Work Unit feature enables tracking of ACD calls by assigning Work Unit codes.
The tracking is useful, because of the information that can be collected, for example,
response to sales campaigns, calls from a particular area, etc.
The coded information is recorded by Management Information Systems (MIS) or
Software Management Information Systems (SMIS) (if the system is equipped with
MIS or SMIS) and sent to the system Station Message Detail Report (SMDR) for
printing.
Work Unit codes must be entered correctly for proper registration. If you only enter
one digit, and the code is two digits, the call is not registered until you have recorded
the second digit. You are not allowed to re-enter a code to correct an inaccurate entry
until the correct number of digits has been entered even if they are incorrect.
Multiple Work Units can be entered for the same call, but only the last code entered is
the one registered in the system SMDR report. Only the current code is shown on the
SMIS and MIS displays, but all of the entered codes are listed on the SMIS and MIS
reports.
Work Units are not registered on PBX or non-ACD calls.
To enter a Work Unit code
1. Press :RUN 8QLW
You are prompted to enter
QUE#000 AGT GP01
the Work Unit code.
...or &QI7UQ and
ENTER STRK DIAL

Conversation is not
interruped and the Work
...or, if you have a
Unit LED does not turn
standard telephone,
on.
hookflash and press

This feature works only
.
during an ACD call.
2. Enter the Work Unit
The digits are displayed on the LCD as entered, and
digits.
the LCD returns to a normal display after the last digit
is entered.
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Access Codes
This appendix provides a list of feature/button names and the corresponding access
code sequences. If your telephone does not have the ACD feature buttons shown in the
left hand column, you can enter the access code sequence to perform the same
function (see Table 4).
Toshiba proprietary telephones must have an $&' &DOO button to log into an ACD
Group and receive ACD calls and originate/receive PBX calls. Standard telephones do
not require an $&' &DOO button; ACD and PBX calls are made/received on a standard
telephone [PDN].
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Features
Work Unit
Table 4
ACD Feature Access Codes
Features
Access Code Sequence
ACD Call Pickup
$&' &DOO1 + 3
ACD Help
&QI7UQ2 + 3
End After Call Work
$&' &DOO1 (Off-hook/On-hook)
Log In/Out
$&' &DOO1 + 3 + ;;;;4
Transfer to ACD Group (Speed Dial Button)
&QI7UQ2 + 3<<5
Unavailable
$&' &DOO1 + 3
Work Unit
&QI7UQ2 + 3
1 The $&' &DOO button can be any [PhDN] button that appears only on the Agent telephone. If using a
standard telephone, go off-hook and dial the access code after receiving an internal dial tone.
3 If using a standard telephone, hook-flash (1/2 second on/off hook) and dial the access code after
receiving internal dial tone.
4 For rotary telephones, dial instead of .
5 XXXX = Agent ID code.
6 YY = ACD Group (01~16 on large systems and 01~08 on small systems).
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Index
A
Agent Log In, 5
about this book
Agent Telephone Status
Conventions, iv
After Call, 7
conventions, iv
Available, 7
How to Use, iv
Log Out, 7
Introduction, iii
PBX CALL, 7
Organization, iii
Talk, 7
Related Documents, v
Unavailable, 7
Access Codes, 21
answer
ACD
ACD call, 12
call, 4, 10, 13, 19
Auto Answer with zip tone, 12
Group, 6, 10, 19, 21
Auto Answer with Zip Tone, 5
Help, 4, 5, 15, 22
B
picking up call ringing at another
station, 14
buttons
Pickup, 4, 22
fixed
queue, 10
Cnf/Trn, 3, 15
After Call Work
Definitions, 3
automatically activate, 17
Hold, 3
automatically deactivate, 17
Mic, 3, 13
end the time period, 17
Msg, 3
Agent Calls
Redial, 3
ACD, 6
spkr, 13
non-ACD, 6
volume, 3
PBX, 6
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Index
C ~ L
flexible
Call Pickup, 5, 14
ACD Call, 4
Help, 15
ACD Call Pickup, 4
Agent Calls, 6
ACD Help, 4
Agent Telephone Status, 7
Definitions, 4
Auto Answer with Zip Tone, 11
End After Call Work, 4
End After Call Work, 16
End After Call Work Time, 4
Interaction, 6
Log In/Out, 4
Log Out
Release, 4
Unavailable, 5
Speed Dial, 4
Logging In/Out, 8
Transfer to ACD Group, 4
Placing Calls on Hold, 7
Unavailable, 4
Queue Status, 13
Work Unit, 4
Transfer to ACD Group, 5
volume control, 3
Unavailable, 5, 19
Work Unit, 20
C
called number, 12
H
calling number, 12
Help
cancel Unavailable mode, 19
call your Supervisor, 15
Cnf/Trn, 20, 22
override your Supervisor's DND, 16
CO Line, 13
I
E
internal dial tone, 22
End After Call Work Time, 5, 22
enter a Work Unit code, 20
L
Executive Override, 6
Log In/Out, 5, 11, 22
Agent ID, 8
F
cancel, 10
Feature Interaction
Log Out
Call Forwarding, 6
After Shift destination, 10
Message and Display, 6
Last Active Agent, 11
Station Do Not Disturb, 6
Pending, 5, 10, 11
Features, 5
Logging, 8
ACD
call, 5
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Index
M ~ W
M
Transfer to ACD Group (Speed Dial
Management Information Systems
Button), 22
(MIS), 20
Transfer to ACD Group Cnf/Trn, 18
Multiple Work Units, 20
U
O
Unavailable, 22
Off-hook/On-hook, 22
V
P
view Queue Status, 13
Placing Calls on Hold, 7
volume, 3
R
W
reports
Work Unit, 5, 22
MIS, 18
MIS and SMIS, 14
rotary telephones, 22
S
Software Management Information Systems
(SMIS), 20
Speed Dial, 22
standard rotary dial, 11
standard telephone, 22
Station Message Detail Report (SMDR), 20
T
The Grand Tour
ACD Group Agent, 1
buttons
fixed, 3
flexible, 4
soft keys, 4
touch-tone dial pad, 11
transfer a call to an Agent or Supervisor, 18
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Document Outline

Back to Home Page
Title Page
Publication Information
Contents
Introduction
Chapter 1 - The Grand Tour
Chapter 2 - Features
Access Codes
Index
- A
- B
- C
- E
- F
- H
- I
- L
- M
- O
- P
- R
- S
- T
- U
- V
- W
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