Toshiba Telephone Digital Business Telephone Solutions User Manual

Telecommunications Division  
TOSHIBA  
Digital Business Telephone Solutions  
ACD Supervisor Guide  
Release 2  
November 2001  
 
Chapter 1 The Grand Tour  
ACD Group Supervisor ................................................................................................................... 1  
Agent Telephone Status .................................................................................................................. 9  
Agent Assistance ........................................................................................................................... 10  
Logging In/Out .............................................................................................................................. 11  
Supervisor Log In/Out .............................................................................................................. 11  
Agent Log In/Out ..................................................................................................................... 12  
Agent/Queue Status .................................................................................................................. 13  
Call Monitoring ............................................................................................................................. 16  
End of ACD Shift .......................................................................................................................... 18  
Strata CT ACD Supervisor November 2001  
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New Shift .................................................................................................................................. 18  
Night Transfer Lock ................................................................................................................. 20  
Reset Queue Alarm ....................................................................................................................... 21  
Supervisor Auto Log In ................................................................................................................. 22  
Transfer to ACD Group ................................................................................................................ 22  
Appendix C ................................................................................................................................... 23  
Access Codes ................................................................................................................................ 23  
Notes to Users .............................................................................................................................. 25  
Index ............................................................................................................................................... 31  
Strata CT ACD Supervisor November 2001  
ii  
 
Introduction  
This guide is designed to provide instructions for the ACD Supervisor regarding the use of Automatic  
Call Distribution (ACD) on Toshiba’s Strata CT system. It provides step-by-step instructions on how  
to use the ACD Supervisor features. This guide does not provide instructions for the ACD Agent  
features. See the Strata CT ACD Agent Guide for information about those telephone procedures.  
Organisation  
This user guide is divided as follows:  
o
Chapter 1 – The Grand Tour describes each available ACD Supervisor feature button.  
o
Chapter 2 – Features provides a description and step-by-step operational procedure for each  
individual ACD Supervisor feature.  
o
o
Appendix provides instructions for programming a sequence of steps or access codes to the  
feature buttons.  
Notes to Users contains an overview of Safety Approval and EMC Compliance details.  
Strata CT ACD Supervisor November 2001  
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Organisation  
Introduction  
Conventions  
Conventions  
Description  
Elaborates specific items or references other information. Within some tables, general  
notes apply to the entire table and numbered notes apply to specific items.  
Note  
Important!  
CAUTION!  
WARNING!  
[DN]  
Calls attention to important instructions or information.  
Advises you that hardware, software applications, or data could be damaged if the  
instructions are not followed closely.  
Alerts you when the given task could cause personal injury or death.  
Represents any Directory Number button, also known as an extension or intercom  
number.  
Represents any Primary Directory Number button (the extension number for the  
telephone). An extra appearance of the PDN on the same phone is not considered as a  
SDN.  
[PDN]  
Represents any Secondary appearance of a PDN. A PDN which appears on another  
telephone is considered an SDN.  
[SDN]  
[PhDN]  
Represents any Phantom Directory Number button (an additional DN).  
Represents telephone buttons.  
Arial Bold  
Shows a multiple PC keyboard or phone button entry. Entries without spaces between  
them show a simultaneous entry. Example: Esc+Enter. Entries with spaces between  
them show a sequential entry. Example: # + 5.  
Plus (+)  
Tilde (~)  
Means “through.” Example: 200~220 station range.  
Denotes the step in a one-step procedure.  
Denotes a procedure.  
Grey words within the printed text denote cross-references. In the electronic version of  
this document (Strata CT Library CD-ROM), cross-references appear in blue hypertext.  
See Figure 10  
Action/Response  
The left column gives you single or numbered  
steps that you need to perform a procedure. These  
steps apply to both mouse or keyboard use.  
The right column gives the immediate response to your  
action. This column also includes additional notes and  
comments.  
iv  
Strata CT ACD Supervisor November 2001  
 
   
Introduction  
Related Documents/Media  
Related Documents/Media  
Note Some documents listed here may appear in different versions on the CD-ROM or in print. To  
find the most current version, check the version/date in the Publication Information on the  
back of the document’s title page.  
Refer to the appropriate user guide for information on your telephone's non-ACD features. The  
following user guides are available for Strata CT telephones:  
o
Strata CT General Description provides a system overview including hardware and feature  
information.  
o
Strata CT System Administrator Guide gives instructions for the System Administrator to  
manage the system. Contains instructions for Station Relocation, System Speed Dial, and other  
features only activated by the System Administrator.  
o
Strata CT Digital Telephone User Guide provides all the procedures necessary to operate  
Toshiba-proprietary digital telephones, including Single Line Digital Telephone Liquid Crystal  
Display (LCD) features. It also includes instructions for using the add-on module/DSS console.  
o
o
Strata CT Digital Telephone Quick Reference Guide provides a quick reference for frequently-  
used digital telephone features.  
Strata CT Electronic Telephone User Guide explains all the procedures necessary to operate  
Toshiba-proprietary electronic telephones, including all LCD features. It also includes  
instructions for using the electronic DSS console.  
o
o
o
o
Strata CT Electronic Telephone Quick Reference Guide provides a quick reference for  
frequently-used electronic telephone features.  
Strata CT Standard Telephone User Guide explains all the procedures necessary to operate  
rotary dial and push-button standard telephones.  
Strata CT ACD Agent User Guide describes the ACD agent feature operation along with step-  
by-step procedures for using features.  
Strata Technical Library CD-ROM enables you to view, print, navigate and search publications  
for Strata DK40 and Strata CT digital business telephone systems. It also includes Strata CT ACD  
Documentation, including the ACD Agent Guide and ACD Supervisors Guide. ACD Installation  
and Programming instructions are included in the Strata CT Installation and Maintenance  
Manual and the Strata CT Programming Manual.  
Strata CT ACD Supervisor November 2001  
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Related Documents/Media  
Introduction  
vi  
Strata CT ACD Supervisor November 2001  
 
The Grand Tour  
1
Companies that receive a large volume of incoming calls can handle them quickly and easily with the  
Automatic Call Distribution (ACD) features available on Toshiba’s Strata CT system. Designated  
incoming calls bypass the operator and go directly to an answering pool of ACD Agents. From there,  
calls are evenly distributed to individual Agents.  
ACD Group Supervisor  
As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba proprietary  
digital telephone 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, Agent Status and/or Queue Status can be programmed for one-touch access using  
Speed Dial (SD) 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, Reset Queue  
Alarm which signals you when too many calls are waiting in queue and Monitor ACD Call 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 CT ACD Supervisor November 2001  
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ACD Group Supervisor  
The Grand Tour  
If your telephone does not have the ACD Supervisor feature buttons shown in the right-hand column  
of the telephone keystrip in Figure 1, you can enter an access code sequence to perform the same  
function (see Table 4 on 24).  
Important! A Supervisor Telephone cannot be a standard telephone (SLT).  
Liquid Crystal Display  
(LCD) Shows ACD  
Information  
Mode  
Page  
Scroll  
Do Not  
Disturb  
Speed  
Dial  
Night  
Transfer  
End of  
ACD Shift  
Monitor  
ACD Call  
NT Lock  
Shaded buttons are  
specific to  
ACD Supervisor.  
Reset  
Queue Alarm  
Log In/Out  
The Agent/Queue  
Status button  
sequence is stored  
on Speed Dial  
buttons  
ACD Call  
Pickup  
Queue  
Status  
Agent  
Status  
Work  
Unit  
for One-touch  
Access.  
Transfer to  
Unavailable ACD Grp  
Supvr Auto  
Log in  
End After  
Call Work  
[PDN]  
207-2  
ACD  
Help  
[PDN] = Primary  
Directory Number  
button (usually on  
the Extension  
ACD  
[PDN]  
Call (PhDN) 207-1  
Number of your  
telephone).  
There can be up to  
four [PDNs] on a  
telephone.  
In this example,  
Agent buttons are  
on the left,  
Supervisor buttons are on  
the right.  
0139  
Figure 1  
ACD Supervisor Digital LCD Telephone  
2
Strata CT ACD Supervisor November 2001  
 
 
The Grand Tour  
Buttons  
Buttons  
There are two sets of buttons: fixed and flexible. The fixed buttons (e.g., Mic, Msg, Redial, Hold,  
Conf/Trn, VolL, and VolM) are standard to every Strata CT 2000 & 2500-series telephone (see  
Figure 1). The flexible buttons consist of Directory Number and ACD feature buttons. The number of  
pre-programmed flexible buttons varies by telephone.  
Fixed Buttons  
The fixed buttons are located on your dial pad and enable you to perform standard functions quickly  
and easily. These buttons are explained in Table 1.  
Table 1  
Fixed Button Definitions  
Button  
Definition  
Sets up conference and transfer calls.  
Cnf/Trn  
(Conference/Transfer)  
Hold  
Holds internal or outside calls. The Line LED flashes green at the internal hold rate.  
Mic  
Toggles the microphone ON/OFF while the telephone is in use. The LED indicates  
the status of the microphone.  
(Microphone)  
Msg  
Calls back the station or voice mail device that activated the LED.  
(Message)  
Dials the number that you originally called (use the same [DN] or Line that you used  
to dial the original number).  
Redial  
Spkr  
Toggles the speaker ON/OFF. The LED indicates the status of the speaker.  
Adjusts volume levels.  
(Speaker)  
VolL  
VolM  
Strata CT ACD Supervisor November 2001  
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Buttons  
The Grand Tour  
Flexible Buttons  
The buttons described in Table 2 are specific to the ACD Supervisor’s telephone (also see examples in  
Figure 1).  
Table 2  
Flexible Button Definitions  
Button  
Definition  
Picks up ACD calls ringing at any Agent’s telephone in the same group. The calls  
are no longer registered as an ACD call.  
ACD Call Pickup  
Agent Status  
Displays the status of Agents in a particular ACD Group. Use Scroll to step through  
the status of agents in the group.*  
End of ACD Shift  
Activates the after-shift service of an ACD Group and directs all new incoming ACD  
calls to a pre-assigned destination.  
Monitor ACD Call  
Monitors (listens to) an ACD call.  
Night Transfer/NT Lock  
Routes incoming calls to/from an ACD group during different times of the day. These  
buttons are not always needed by ACD Supervisors.  
Queue Status  
Displays how many calls are waiting in the queue for a particular ACD Group and  
how long each call has been waiting.*  
Reset Queue Alarm  
Supvr Auto Log In  
Resets the queue alarm and its timer.  
Enables you to automatically log into the ACD Group as a Supervisor.*  
Transfers Exchange line calls (non-ACD or ACD) into an ACD Group.*  
Transfer to ACD Group  
*
Must be programmed using SD buttons for one-touch access. (See Appendix A 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 CT ACD Supervisor November 2001  
 
                   
The Grand Tour  
Soft Keys  
Directory Number [DN] Buttons  
The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer calls and are  
known as your extension or intercom number. You can have multiple [DN] buttons on your telephone  
(Figure 1), including [DNs] belonging to another telephone, [SDNs].  
If you have an LCD telephone, you can find out the actual Directory Number  
of a [DN] button by pressing the [DN] you want to display and dialling  
DN = 210  
#407. The number (210) displays.  
Table 3  
Directory Button Definitions  
Button  
Definition  
Your specific extension or intercom number used to make or receive calls. Your  
telephone can have up to four [PDN] buttons with your number. You can set Call  
Forward and Voice Mail ID code for your [PDN].  
[PDN]  
Primary Directory Number  
[SDN]  
This number is a [PDN] of another telephone which appears on your telephone. You  
cannot set Call Forward and Voice Mail ID code for [SDNs] on your telephone.  
Secondary Directory Number  
Up to eight [PhDNs] can be dedicated to a station or shared by a group of stations.  
One example of a [PhDN] use is when the [PhDN] is a common phone number for an  
entire department, ringing on all of the telephones of the group when it is called.  
[PhDN]  
Phantom Directory Number  
You can only set Call Forward and Voice Mail ID code for [PhDNs] that are owned by  
your telephone.  
You can have a separate Msg 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 CT Digital Telephone User Guide for more information on Soft Keys.  
Strata CT ACD Supervisor November 2001  
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Soft Keys  
The Grand Tour  
6
Strata CT ACD Supervisor November 2001  
 
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:  
o
o
o
o
o
o
o
o
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 CT ACD Agent Guide.  
Strata CT ACD Supervisor November 2001  
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Feature Interaction  
Features  
Feature Interaction  
Strata CT provides the ACD features from system-resident software. Some station features are  
changed when a station is activated as an ACD Agent or Supervisor. Standard station capabilities are  
determined by your station class of service. You can still use the standard station buttons: Cnf/Trn,  
Hold, Redial, Mic, Msg, and Spkr.  
The features listed below are affected when your station is logged in as Supervisor:  
o
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.  
o
o
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.  
o
o
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 ACD Call button before it can function as  
an Agent telephone.  
8
Strata CT ACD Supervisor November 2001  
 
             
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.  
o
o
o
Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and non-ACD or PBX  
calls to other [DNs] can be made and received.  
Unavailable – Your Agent is unavailable to take ACD calls when Unavailable has been  
activated, or when the 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.  
o
o
o
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 CO Line 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 CO Line buttons. The Agent cannot receive ACD  
calls.  
For more information, see “Agent/Queue Status” on Page 13.  
Strata CT ACD Supervisor November 2001  
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Agent Assistance  
Features  
Agent Assistance  
An Agent in your ACD Group can call you for assistance by pressing the ACD Help button on their  
station. ACD Help rings the Supervisor’s [PDN] and takes priority over other ACD calls/functions  
and, in some cases, the Agent can override your Do Not Disturb (DND) setting (if assigned in  
programming). The ACD Help feature enables you to talk to the:  
o
Agent with the ACD call on hold.  
o
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 Cnf/Trn 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 [PDN]. The [PDN] LED is on. Your LCD displays the  
QUE# 000 SUP GP01  
HELP! AGT XXXX  
message on the right.  
XXXX = ID number of the Agent requesting help.  
On the Agent’s telephone, the ACD call is  
automatically placed on consultation-hold.  
Notes  
G
Your telephone can be equipped with up to four [PDN] buttons to accommodate ACD Help calls  
while busy on another call.  
G
If your telephone is in the DND mode when an Agent presses ACD Help, the Agent receives  
DND busy tone. If the Agent’s telephone has been programmed to allow DND Override (system  
option), the Agent can dial 2 to override your DND. Call Monitor cancels after answering an  
ACD Help call.  
G
G
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.  
10  
Strata CT ACD Supervisor November 2001  
 
         
Features  
Logging In/Out  
Logging In/Out  
You can log in and out as an ACD Supervisor or Agent by entering ID codes at your station. Your  
telephone can only be logged in as an Agent or Supervisor, but not both. If you log in as an Agent,  
your station is available for incoming ACD calls. You must log in as an ACD Supervisor to access to  
your Supervisor features.  
Supervisor Log In/Out  
1. Press Log In/Out  
The Log In/Out LED flashes red,  
and the LCD prompts you for your  
ID code.  
NO. 203  
ENTER ID CODE  
...or [PDN] + #4031.  
2. Enter your Supervisor ID code  
The Log In/Out LED lights steady red, or you hear a one-second  
burst of dial tone if you used the [PDN] + #4031 log in  
method.  
and press Spkr  
...or hang up if you used [PDN]  
+ #4031.  
Note A fast busy tone means that your log in was  
unsuccessful, and the LCD displays LOG IN ERROR.  
Repeat Step 1.  
The successful log is displayed on  
QUE#YYY SUP GPXX  
your LCD (shown on the right).  
JUN 16 WED 02:27  
YYY = Number of calls in the queue  
XX = Number of the ACD Group (01~16)  
Strata CT ACD Supervisor November 2001  
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Logging In/Out  
Features  
You can program an SD button as your Supvr Auto Log In for one-touch dialling of the sequence  
outlined above see “Supervisor Auto Log In” on Page 22. The SD button should be labeled as Supvr  
Auto Log In.  
To cancel Supervisor log in  
Press Log In/Out at any time.  
To log out (Supervisor)  
To begin your log out, the Log In/Out LED must be steady red. All Supervisor feature buttons  
(Monitor Agent, Queue Status, etc.) are deactivated after you log out. However, if 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 Log In/Out  
The Log In/Out LED turns off.  
...or [PDN] + #4031, then hang up.  
Note Log In/Out only works during an idle or non-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 ACD Call button to act as an Agent.  
1. Press ACD Call, then Log In/ The ACD Call LED is steady green, the  
NO. 203  
ENTER ID CODE  
Out  
Log In/Out LED flashes red, and the  
LCD prompts you to enter an ID code.  
…or ACD Call + #4031.  
12  
Strata CT ACD Supervisor November 2001  
 
   
Features  
Logging In/Out  
2. Enter your four-digit Agent ID A one-second burst of dial tone  
QUE# YYY AGT GPXX  
JUN 16 WED 02:27  
code.  
confirms 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 Log In/Out at any time.  
To log out (Agent)  
Press Log In/Out  
The Log In/Out LED turns off.  
...or [PDN] + #4031 and hang up. Note Log In/Out only works during an idle or 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 ACD Call 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.  
You can conveniently program an SD button to provide one-touch access for monitoring Agents or  
the Queue (also see “Access Codes” on Page 23).  
Strata CT ACD Supervisor November 2001  
13  
 
   
Logging In/Out  
Features  
To monitor Agent Status  
1. Press Agent Status  
The number of agents logged in is  
displayed.  
NUMBER OF AGENTS  
LOGGED IN : YYY  
YYY = Number of Agents logged in  
…or [PDN] + #405 + XX.  
XX = ACD Group Number (01~16 for large systems and 01~08  
for small systems)  
2. Press Scroll.  
The agent’s status is displayed.  
ID XXXX/NO. WWWW  
STAT : ZZZZZZZZZZZZZ  
XXXX = Agent ID Number  
WWWW = Agent telephone [PDN]  
Z~Z = Agent Status, which can be:  
o
o
o
o
o
o
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  
o
If the Agent’s status changes, the LCD changes to reflect  
the new status.  
o
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 CT ACD Supervisor November 2001  
 
 
Features  
Logging In/Out  
To view the status of another ACD group  
Press [PDN] + #405 + XX (ACD Group number).  
To monitor Queue Status  
1. Press Queue Status  
The number of calls waiting in the  
queue displays.  
NUMBER OF CALLS  
IN QUE: XXX  
XXX = Number of calls waiting in the  
queue  
…or [PDN] + #404 + XX.  
XX = ACD Group number (01~16 for large systems and 01~08 for  
small systems)  
2. Press Scroll.  
The first (oldest) call in the queue is  
displayed. The time is updated every 5  
LINE XXX QUEUE  
TIME HH:MM:SS  
seconds.  
HH = Hours  
MM = Minutes  
SS = Seconds  
Each time Scroll is pressed, the next  
oldest call in the queue is shown.  
LINE XXX QUEUE  
TIME HH:MM:SS  
3. Press Scroll.  
A call in the queue is answered by an  
Agent and is displayed on your LCD.  
LINE EXIT QUEUE  
PRESS SCROLL  
...or, if an ACD call  
The CANCEL status is displayed.  
LINE XXX CANCEL  
disconnects while currently  
on your LCD, press Scroll  
TIME 00:00:15  
...or, if an ACD call  
The OVERFLOW status is displayed.  
LINE XXX OVERFLOW  
overflows while displayed  
on your LCD, press Scroll.  
TIME 00:00:15  
Strata CT ACD Supervisor November 2001  
15  
 
 
Call Monitoring  
Features  
To end monitoring  
Press Spkr.  
To program the SD button for one-touch Agent Status  
Do not lift the handset and press  
The SD button is now programmed to monitor Agent Status  
Redial + SD + 405XX + Redial. and should be labelled as Agent Status.  
XX = ACD Group Number (01~16 for large systems and  
01~08 for small systems)  
To program the SD button for one-touch Queue Status  
Do not lift the handset and press The SD button is now programmed to monitor Queue Status  
Redial + SD + 404XX + Redial. and should be labeled as Queue Status.  
XX = ACD Group Number (01~16 for large systems 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 unauthorised use of this and other Supervisor  
features.  
16  
Strata CT ACD Supervisor November 2001  
 
     
Features  
Call Monitoring  
To monitor an ACD call  
Press Monitor ACD Call +  
Dial tone is heard and a [PDN]  
LED lights.  
QUE# 000 SUP GP01  
XXXX  
ENTER AGT ID  
...or [PDN] + #4035 + XXXX. XXXX = Agent ID code  
You hear a short tone every 15  
seconds.  
QUE# 000 SUP GP01  
MONITOR AGT XXXX  
The duration of the call  
(HH:MM:SS) replaces the AGT XXXX  
display 15 or 60 seconds into the  
call.  
QUE# 000 SUP GP01  
MONITOR HH:MM:SS  
If the Agent logs out while being  
monitored, your telephone receives  
a busy tone and the message on the  
right displays on the LCD.  
QUE# 000 SUP GP01  
AGT LOG OUT  
Notes  
G
G
G
If the Agent is not on an ACD call, the one-way, listen-only path is silent.  
Monitor ACD Call 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 Spkr  
…or hang up.  
Call monitoring is also cancelled if you make or answer a telephone call, or the Agent you are  
monitoring presses ACD Help.  
Strata CT ACD Supervisor November 2001  
17  
 
   
End of ACD Shift  
Features  
End of ACD Shift  
You can use End of ACD Shift 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 End of ACD Shift  
The End of ACD Shift LED turns on.  
...or [PDN] + #4039.  
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 End of ACD Shift 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 CT ACD Supervisor November 2001  
 
           
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  
OFF  
Two-Pattern  
OFF  
DAY  
DAY 2  
NIGHT  
FLASH  
ON  
N/A  
ON  
Up to four Night Transfer (Night Transfer) and Tenant Night Transfer (Night Transfer 1~4)  
buttons can be assigned and controlled independently. Check with the System Administrator for any  
additional information.  
To enable/disable Night Transfer  
Press Night Transfer to  
toggle Night Transfer  
The Night Transfer LED is ON if you are programmed for a  
two-ring pattern.  
ON/OFF (two-ring pattern)  
...or, if your system is  
You are in Day2 Mode. The LED indicators for three-ring  
patterns are: Night Mode (LED is ON); Day Mode (LED is  
OFF; and Day2 Mode (LED is flashing).  
programmed for three-ring  
patterns, the LED will flash  
instead. Press Night Transfer,  
again (three-ring pattern), to  
activate Night Mode.  
The Night Transfer LED is ON.  
Strata CT ACD Supervisor November 2001  
19  
 
     
Night Transfer  
Features  
Night Transfer Lock  
The NT Lock 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] + #622X with the  
The LCD prompts you to enter a  
four-digit pass code.  
NO.200  
ENTER PASS CODE  
handset on-hook.  
X = Tenant 1~Tenant 4 Exchange  
line groups  
2. Enter a four-digit password.  
3. Press Redial.  
As you enter the password, the  
digits display on the LCD.  
NO.200  
XXXX  
You hear confirmation tone.  
The password is assigned.  
NO.200  
DATA PROGRAMMED  
4. Hang up.  
NO.200  
JAN 15  
WED 02:00  
To lock Night Transfer  
1. Press NT Lock.  
The NT Lock LED flashes. The  
LCD prompts you to enter your  
password.  
NO.200  
ENTER PASSWORD  
2. Enter your password and press  
YYYY = Password digits  
NO.200  
YYYY  
NT Lock again.  
20  
Strata CT ACD Supervisor November 2001  
 
   
Features  
Reset Queue Alarm  
If the correct password is entered,  
the NT Lock LED remains steady  
red and NT LOCK displays.  
NT LOCK  
WED 02:00  
JAN 15  
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:  
o
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.  
o
Two-layer alarm – a beep tone alerts you when the number of calls in queue exceeds the:  
o
Queue alarm timer -1 and is greater than a preset threshold (interrupted beep tone).  
o
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 Reset Queue Alarm.  
The audible alarm stops, and the alarm-guard timer starts. The  
LED flashes until the alarm is reset.  
Note If the alarm-guard timer is disabled in system  
programming, Reset Queue Alarm functions only  
as an indicator and does not reset the Queue Alarm.  
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.  
Strata CT ACD Supervisor November 2001  
21  
 
         
Supervisor Auto Log In  
Features  
Supervisor Auto Log In  
This feature enables you to log in automatically when you use a one-touch SD button. Supvr Auto  
Log In does not replace Log In/Out on your telephone.  
To program your SD button for one-touch log in  
Press Redial + SD + [PDN] + #4031 + XXXX + Redial (XXXX = Supervisor ID code).  
Transfer to ACD Group  
This feature enables you to transfer Exchange line calls (non-ACD or ACD) to an ACD Group using  
your one-touch SD button.  
To program your SD button for one-touch Transfer to ACD Group  
Press Redial + SD + Cnf/Trn + #406XX + Redial (XX = ACD Group number 01~16 for  
large systems and 01~08 for small systems).  
22  
Strata CT ACD Supervisor November 2001  
 
       
Appendix  
A
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 CT ACD Supervisor November 2001  
23  
 
       
Access Codes  
Features  
Table 4  
Supervisor Access Codes  
Features  
Access Code Sequence  
ACD Call Pickup  
[PDN] + #4036  
Agent Status (Speed Dial Button)  
End of ACD Shift  
[PDN] + #405XX1  
[PDN] + #4039  
Log In/Out (Agent)  
ACD Call2 + #4031 + ZZZZ3  
[PDN] + #4031 + XXXX4  
[PDN] + #4035 + YYYY5  
[PDN] + #404XX  
[PDN] + #4034  
Log In/Out (Supervisor)  
Monitor ACD Call  
*
Queue Status (Speed Dial Button)  
Reset Queue Alarm  
Supvr Auto Log In (Speed Dial Button)  
Transfer to ACD Group (Speed Dial Button)  
[PDN] + #4031 + XXXX4  
Cnf/Trn + #406XX  
*
1. XX = ACD Group Number 01~16 on large systems and 01~08 on small systems.  
2. ACD Call 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 CT ACD Supervisor November 2001  
 
                         
Notes to Users  
Step 1: Safety Approval  
Toshiba Information System (U.K.) Ltd declare that the Strata CT complies with the EEC’s LVD  
directive, (Directive No. 73/23/EEC). The product has been assessed and found to comply with  
EN60950:2000.  
The notes listed below form part of the products compliance with the aforementioned European  
Norm.  
1-1. The system, PCOU/RCOU/RCOS unit, must be earthed. The earth connection must be  
hardwired to a main distribution point. The main cabinet must be earthed.  
1-2. Table A1 below identifies and classifies the ports available on the system:  
Table A1  
Type of Circuit  
(EN60950  
Classification)  
Port Location  
Power Supply  
Port Description  
For connection of external 24 volt batteries.  
For connection of external Music-on-Hold source  
SELV  
BPSU672F  
SELV  
Processor Boards:  
B1CU1F,B2CAU1A,  
B3CAU1A, B5CAU1A  
SELV  
SELV  
TNV3  
TNV3  
TNV3  
PDKU2A  
For connection of Toshiba propriety terminals.  
For connection of Toshiba Visually Handicapped Console terminals.  
For connection of approved 2 wire devices.  
PEKU2F  
RSTU1F  
RSTU3F  
For connection of approved 2 wire devices.  
PCOU2F/PCOUS2F  
For connection to PTO provided Loop Call Unguarded Clear  
exchange lines.  
TNV3  
RCOU3F/RCOS3F  
For connection to PTO provided Loop Call Unguarded Clear  
exchange lines.  
Strata CT ACD Supervisor November 2001  
25  
 
   
Safety Approval  
Notes to Users  
Table A1  
(continued)  
Type of Circuit  
(EN60950  
Classification)  
Port Location  
RBSU2A  
Port Description  
TNV1  
2 Cct ISDN2, (CTR3), Basic Rate I/F. For connection to euro-ISDN  
services.  
TNV1  
RBSU1A  
2 Cct ISDN2, (CTR3), Basic Rate I/F. For connection to euro-ISDN  
services.  
TNV1  
TNV1  
RBSS1A & RBSS2A  
RPTU1F  
2 Cct ISDN2, Basic Rate I/F. For connection to euro-ISDN services.  
1ccts ISDN30, (CTR4), primary rate I/F> For connection to euro-  
ISDN services.  
TNV2  
TNV2  
SELV  
SELV  
PACU2F  
PEMU2F  
PEPU2A  
PIOU2A  
4Cct AC15 Private Circuit I/F, (CTR17). For connection to PTO  
Private Circuit services.  
4Cct AC15 Private Circuit I/F, (CTR17). For connection to PTO  
Private Circuit services.  
Contains various ports for connection of audio paging amplifiers, dry  
relay contacts to control external equipment.  
Contains various ports for connection of audio paging amplifiers, dry  
relay contacts to control external equipment,two RS232 ports for  
connection to PCs or printers.  
SELV  
PIOUS2A  
Contains various ports for connection of audio paging amplifiers, dry  
relay contacts to control external equipment,two RS232 ports for  
connection to PCs or printers.  
SELV  
SELV  
RSIU1A  
RSIS1A  
Serial port board, (1 x V24), for programming/Call Logging.  
Serial port board, (1 x V24), for programming/Call Logging. Fits on  
RSIU1A.  
SELV  
SELV  
RRCU1A  
Optical interface board for connecting remote cabinets.  
Headset ports on any of the range of key telephones.  
EKT and DKT  
Any peripheral apparatus connected to the above ports must have the same EN60950 classification.  
ie.  
o
SELV ports must only be connected to SELV type ports.  
TNV ports must only be connected to TNV type ports.  
o
1-3. The system must hardwired into a switched fused spur, this spur must be installed in  
accordance with 16th edition of the IEE wiring regulations, aka BS7671:1992.  
1-4. Environmental Installation details.  
26  
Strata CT ACD Supervisor November 2001  
 
Notes to Users  
EMC Compliance  
The Strata CT is designed to work within the following environmental conditions:  
o
Operating temperature 0oC to 40oC  
Humidity 20% to 80%  
o
1-5. Lithium Batteries  
Warning!  
All service personnel are informed that Lithium type battery cells are fitted to the  
following units - B1CU1F, B2CAU1A, B2CBU1F, B3CAU1A, B3CB1F, B5CAU1A, B5CBU1F.  
In accordance with safety requirements you are advised that in the event of these cells  
going faulty, the entire unit must be returned to Toshiba Information Systems for correct  
disposal. Under no circumstances must the cells be removed or replaced.  
Step 2: EMC Compliance  
Toshiba Information Systems (U.K.) Ltd declare that the Strata CT complies with the EEC’s EMC  
directive, Directive No. 89/366/EEC as amended by directive 92/31/EEC. The product has been  
assessed and found to comply with the following generic standards, in the present absence of any  
product specific standards:  
o
EN55022:1998, (Emissions)  
EN52024:1998 (Immunity)  
o
The notes listed below form part of the products’ compliance with the aforementioned European  
Norm.  
To ensure EMC compliance the system must installed in accordance with the instructions in the  
“Installation and Maintenance” manual. In order to maintain compliance any shielded cables supplied  
and/or ferrite suppression cores must be used.  
Equipment details  
Base Cabinet Dimensions:  
Expansion Cabinet Dimensions:  
Height - 296mm  
Width - 672mm  
Depth - 270mm  
Height - 254mm  
Width - 672mm  
Depth - 270mm  
Weight - 14.1kg (fully equipped)  
Weight - 14.1kg (fully equipped)  
Warning!  
This is a Class A product. In a domestic environment this Product may cause radio  
interference in which case the User may be required to take adequate measures  
Strata CT ACD Supervisor November 2001  
27  
 
Type Approval  
Notes to Users  
Step 3: Type Approval  
Toshiba Information Systems (UK), Ltd, (TIU), hereby declares that the Strata CT product complies  
with the requirements of the EC Directive 1999/5/EC, (aka Radio & Telecommunications Terminal  
Equipment directive). A manufacture’s Declaration under this Directive allows connection to the  
relevant Public Network Services and the right to place the Product on the market.  
The Strata CT is classified as “Call Routing Apparatus” it is intended to be connected to the various  
Public Telecommunications Network Services for the purpose of generating and terminating “calls”.  
Table A2 below lists the intended purposes of all the system interfaces.  
Table A2  
Interface Type  
Network Service  
Analogue Loop Calling Unguarded Lines  
PCOU2F/RCOU3F/RCOS3F  
RPTU1F  
Euro ISDN30 service. Approved to CTR 4.  
RBSU1A & RBSU2A  
PACU2F  
Euro ISDN2 service. Approved to CTR 3.  
Analogue 4 wire Private Circuits, uses AC15 signalling. Approved to TBR 17.  
Analogue 4 wire Private Circuits, uses DC5 signalling. Approved to TBR 17.  
PEMU2F  
The system must be installed in accordance with BS6701 parts 1 and 2, the latest issue shall apply.  
Toshiba Information Systems claim approval to OFTEL general variation NS/V/1235/P/100020. The  
information contained in this paragraph supports Toshiba’s claim:  
The following features require the interconnection of 2 or more exchange lines.  
o
o
o
o
Multi-party conferencing  
Call Forward External*  
Translation of Un-used Extension numbers*  
DISA*  
*Warning! These features can allow an Incoming callers access to an outgoing exchange line. There is  
an engineering programming parameter which can disable these features. In addition the  
DISA feature can be “password” protected. USERS SHOULD BE AWARE THAT THESE  
FEATURES CAN BE USED FOR FRAUDULENT PURPOSES. Please consult your supplier  
to ensure any necessary security measures are enabled.  
28  
Strata CT ACD Supervisor November 2001  
 
Notes to Users  
Network Planning Information  
Step 4: Network Planning Information  
4-1. Strata CT Tone Plan.  
Table A3 below lists the characteristics of the tones and signals used in Strata CT.  
Table A3  
Tones/Signal to:  
Frequency  
Cadence  
Meaning  
Call on Hold  
Exchange Line  
DKT  
Music On Hold  
N/A  
500/640Hz  
1s On 3s Off  
1s On 3s Off  
1s On 3s Off  
1s On 3s Off  
1s On 3s Off  
I/C PSTN call Opt.1.  
I/C PSTN call Opt.2.  
I/C PSTN call Opt.3.  
I/C PSTN to Busy DKT  
I/C Int call  
Call from D/phone A  
Call from D/phone B  
Call from D/phone B  
Busy/DND Override  
modul.10Hz  
1300/1780Hz  
modul.10Hz  
860/1180Hz  
modul.10Hz  
2000Hz mod by 10Hz 0.6s On 1000Hz/0.6s 800Hz  
500Hz  
1000/800Hz  
1000/800Hz  
660/500  
0.6s On 1000Hz/0.6s On 800Hz  
0.7s On 660Hz/0.7s On 500Hz  
1s On 3s Off  
2000Hz  
2 Wire extns  
20Hz  
1s On 3s Off  
80 or 160mS  
80 or 160mS  
80 or 160mS  
0.9 ON/0.1s Off  
Ring Signal  
DTMF A  
DTMF D  
DTMF B  
MWI Signal  
Voice Mail Answer  
Voice Mail Disconnect  
Voice Mail Recall  
Message Waiting Signal  
Tie Lines  
400Hz  
0.375s On/0.375s Off  
Continuous  
0.4 On/0.2s Off/0.4s On/2s Off  
0.375s On/0.375s Off  
Extension Busy  
Dial Tone  
Ring Tone  
350/440Hz  
400/450Hz  
400HZ  
Delay Busy Tone  
DISA calls  
400Hz  
0.375s On/0.375s Off  
Continuous  
0.4 On/0.2s Off/0.4s On/2s Off  
0.375s On/0.375s Off  
Extension Busy  
Dial Tone  
Ring Tone  
350/440Hz  
4000/450Hz  
400Hz  
Delay Busy Tone  
Internal general  
350/400Hz  
400/450Hz  
400Hz  
400Hz  
400Hz  
Continuous  
Dial Tone  
Ringing Tone  
Extension Tone  
NU/Reorder Tone  
Executive override  
0.4 On/0.2s Off/0.4s On/2s Off  
0.375s On/0.375s Off  
0.375s On/0.375s Off  
1s On  
4-2. System Port to Port losses.  
Strata CT ACD Supervisor November 2001  
29  
 
Network Planning Information  
Notes to Users  
Table A4 below lists the various “typical” transmission gains/losses when inter-connecting the  
various port types.  
Sys Port Type  
PCOU2F  
fm  
RBSU1A  
RPTU1F  
PEMU2F  
PACU2F  
RSTU3F  
to fm  
to  
to  
fm  
to  
fm  
to  
fm  
to  
fm  
PCOU2F/  
RCOU3F/  
RCOS3F  
3.7  
3.7  
1.8  
1.9  
1.8  
1.9  
3.1  
3.2  
-0.7 -1.5  
RPTU1F  
RBSU2A  
PEMU2F  
PACU2F  
RSTU3F  
1.9  
1.8  
1.8  
3.2  
0
0
0
0
1.9  
3.1  
0
0
0
0
1.3  
1.3  
1.3  
1.3  
2.6  
2.6  
-2.0 -2.0  
-0.7 -1.5 -3.4 -2.5 -3.4 -2.5 -2.0 -2.0 -6.0 -6.0  
_0.5 -1.0 -2.4 -2.8 -2.4 -2.8 -1.1 -1.5 -5.9 -6.2 -5.2 -5.2  
-Values indicate a transmission loss.  
4-3. Loudness Rating.  
The table below lists the measured loudness rating of the Toshiba proprietary terminals.  
SLR and RLR @ 0km PSTN. (All values are +/-dB)  
System Port Type  
PDKU2F ITS-A  
RLR  
SLR  
1dB  
6dB  
4dB  
8dB  
PCOU2F/RCOU3F/RCOS3F  
RPTU1F/RBSU1A/TBSU1A  
PEMU2F  
-5dB to -16dB  
2dB to -10dB  
-2dB to -14dB  
0dB to -9dB  
PACU2F  
30  
Strata CT ACD Supervisor November 2001  
 
Index  
A
C
about this book  
Call Forwarding 8  
CnfTrn  
conventions iv  
organisation iii  
ACD group code 24  
related documents v  
access codes 23  
ACD group supervisor 1  
ACD pickup 24  
D
directory number buttons  
[PDN] 5  
[PhDN] 5  
definitions 5  
after call 9  
agent assistance 8  
ACD help button 10  
CnfTrn button 10  
DND mode 10  
agent/queue status 13  
alarm-guard timer 21  
available 9  
Do Not Disturb 8  
E
end of ACD shift 4, 24  
calls waiting in the queue 18  
last Agent of the group 18  
New Shift 18  
Executive Override 8  
B
buttons  
F
Feature Interaction 8  
Features  
Hold 3  
Mic 3  
Agent Assistance 10  
End of ACD Shift 18  
Logging In/Out 11  
volume control 3  
Strata CT ACD Supervisor November 2001  
31  
 
 
Index  
Night Transfer 19  
N
night transfer lock 20  
Reset Queue Alarm 21  
Supervisor Auto Log In 22  
Transfer to ACD Group 22  
night transfer  
NT lock button 4, 20  
ringing (day, day 2, night) 19  
fixed buttons  
P
CnfTrn 3  
Spkr 3  
flexible buttons 4  
Night Transfer/NT Lock 4  
queue status 4  
PBX Call 9  
Phantom [PhDN] buttons 5  
Q
queue status 4, 24  
reset queue alarm 4  
transfer to ACD group 4  
R
reset queue alarm 24  
button 4  
single alarm 21  
two-layer alarm 21  
H
Hold 3  
L
S
log in/out  
soft keys 5  
agent 12, 24  
log out status 9  
supervisor 11, 24  
speed dial  
agent status 16  
queue status 16  
Spkr button 3  
supervisor auto log in 22  
button 4, 24  
M
Message and Display 8  
Mic button 3  
monitor  
T
ACD call 17, 24  
agent status 14  
conference channels 17  
queue status 15  
Talk 9  
transfer to ACD group button 4, 24  
U
unavailable 9  
32  
Strata CT ACD Supervisor November 2001  
 
Index  
V
volume 3  
Strata CT ACD Supervisor November 2001  
33  
 

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