Manuel d'utilisation / d'entretien du produit Digital Business Telephone Solutions du fabricant Toshiba
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November 2001 TOSHIBA Telecommunica tions Division ACD Supervisor Guide Release 2 Digital Business T elephone Solutions.
Publication Informa tion T oshiba Informat ion Systems (UK) Ltd . reserves the right to change any of this info rmation in cluding, but not limited to, pr oduct chara cteristics and op erating sp ecificat ions, without prior notice .
Strata CT ACD Supervisor November 2001 i Contents Introduction Organisation .................................................................................................................. ................. iii Action/Response ......................
Strata CT ACD Supervisor November 2001 ii New Shift .................................................................................................................................. 18 Night Transfer ..................................................
Strata CT ACD Supervisor November 2001 iii Introduction This gui de is de signed to provi de inst ructions for th e ACD Supe rvisor r egard ing the use of Aut omatic Call Dist ributio n (ACD) on T os hiba’ s Strata CT system. It provides s tep-by-s tep in structions on how to use t he ACD Supervis or featur es.
iv Strata CT ACD S upervisor November 2001 Organis ation Introductio n Conventions Action/Respon se Conventions Descript ion Note Elaborate s specif ic items or refe rences ot her info rmation. W ithi n some tabl es, genera l notes appl y to th e entire table and numbered notes appl y to speci fic items.
Strata CT ACD Supervisor November 2001 v Introduct ion Relat ed Do cuments /Media Related Docume nts/Media Note Some documents listed her e may appear in dif ferent ve rsions on th e CD-ROM or in print . T o find the most curre nt versi on, check t he vers ion/date in the Publicatio n Infor mation on the back of t he document’ s title page.
vi Strata CT ACD S upervisor November 2001 Related Docume nts/Media Introduction.
Strata CT ACD Supervisor November 2001 1 The Grand T our 1 Companies tha t receive a lar ge volume of incoming calls ca n handle the m quickly and easi ly with the Automatic Call Distr ibution (ACD) features availabl e on T oshiba’ s Strata CT sy stem.
2 Strata CT ACD S upervisor November 2001 ACD Grou p Supervis or The Grand T our If your t elephone does not hav e the ACD Super visor fea ture but tons sh own in the r ight-han d column of the t elephon e keystri p in Figure 1 , you can e nter an a ccess code sequen ce to perf orm the same functio n (see T able 4 on 24 ).
Strata CT ACD Supervisor November 2001 3 The Grand T our Buttons Buttons There are two sets o f buttons : fixed a nd flexib le. The f ixed butt ons (e.g., Mic , Msg , Redi al , Hold , Conf/ T r n , Vo l ▲ , and Vo l ▼ ) are st andard to every Stra ta CT 200 0 & 2500-seri es tele phone (s ee Figure 1 ) .
4 Strata CT ACD S upervisor November 2001 Buttons Th e Grand T our Flexible Buttons The buttons des cribed in Ta b l e 2 are specific to the ACD Supervisor’ s te lephone (al so see examples in Figure 1 ). * Must be p rogrammed us ing SD butto ns for one-touch access.
Strata CT ACD Supervisor November 2001 5 The Grand T our Soft Keys Directory Number [DN] B uttons The [DN] but tons consi st of: [PDNs] , [SDNs], a nd [PhDNs].
6 Strata CT ACD S upervisor November 2001 Soft Keys Th e Grand T our.
Strata CT ACD Supervisor November 2001 7 Features 2 This chapt er list s the fe atures av ailab le on the ACD Su pervisor telep hone in al phabetica l order beginn ing on Page 13 . Th ese fe atures ca n be perfo rmed on 10- or 20-butt on digita l and elec tronic telephon es.
8 Strata CT ACD S upervisor November 2001 Featur e Interacti on Features Featur e Inter action Strata CT provid es the ACD fea tures fr om system-r esiden t softwar e. Some stat ion feat ures are changed when a sta tion is acti vated as an ACD Agent or Supervi sor .
Strata CT ACD Supervisor November 2001 9 Features Agen t T elephone St atus Agent T eleph one Status ACD Agents can make and r eceive di ff erent typ es of c alls dependi ng upon t he statu s of thei r ACD telephon e. The cu rrent stat us is dis played on your LCD when yo u use yo ur Agent Sta tus feat ure.
10 Strata CT ACD S upervisor November 2001 Agen t Assist ance Features Agent Assista nce An Agent in y our ACD Group can call you for as sistance by pressi ng the ACD H el p button on the ir statio n.
Strata CT ACD Supervisor November 2001 11 Features Loggin g In/O ut Logging In/Ou t Y ou can log in and out as a n ACD Supervis or or Age nt by ente ring ID cod es at your station . Y our telephon e can only be logged i n as an Agent or Supervi sor , but not both.
12 Strata CT ACD S upervisor November 2001 Logging In/O ut Features Y ou can program an SD button as y our Supvr A uto Log In for one-t ouch dial ling of t he sequenc e outline d above see “Super visor Aut o Log In ” on Page 22 . The SD button shou ld be l abeled a s Supvr Auto Log In .
Strata CT ACD Supervisor November 2001 13 Features Loggin g In/O ut Note If the Age nt ID code i s invali d, the te lephone se nds a busy t one, the Log In/Out LED stops flashi ng and turn s of f, and t he LCD displa ys LOG IN ERROR . T r y to log i n again.
14 Strata CT ACD S upervisor November 2001 Logging In/O ut Features ➤ T o monitor Ag ent Status 1. Press Agent S tatus The number of agents l ogged in is displaye d. YYY = Number of Agents l ogged in …o r [PDN] + #405 + XX . XX = ACD Group Number (01~ 16 for l arg e systems and 0 1~08 for s mall sys tems) 2.
Strata CT ACD Supervisor November 2001 15 Features Loggin g In/O ut ➤ T o view the status of ano ther ACD gr oup ➤ Press [PDN] + #405 + XX (ACD Group n umber). ➤ T o monitor Queue Status 1. Press Qu eue Sta tu s The n umber of call s waitin g in th e queue di splays.
16 Strata CT ACD S upervisor November 2001 Call Moni toring Features ➤ T o end monitori ng ➤ Press Spkr . ➤ T o pr ogram the SD butt on for one- touch Agent St atus ➤ T o pr ogram the SD butt .
Strata CT ACD Supervisor November 2001 17 Features C all Monito ring ➤ T o monitor an ACD call Notes ● If the Agen t is not o n an A CD cal l, the o ne-w ay , li sten- only path is s ilent. ● Monitor A CD Call only wor ks when y our telep hone and a [ PDN] are idl e.
18 Strata CT ACD S upervisor November 2001 End of ACD Shif t Fe atures End of ACD Shift Y ou can use End of A CD Shif t to activate an after -shift destinatio n of an ACD Group. The after - shift de stinati on is assigned i n system pr ogramming. Y ou must be l ogged in as a Supervis or to activat e or cancel this feature.
Strata CT ACD Supervisor November 2001 19 Features N ight T ransfer Night T ransfer Incoming c alls to your group can be routed to dif feren t destin ation s, based on either t wo- or three-ca ll routing (ringing ) patt erns whic h are set in system pr ogrammin g.
20 Strata CT ACD S upervisor November 2001 Nigh t T ransfer Features Night T ransfe r Lock The NT L oc k but ton enabl es your te lephone to lock t he system i nto th e “Day , Day 2, or Nig ht” modes. This featur e is ass igned to your telep hone in s ystem prog ramming, h owever , the ACD Group Supervis or can lock the r ing modes.
Strata CT ACD Supervisor November 2001 21 Features Rese t Queue Alarm Reset Queue Alar m During que ue operati on, the numbe r of un answered ACD call s waiting in the queu e, and the a mount of time t he calls have been wai ting is constant ly monitore d by the sy stem.
22 Strata CT ACD S upervisor November 2001 Supervis or Auto Log In Features Supervisor Auto Log In This feat ure enabl es you to l og in aut omaticall y when you use a one-t ouch SD button. Supvr Auto Log In does not repl ace Log I n/O ut on yo ur telephone.
Strata CT ACD Supervisor November 2001 23 Appendix A This appen dix pr ovides a l ist of feat ures and t he cor responding access co de sequ ences. Access Co des If your t elephone does not ha ve the .
24 Strata CT ACD S upervisor November 2001 Access Co des Features T able 4 Supervisor Acce ss Codes Feature s Acce ss Co de Se quenc e ACD Call Pickup [PDN] + #4036 Agent Status (Speed D ial Button) [PDN] + #405XX 1 1. XX = ACD Gr oup Numb er 01~16 on l arge sys tems and 0 1~08 on sm all syst ems.
Strata CT ACD Supervisor November 2001 25 Notes to Users Step 1: Safety Approval T os hiba In form ation S ystem (U.K. ) Ltd d eclar e that the Stra ta CT compl ies wi th the EEC’ s L VD direct ive, (Dire ctive No. 73 /23/EEC). The product ha s been ass essed and f ound to compl y with EN60950:2000 .
26 Strata CT ACD S upervisor November 2001 Safety App roval Notes to Users Any periphe ral appar atus conn ected to the abov e ports mus t have the same EN60950 classif ication. ie. ♦ SEL V por ts must onl y be connect ed to S EL V type ports. ♦ TNV ports must only be co nnected to TNV type port s.
Strata CT ACD Supervisor November 2001 27 Notes to Users EMC Compliance The Strat a CT is desi gned to wor k within the f ollowing e nvironme ntal condi tions: ♦ Operatin g temperat ure 0oC to 40 oC ♦ Humi dity 20% to 80% 1-5.
28 Strata CT ACD S upervisor November 2001 T ype Approval Notes to Users Step 3: T ype App roval T oshiba Inf ormation Sy stems ( UK), Ltd, (TIU) , hereby dec lares t hat the St rata CT product co mplies with the requiremen ts of t he EC Direct ive 1999/ 5/EC, (ak a Radio & T elecommunic ations T erminal Equipment di rectiv e).
Strata CT ACD Supervisor November 2001 29 Notes to Users Network Planning Informa tion Step 4: Network Planning In formation 4-1. Strat a CT T one Plan. T able A3 b elow list s the char acteris tics of the tones and si gnals used in Strat a CT . 4-2. System Por t to Port losses.
30 Strata CT ACD S upervisor November 2001 Network P lanning In formation No tes to Us ers T able A4 be low list s the v arious “t ypical” t ransmiss ion gains/ losses whe n inte r-connec ting the various port types. -V alues i ndicate a transmi ssion los s.
Strata CT ACD Supervisor November 2001 31 Index A about thi s book conven tions iv organisa tion iii relate d documents v access c odes 23 ACD group supe rvisor 1 ACD pickup 24 after c all 9 agent as .
32 Strata CT ACD S upervisor November 2001 Index Night Tran sfer 19 night tr ansfer l ock 20 Reset Queue Alarm 21 Supervis or Auto Lo g In 22 Transfer to ACD Group 22 fixed but tons Cnf ⁄ Trn 3 Spkr.
Strata CT ACD Supervisor November 2001 33 Index V volume 3.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Toshiba Digital Business Telephone Solutions c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Toshiba Digital Business Telephone Solutions - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Toshiba Digital Business Telephone Solutions, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Toshiba Digital Business Telephone Solutions va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Toshiba Digital Business Telephone Solutions, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Toshiba Digital Business Telephone Solutions.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Toshiba Digital Business Telephone Solutions. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Toshiba Digital Business Telephone Solutions ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
