Manuel d'utilisation / d'entretien du produit Strata CT Digital Business Telephone Solutions du fabricant Toshiba
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November 2001 TOSHIBA Telecommunica tions Div ision ACD Supervisor Guide Release 2 Digital Business T elephone Solutions.
Publicatio n Information T oshiba Informat ion System s (UK) Ltd. reserv es the ri ght to change any of this info rmat ion incl uding, but not limite d to, produ ct chara cteristic s and operat ing spec ificat ions, wi thout pri or 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 designed to provi de inst ructions for th e ACD Supervisor regard ing the use of Automatic Call Dist ributio n (ACD) on T os hiba’ s Strata CT system. It provides s tep-b y-step in structi ons on how to use t he ACD Superv isor fea tures.
iv Strata CT ACD S upervisor N ovember 2001 Organis ation Introd uction Conventions Action/Respon se Conventions Descript ion Note Elabora tes speci fic it ems or refe rences ot her info rmation . W ithi n some tabl es, gen eral notes appl y to th e entire table and numbered notes appl y to s pecific items.
Strata CT ACD Supervisor November 2001 v Introduct ion Relat ed Do cuments /Medi a Related Docume nts/Media Note Some documen ts listed her e may appear i n dif ferent ve rsions on th e CD-ROM or in print . T o find the most curre nt versi on, chec k the vers ion/date in the Publicat ion Infor mation on the back of t he document’ s title page.
vi Strata CT ACD S upervisor N ovember 2001 Related Docu ments/Me dia Introduction.
Strata CT ACD Supervisor November 2001 1 The Grand T our 1 Companie s that recei ve a lar ge volume of incomin g calls ca n handle them quick ly and easi ly with the Automatic Call Distr ibution (ACD) featur es availabl e on T oshiba’ s Strata CT sy stem.
2 Strata CT ACD S upervisor N ovember 2001 ACD Grou p Supervis or The Gr and T our If your t elephone does not hav e the ACD Su pervisor feature buttons sh own in the r ight-han d column of the t elephon e keystri p in Figur e 1 , you can e nter an a ccess code sequen ce to pe rform the same funct ion (see T able 4 on 24 ).
Strata CT ACD Supervisor November 2001 3 The Gr and T our Buttons Buttons There are two sets o f butt ons: fix ed and flex ible. The f ixed butt ons (e.g., Mic , Msg , Red ia l , Ho ld , Conf/ T r n , Vo l ▲ , and Vo l ▼ ) are standa rd to ever y Strata CT 2000 & 2500 -series telephone (see Figure 1 ) .
4 Strata CT ACD S upervisor N ovember 2001 Buttons Th e Grand T our Flexible Butto ns The buttons des cribed in Ta b l e 2 are specific to the ACD Supervis or ’ s te lephone (also see exampl es in Figure 1 ). * Must be p rogrammed us ing SD bu ttons for one-touch access.
Strata CT ACD Supervisor November 2001 5 The Gr and T our Soft Keys Directory Numb er [DN] Buttons The [DN] but tons consi st of: [P DNs], [SDNs], a nd [PhDNs].
6 Strata CT ACD S upervisor N ovember 2001 Soft Keys Th e Grand T our.
Strata CT ACD Supervisor November 2001 7 Features 2 This chapt er lists the feature s availab le on the ACD Super visor te lephone in alphabetical o rder begin ning on Page 13 . Th ese feature s can be per formed on 10 - or 20-but ton digi tal and el ectroni c telephon es.
8 Strata CT ACD S upervisor N ovember 2001 Featur e Interacti on Features Feat ure Inter action Strata CT provides the ACD features from syste m-residen t software. Some station feature s are change d when a sta tion is acti vated as an ACD Agent or Supervisor .
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 fferent types of c alls depending u pon the sta t us of th eir ACD telephon e. The current st atus is displa yed on your L C D when you us e your Agent Status feature .
10 Strata CT ACD S upervisor N ovember 2001 Agen t Assi sta nce Features Agent A ssistance An Agent in y our ACD Group can cal l you for assista nce by pres sing the ACD H e l p button on the ir statio n.
Strata CT ACD Supervisor November 2001 11 Features Loggin g In/ Out Logg ing In/Ou t Y ou can log in and out as a n ACD Supervisor o r Agent by e ntering I D codes at y our stat ion. Y our telephon e can only be logged in as an Ag ent or Supe rvisor , but not both.
12 Strata CT ACD S upervisor N ovember 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 “S upervisor Auto Log In” o n Page 22 . The SD butt on should be labeled a s Supvr Auto Log In .
Strata CT ACD Supervisor November 2001 13 Features Loggin g In/ Out Note If the Age nt ID code i s invali d, the te lephone se nds a busy tone, the Log In/ Out LED stops flashi ng and turn s off, an d the LCD disp lays LOG IN ERROR . T ry to log in ag ain.
14 Strata CT ACD S upervisor N ovember 2001 Logging In/O ut Features ➤ T o monitor Ag ent Status 1. Press Agent S tatus The number of agents logged in is displaye d. YYY = Number of Agents l ogged in …o r [PD N] + #405 + XX . XX = ACD Group Number (01~16 for lar ge syst ems and 0 1~08 for s mall sys tems) 2.
Strata CT ACD Supervisor November 2001 15 Features Loggin g In/ Out ➤ T o view the status of ano t her ACD gr oup ➤ Press [PDN] + #405 + XX (ACD Gr oup number). ➤ T o monitor Queue Status 1. Press Qu eue Stat us The n umbe r of call s wai ting in th e queue displays .
16 Strata CT ACD S upervisor N ovember 2001 Call Moni toring Feature s ➤ T o end monito ring ➤ Press Spkr . ➤ T o pr ogram the SD butt on for one- touch Agen t Status ➤ T o pr ogram the SD but.
Strata CT ACD Supervisor November 2001 17 Features C all Monito ring ➤ T o monitor an ACD call Notes ● If the Ag ent i s not o n an ACD cal l, the one -w ay , list en- onl y path is s ilen t. ● Moni tor ACD Call onl y works when y our telep hone and a [PDN] are idle.
18 Strata CT ACD S upervisor N ovember 2001 End of ACD Shif t Features End of ACD Shift Y ou can use End of A CD Shift to activ ate an aft er-shi ft destinat ion of an ACD Gr oup. The after- shift de stination is assigned in syst em programming. Y ou must be logge d in as a Su pervisor to activat e or cancel this feature.
Strata CT ACD Supervisor November 2001 19 Features N ight T ransf er Night T ransfer Incoming c alls to your gr oup can be rout ed to di ffe r ent d estinat ions, base d on either tw o- or thr ee-call routing (ringing) patt erns which are s et in system pr ogramming.
20 Strata CT ACD S upervisor N ovember 2001 Nigh t T ran sfe r Features Night T ransfe r Lock The NT L ock button ena bles your telep hone to loc k the syst em into th e “Day , Day 2, or Night” modes. Th is feat ure is assigned to your telephone i n system p rogramming, h owever , the ACD Gr oup Superv isor can l ock the r ing modes .
Strata CT ACD Supervisor November 2001 21 Features R eset Que ue Alarm Reset Queue Alar m During que ue operati on, the number of un answered ACD call s waiting in the queue, and the a m ount of time t he calls have been wai ting is constant ly monitore d by the sy stem.
22 Strata CT ACD S upervisor N ovember 2001 Supervis or Auto Log In Features Supervisor Auto Log In This feat ure enabl es you to l og in automatica lly when you use a on e-touch SD button. Supvr Auto Log In does not r eplace Log I n/Out on yo ur telephone.
Strata CT ACD Supervisor November 2001 23 Appendix A This appen dix provides a list of f eatures a nd the correspon ding ac cess code s equences. Acces s Codes If your t elephone does not ha ve the AC.
24 Strata CT ACD S upervisor N ovember 2001 Acce ss Codes Features T able 4 Supervis or Access Codes Featu res Acce ss Code Se que nce ACD Call Pickup [PDN] + #4036 Agent Status (Speed Dial Butt on) [PDN] + #405XX 1 1. XX = ACD Gr oup Number 01~16 on large s ystems a nd 01~08 on small sys tems.
Strata CT ACD Supervisor November 2001 25 Notes to Users Step 1: Safety Approval T os hiba Info rm atio n Sys tem ( U. K.) L td de clar e t hat the St rata CT co mp lie s with the EE C’ s L V D direct ive, (Dire ctive No. 73 /23/EEC). The product ha s been ass e ssed and f ound to comply with EN60950:2000 .
26 Strata CT ACD S upervisor N ovember 2001 Safety App roval Notes to Users Any periphe ral apparatus connected to the above ports mus t have the same EN60950 classific ation. ie. ♦ SEL V ports must only be connected to SEL 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 t he following e nvironmental c onditions: ♦ Operatin g temperature 0oC t o 40oC ♦ Hum idi ty 2 0% to 80% 1-5.
28 Strata CT ACD S upervisor N ovember 2001 T ype Approval Notes to Users Step 3: T ype App roval T oshiba I nformation Sy stems (UK), Ltd, ( TIU), hereb y declare s that th e Strata CT product complies with the requirements of the EC Dir ective 19 99/5/EC, (aka Radio & T elecommun ications T erminal Equipment di rective).
Strata CT ACD Supervisor November 2001 29 Notes to Users Network Planning Information Step 4: Network Planning In formation 4-1. Strat a CT T one Plan. T able A3 b elow list s the char acteris t ics of the tones and signals u sed in Str ata CT . 4-2. Syst em Port to Port losses.
30 Strata CT ACD S upervisor N ovember 2001 Network P lanning In formation No tes to Users T able A4 be low list s the various “typical ” transmi ssion gai ns/losse s when inte r-connecti ng the various port types. -V alues i ndicate a transmi ssion loss.
Strata CT ACD Supervisor November 2001 31 Index A about thi s book conven tions iv organ isation iii relate d documents v acces s codes 23 ACD group supe rvisor 1 ACD pickup 24 afte r call 9 agent ass.
32 Strata CT ACD S upervisor N ovember 2001 Index Night Tran sfer 19 night tr ansfer l ock 20 Reset Queue Alarm 21 Superv isor Auto Lo g In 22 Transfer to ACD Group 22 fixed but tons Cnf ⁄ Trn 3 Spk.
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 Strata CT 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 Strata CT 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 Strata CT Digital Business Telephone Solutions, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Toshiba Strata CT Digital Business Telephone Solutions va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Toshiba Strata CT 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 Strata CT 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 Strata CT Digital Business Telephone Solutions. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Toshiba Strata CT 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.
