Toshiba Strata DK14 General Description Manual page 419

ACD can distribute calls to all Agents in the group on a "Most Idle Agent Next", so that over a
given period of time, each Agent spends approximately the same amount of work time on ACD
calls. Alternatively, ACD can distribute calls on a "First Available Agent Next" (rotation) basis, so
over a given period of time, each Agent receives an equal number of ACD calls.
Callers waiting in queue can hear up to three different announcements per ACD group. A flexible
sequence is provided to play these announcements for incoming calls when no Agent is currently
available to handle the call. Between announcements, callers can hear music
promotional/advertising messages provided by external equipment.
Additionally, calls that have been in queue for a predetermined time can be forwarded to another
ACD group or other selected destination for immediate service.
Calls received after a group's shift has ended (After Shift mode) are routed to an alternate answer
point, such as another telephone's DN, an Attendant, an Auto Attendant, a voice mail box, another
ACD group or a Distributed Hunt (DH) group for call handling. In the After Shift mode, a different
announcement can be used.
The DK424 transmits data about the operation of the ACD system to the Management Information
System (MIS) processor, where it can be stored on hard disk. This data is manipulated by the MIS
processor and organized into real-time displays and reports, and historical reports. The displays are
provided to the ACD group supervisor via the MIS processor display screen. The reports can be
called up by shift, hourly, daily, weekly, monthly, or annual periods. They can be either displayed
at the supervisor terminal or printed on a printer connected to the MIS processor.
Toshiba offers two types of MIS products that are ideal for use with DK424 ACD applications.
Call Center Viewer provides real-time ACD status displays and connection of electronic wall
boards.
Software MIS (SMIS) provides real-time displays and historical reports.
The Call Center Viewer application organizes and displays ACD call center events received from
the DK424 system. The data is displayed on your PC screen in easy to read full color format.
Real-time supervisor displays provide information on call queue status, agent status, and other
useful information for managing the ACD groups.
Audible alarms alert you when thresholds you assign are exceeded for the number of calls
waiting, longest call waiting, and unavailable agents.
Electronic wall boards can be connected to the supervisor's PC to display call center data over
head from the Call Center Viewer application.
SMIS provides historical reports in a full featured and cost effective MIS package.
Reports provide information and statistics on individual agents, ACD groups, or the system
status.
Reports can be generated over a selectable period of time for periods of minutes, shift, daily,
weekly, monthly, and annually.
Real-time supervisor displays provide agent statistics, agent status, call statistics, and system
status.
Strata DK Feature Description 5/99
Automatic Call Distribution
ACD Operation
and/or company
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