Toshiba Strata DK14 General Description Manual page 422

Automatic Call Distribution
ACD Operation
Table 18 Maximum Number of ACD Agents Allowed without MIS (RCTUC/D)(RCTUE/F) (continued)
Light Traffic
15 calls per agent per hour
—
Table 19 Maximum Number of ACD Agents Allowed with MIS (RCTUC/D)(RCTUE/F)
Light Traffic
15 calls per agent per hour
Agent
Telephones
65
60
40
20
5
Notes
For the purpose of these tables, Agent calls are defined as ACD incoming, PBX incoming and
outgoing, and external/internal calls. If an ACD call is transferred, then two calls are created,
one ACD and one PBX.
The maximum number of Agents shown in these tables is limited by the amount of MIS data
traffic sent from Strata DK. If there are more than 1,000 Agent calls in a heavy-traffic hour, the
MIS channel must be set higher than 1200 bps. The next higher speed, 2400 bps, can handle up
to 1300 calls per hour. Strata DK allows the choice of 1200, 2400, 4800, or 9600 bps for the
MIS channel. Based on a total system speed of 10,800 bps (9600 + 1200) for auxiliary serial
channels and a requirement of one channel each for SMDI, TTY, SMDR, and MIS, the
installation should use the lowest MIS channel speed for the expected amount of traffic.
Benefits
ACD gives the user a powerful tool for evenly distributing large volumes of inbound calls. It
makes processing those calls easier and more efficient, saving money and increasing the
productivity of the call handling Agents. This also improves the service provided to the outside
caller.
ACD reports enable the Supervisors to monitor the performance of ACD groups and individual
Agents within each group. This information makes it possible to configure the operation of the
ACD system for maximum productivity and profitability. For more information about the reports,
see "ACD Supervisor Log In/Log
A Work Unit code can be 1~15 digits. SMDR registers 1~15 digits, but SMIS only registers 1 or 2
digits.
268
30 calls per agent per hour
— 5
30 calls per agent per hour
Non-agent Agent
Telephones Telephones
175 38
180 30
200 20
220 10
235 5
Out".
Medium Traffic
235
Medium Traffic
Non-agent
Telephones
202
210
220
230
235
Heavy Traffic
60 calls per agent per hour
5 235
Heavy Traffic
60 calls per agent per hour
Agent Non-agent
Telephones Telephones
19 221
15 225
10 230
5 235
— —
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