Toshiba Strata DK14 General Description Manual page 420

Automatic Call Distribution
ACD Operation
The combination of Call Center Viewer and SMIS enables you to add ACD supervisory display
and reporting capabilities as you need them. The Call Center Viewer application can work in
conjunction with SMIS to provide the ideal solution for call centers needing historical reports,
real-time displays, and electronic wall board messaging of call center ACD activity.
The Call Center Viewer application can be used by itself in ACD applications needing PC
screen ACD group status visibility but not MIS reports.
Electronic wall boards can be connected to the PC running the Call Center Viewer application
to provide over head message visibility.
Additional Call Center Viewer applications can be added to support multiple ACD group and
multiple ACD call center supervisor display applications.
Software MIS (SMIS) can be used with Call Center Viewer for call centers needing historical
reports as well as real-time displays for ACD group status visibility.
ACD agents may use either Toshiba-proprietary digital telephones or standard 2500-set
telephones. The ACD supervisors will typically use digital LCD telephones. The use of digital
telephones permits the end-user to assign agent features to flexible feature buttons for easier, more
efficient operation. Use of LCD telephones is highly recommended, because it enables both
supervisors and agents to use valuable display information such as the number of calls waiting in
the group's queue and the length of time spent on each ACD call.
When applying the ACD function with the general use of the DK424, it is important to note that
additional instruments are not needed for ACD agents. They can use that same telephone to make
and receive regular system calls as well as receive calls into the ACD group. Outgoing calling
privileges can be controlled by class of service and toll restriction.
Agent digital/electronic telephones require a unique, single appearing, PhDN button called the
agent ACD Call button. Any single appearing PhDN can be used to log in to any ACD Group to
receive ACD calls and to originate or receive PBX calls. Agents can also receive or make non-
ACD calls from other DN buttons or CO line buttons.
ACD agents using digital/electronic telephones can answer and make various types of calls that
are:
ACD Call – An incoming external line call that is routed or transferred to an ACD Group and
then rings an agent ACD Call button.
PBX Call – An external or internal call that is routed or transferred directly to an ACD Call
button directory number, and not routed through the ACD group. A PBX call is also a call
originated from the ACD Call button on an agent telephone. When on a PBX call, an agent
cannot receive ACD calls. When on an ACD call, an agent cannot receive PBX calls, but can
originate and receive calls on CO or DN buttons other while on a ACD or PBX call is on hold.
Non-ACD Call – Any call received by or originated from a directory number button or CO
line button that appears on an agent telephone, other than the agent ACD Call button. When
on a non-ACD call, an agent can receive ACD calls because the ACD calls will ring on the idle
ACD Call button.
Any type of CO line that is used with the DK424 is also compatible with the ACD function.
Ground start, DID, or Tie lines are preferred, due to their superior disconnect supervision
capability. If loop start is used, reliable Automatic Release from the CO must be provided.
The maximum ACD agents allowed within each system processor with and without MIS are
outlined in
266
Tables 16~19.
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