Automatic Number Identification (Ani) - Toshiba Strata DK14 General Description Manual

Incoming calls that are not directly connected to Agents wait in queue for the first available Agent
in the called group. While waiting, callers hear programmed announcements and music at
designated intervals to encourage them to remain on hold. This feature requires a customer-
provided, digital announcement device(s) and music source.
When the number of ACD calls waiting in queue reaches a programmable threshold, calls can
overflow to another ACD group or destination such as a Distributed Hunt (DH) group.
The ACD feature also enables supervisor stations to provide ACD Agents with call assistance and
call monitoring. ACD Supervisor LCD telephones can display ACD group status, individual Agent
status (available/unavailable, on an ACD call, etc.) and Call Status (the number of calls in queue,
longest call in queue, etc.).
Additionally, the RKYS3 feature key enables the use of a Call Center Viewer, SMIS, or Insight
DK application. SMIS provides detailed supervisory monitoring of Agent calls (on a PC screen)
and printed reports regarding an Agent's performance. Call Center Viewer presents real-time ACD
Agent and Queue Status to multiple PC screens.
Insight DK (DK424 only)
The Insight DK and Insight DK Plus systems are full-featured ACD MIS tools for call center
supervisors, providing user-defined supervisor displays, user-defined historical reports, electronic
wall board connections, and inView LAN-based status display messaging.
Insight DK and DK Plus are Windows-based MIS software programs that work with PCs running
Windows 95 (Vers. 4.00.950A, B, or C), Windows 98 or Windows NT
They both support external wallboard displays and scheduled reporting. The data collected can be
exported for further processing using other report generator programs or spread sheets. They also
support inView, which provides LAN-based status displays in a wallboard format on Agent's or
Supervisor's PC screens. See the Strata DK424 Call Center Solutions General Description for
more information.
ACD Feature capacities are listed in
Table 28 ACD Capacities
ACD/Insight DK and Insight DK Plus/SMIS/Call Center Viewer
ACD Groups
1
ACD Agent IDs
ACD Music Interface Ports (1 per Group)
ACD Announce Interface Ports (3 per Group)
1. There are system limits for the number of simultaneous Agents depending on traffic. See the Strata DK424 Call
Center Solutions General Description for details.

Automatic Number Identification (ANI)

LCD telephones can display the telephone number of the calling party for direct, incoming,
transferred, and Call Forwarded calls. The telephone number can also be sent to an application
computer or to voice mail.
The system supports ANI on analog or digital lines (T1 or ISDN PRI/BRI), DID and Tie lines, and
provides the calling telephone number to answering parties. An optional tone receiver PCB
(K5RCU for DK40i; RRCS for DK424) is required for ANI line operation. DK14 does not support
ANI.
Strata DK General Description
Table 28.
ACD
5/99
® with Service Pack 3.
DK424
RCTUBA/BB RCTUC/D
Yes Yes
8 16
200 256
8 16
24 48
Features
System Features
RCTUE/F
Yes
16
256
16
48
63