Toshiba Digital Business Telephone Solutions manual Feature Interaction

Feature Interaction Features

Feature Interaction

Strata CT provides the ACD features from system-resident software. Some station features are changed when a station is activated as an ACD Agent or Supervisor. Standard station capabilities are determined by your station class of service. You can still use the standard station buttons: Cnf/Trn,

Hold, Redial, Mic, Msg, and Spkr.

The features listed below are affected when your station is logged in as Supervisor:

♦Call Forwarding – Your primary and non-ACD [PhDNs] can set Call Forwarding. The Agent assistance calls do not forward, but do ring at your station [PDN]. All other types of calls forward from your [PDN] normally.

♦Message and Display – Soft Key labels and LCD messages unrelated to ACD do not display at your station. All other types of messages do display.

♦Station Do Not Disturb – The Station DND feature can be activated when your station is an ACD Supervisor station. DND applies to all calls directed to the [PDN]. Agent telephones must have the DND Override feature to request assistance if your telephone is in the DND mode.

♦Executive Override – If an Agent is talking on an ACD or PBX call, executive override of ACD/ PBX calls is not allowed, but the Supervisor can call the Agent’s [PDN] or an idle [PhDN].

♦Agent Assistance – If you are busy, but one [PDN] is idle, your Agent can still ring you for assistance. Up to four [PDNs] are available on a Supervisor station.

As a Supervisor you may want to receive ACD calls to assist agents during peak call load periods. To do this your Supervisor telephone must have an assigned ACD Call button before it can function as an Agent telephone.

8 Strata CT ACD Supervisor November 2001