Toshiba CIX-SG-CCACD-VB manual Grand Tour, ACD Agent

The Grand Tour 1

Automatic Call Distribution (ACD) for Toshiba Strata systems provides a quick, efficient means of handling a large volume of incoming calls that are automatically connected to ACD Agent Groups.

Calls are served in order of arrival based upon assigned priorities and are automatically distributed among available Agents. The ACD features also provide announcements to incoming callers when no Agent positions are available to immediately handle the call.

ACD Agent

An ACD Agent can use a Toshiba Strata 3000- or 2000-series digital telephone. Toshiba recommends using a Strata 3000-series Liquid Crystal Display (LCD) telephone for all Agents requiring display functions. The Strata 3000-series LCD digital telephone has improved data handling capabilities for instantaneous display updates. If the Strata 2000-series LCD digital telephone is used, the display will go blank for one to several seconds during ACD information updates.

LCD telephones can be very helpful for displaying queue status and assisting in several features involving data entry from the telephone, such as logging into multiple groups. Toshiba telephones have feature buttons that access the ACD features.

Strata CIX ACD Agent/Supervisor Telephone 05/06 1