Toshiba CIX-SG-CCACD-VB manual Call Features, Feature Interaction

Call Features 3

This chapter describes ACD call features for Agents and Supervisors, including:

•Answering Calls

•Hold

•ACD Call Pickup

•ACD Help

•Work Unit

•Agent Assistance Call (Supervisor)

•Call Monitor/Join Call (Supervisor)

Feature Interaction

Strata provides the ACD features from system-resident software. The following features are affected when your station is logged in as Agent:

•Call Forwarding – All types of Call Forwarding from extension numbers and phantom extension numbers are allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in the normal manner.

•Station Do Not Disturb (DND) – The Station DND feature does not operate when your station receives an ACD call. DND only applies to non-ACD or PBX calls directed to your extension.

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