Toshiba Digital Business Telephone Solutions manual Grand Tour, ACD Group Supervisor

The Grand Tour 1

Companies that receive a large volume of incoming calls can handle them quickly and easily with the Automatic Call Distribution (ACD) features available on Toshiba’s Strata CT system. Designated incoming calls bypass the operator and go directly to an answering pool of ACD Agents. From there, calls are evenly distributed to individual Agents.

ACD Group Supervisor

As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba proprietary digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The LCD provides important information about the ACD Group or an individual Agent’s activities.

The buttons on your Supervisor Telephone can be programmed to perform different tasks for you. For example, Agent Status and/or Queue Status can be programmed for one-touch access using Speed Dial (SD) buttons. When you use these buttons, the Agent and/or Queue Status is displayed on the LCD.

Other features are assigned to the flexible buttons on your telephone; for example, Reset Queue Alarm which signals you when too many calls are waiting in queue and Monitor ACD Call which monitors Agents conversations on ACD calls.

A list of flexible ACD feature buttons is on Page 4. The button names are recommended by Toshiba. If your ACD feature button names are different, see your telephone System Administrator for their definitions.

Strata CT ACD Supervisor November 2001 1