Toshiba DK40I, dk14 Program 14-1 ACD Agent Identification Code Assignments, Program 14-1 Overview

Automatic Call Distribution

Program 14-1 – ACD Agent Identification Code Assignments

Program 14-1 – ACD Agent Identification Code

Assignments

Initialized Default: blank

✱ ￿ ✱￿￿ ￿ ✱￿￿ ✱￿￿ ￿ 6SNU ￿ ￿ +ROG ￿ 6SNU ￿

SELECT = 1

SELECT = Agent ID Number (000~255)

+ROG ￿ 6SNU ￿ ￿ +ROG ￿ 6SNU ￿ ￿ +ROG

DATA = Agent ID Log in Code (0000~9999)

DATA = ACD Group Number

Use the Record Sheet that follows Program 18.

Program 14-1 Overview

This program assigns Agent Identification (ID) codes to each ACD Group. To receive an ACD call from a specific ACD line group, the Agent must log in to the ACD Group by dialing the ID code (four digits) assigned in this program.

Note A telephone can be logged in as either an Agent or Supervisor telephone in any ACD Group, but it cannot be logged in as an Agent and a Supervisor simultaneously. Agents can only log in to one ACD Group at a time. See Program 14-2 for more information.

Program *14-1 – Auto Answer with Zip Tone Assigned to Agent ID

Initialized Default: Group Number = 01. Agent ID Code = blank. DATA 0 = No Auto Answer.

✱ ￿ ✱￿￿ ￿ ✱￿￿ ✱￿￿ ￿ 6SNU ￿￿ ￿ +ROG ￿ 6SNU ￿

SELECT = 1

SELECT = Agent ID Number (000~255)

Press ￿ for single port entry.

+ROG ￿ 6SNU ￿ ￿ +ROG

DATA =

0= No Auto Answer

1= Auto Answer

￿

6SNU ￿ ￿ +ROG

Use the Record Sheet that follows Program 18.

Program *14-1 Overview

This program assigns Auto Answer to Agent telephones. When Auto Answer is enabled, the telephone generates a zip tone (one-half second burst of dial tone) into the handset and the Agent can automatically answer ACD calls.

If the Agent telephone is off-hook, the headset receiver or if on-hook, the telephone speaker receives zip tone when an ACD call is sent to the Agent. Auto Answer applies to direct and transferred ACD calls, but not to incoming PBX calls to the Agent $&'￿&DOO [PhDN] button.

6-12 Strata DK Programming 5/00