Toshiba dk14 manual 6-38, Automatic Call Distribution, ACD Feature Button, Program on

Automatic Call Distribution

Program 39 – Flexible Button Assignments for ACD Telephones

ACD Feature Button		Program	Program on
	Feature Code	on Agent	Supervisor	Notes
Designation
		Telephone	Telephone
				Rings a Supervisor [DN] button, enabling an Agent to
$&'￿+HOS		X		request assistance while talking on an ACD call.
				Calls the highest numbered Supervisor telephone or
(QG:RUN￿$IWHU￿7LPH￿&DOO	￿￿￿			[PDN]
		X		Manually cancels unused wrap-up time. This enables
$&'(QG￿6KLIW￿2I￿	￿￿￿			an Agent to receive another ACD call.
				Enables the Supervisor to stop new calls from
				entering the ACD Group queue or from ringing
			X	Agents. The End of ACD Shift mode routes new calls
				to the After Shift destination set in Program 14-6. A
7UDQVIHU*URXS￿WR￿$&'￿	&RQI￿￿￿￿￿7UQ;;￿￿￿￿			Supervisor must be logged in to use this button.
				Program this Speed Dial sequence on telephones
				that must transfer calls to ACD Groups. This enables
				one-touch transfer of CO lines (ground/loop start or
				DID/Tie) to ACD Group￿;;. ;;￿= ACD Group
				01~16.
		X	X	Transfer to an ACD Group is always blind and
				immediate and does not recall the transferring
				station.
				If the ACD Group shift is ended or all Agents are
				unavailable, the transferred call is routed per the
				called Group’s After Shift or All Agents Unavailable
$0RQLWRU&'￿&DOO￿	￿￿￿			destination.
				Used by Supervisor to monitor Agent calls
				(Supervisor telephone only). Enables the Supervisor
				to listen to any Agent’s ACD calls (not non-ACD or
				PBX calls) by pressing the Monitor ACD Call button and
				then entering the Agent’s ID code.
				During Agent monitoring, a one-way talk path
			X	enables the Supervisor to listen to the Agent/outside
				party conversation without the Agent/caller hearing
				the Supervisor.
				An optional “Call Monitor” tone (dial tone burst) can
				be sent to the Agent/caller every 15 seconds (see
				Program 10-4, LED 03) while the Supervisor is
				monitoring the ACD call. The Agent LCD displays
4XHXH￿6WDWXV￿				MONITOR BY SUPRV when this option is enabled.
	[PDN] +		X	Program these speed dial buttons on the
				Supervisor’s telephone to enable quick access to
				Queue Status, Agent Status, and one-touch
5HVHW$$ODUPJHQW￿4XHXH	￿￿￿￿;;[PDN] +		X	Supervisor log in.
				(XX = ACD Group 01~16)
				Used to reset a queue alarm that is sent to the
				Supervisor telephone when the number of calls in
	448		X	queue exceeds the limits of queue alarm parameters
				(see Programs 14-71~73, 14-8, 11-6, and 11-7 for
				queue alarm parameters).

6-38 Strata DK Programming 5/99