ACD Feature Button

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

Page 334
Image 334
Toshiba dk14 manual 6-38, Automatic Call Distribution, ACD Feature Button, Program on, Strata DK Programming 5/99

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