Feature Interaction; Quick Reference; Agent Calls - Toshiba Strata CT Manual

Feature Interaction

Feature Interaction
Strata CT provides the ACD features from system-resident software. These features are affected when
your station is logged in as Agent:
Call Forwarding – All types of Call Forwarding from [PDNs] and [PhDNs] are allowed. ACD
calls do not forward, but PBX and non-ACD calls do forward in the normal manner.
Message and Display – Soft Key labels and LCD messages unrelated to ACD do not display at
your station. All other types of messages do display.
Station Do Not Disturb – 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 the [DN].
Executive Override – If you are talking on an ACD or PBX call, executive override of ACD/PBX
calls is not allowed, but the Supervisor can call your [PDN] or an idle [PhDN].

Quick Reference

The following pages are a quick reference for using your telephone's ACD features.

Agent Calls

The types of calls handled by Agents are described in
Table 3 Types of ACD Agent Calls
Type of Call
ACD
PBX
Non-ACD
1 Registered on MIS reports.
6
External call that is routed and/or transferred to an ACD Group and rings on your ACD Call
button.
1
External or internal call that is routed and/or transferred directly to your ACD Call button
directory number [PhDN]; or a call made from the ACD Call button. You cannot receive ACD
calls when you are on a PBX call.
Any call received or made from a [DN] or Exchange Line button that is not your ACD Call
button. The calls are not registered on MIS reports. You continue to receive ACD calls if you are
logged into the ACD group.
Table 3.
Description
1
Strata CT ACD Agent November 2001
Features