Transferring Calls To An Acd Group - Toshiba Strata CT Manual

Transferring Calls to an ACD Group

Transferring Calls to an ACD Group
Calls answered from a station or attendant console can be transferred to an ACD Group, a specific
Agent, or your Supervisor.
Cnf/Trn
Press
To transfer a call to another Agent or Supervisor
Cnf/Trn
Press
Supervisor [PDN] or [PhDN]
16
#406 YY
+ + The call is transferred to the designated group.
YY = ACD Group number (01~16).
Notes
+ Agent or
Notes
If no Agent is logged in or available, the call routes to the
group's after-shift or queue-overflow-point destination as
assigned in system programming.
If all Agents in the "transferred to" ACD Group are busy,
the call is placed at the end of the group's queue and routed
as a normal incoming ACD call in the queue.
After dialling the last digit of the ACD Group number, the
call is disconnected from the transferring station.
Transferring a call to the Supervisor's or another Agent's
[PDN] in your group works just like a regular, non-ACD
call transfer. These calls are not tracked for MIS purposes.
Calls transferred to an Agent's ACD Call [PhDN] directory
number are tracked as PBX calls for MIS purposes.
Strata CT ACD Agent November 2001
Features