Acd Supervisor Features - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution

ACD Supervisor Features

ACD Supervisor Features
The ACD group Supervisor can access all the standard Strata ACD features using the ACD
Supervisor's ID code. When the Supervisor is not logged into the ACD system, full access to all of
the standard DK telephone features is available.
It is recommended that the Supervisor use a Toshiba-proprietary telephone to monitor the
operation of an ACD group with 10- or 20-feature buttons. It is also recommended that the
Supervisor use an LCD telephone, because it provides important information about the ACD
system and group, such as Queue and Agent Status.
Unlike Agent telephones, Supervisor telephones do not require a single appearing PhDN to
operate ACD Supervisor features. However, it is recommended that a Supervisor telephone be
equipped with at least two PDNs to answer Agent assistance request calls if the Supervisor is busy
on another call.
Each Supervisor can supervise only one group at a time.
The following ACD features are available only to the Supervisor position.
"ACD Agent Assistance"
"ACD Call Pickup"
"ACD Supervisor LCD Display"
"ACD Supervisor Log In/Log Out"
"Call Monitoring"
"End of ACD Shift"
"MIS Access"
"Queue Alarm Indication"
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