Toshiba STRATA DK14 Installation And Maintenance Manual page 593

ACD Installation
This chapter includes information on the Automatic Call Distribution (ACD) and Management
Information System (MIS) for:
o Strata DK424 and DK424i systems (applies to all common control units) and DK40i
o ACD and MIS is not available to the Strata DK14
Included in this chapter are installation instructions, ACD programming procedures and record
sheets.
Only qualified service technicians and system programmers should install ACD/MIS.
Note
ACD automatically routes incoming calls so they are equally distributed to a group of ACD
Agents. Figure 13-1
The Strata DK System provides many ACD functions and custom keys on for Toshiba DKT2000-
series telephones. For instance, the ACD Supervisor can monitor calls and assist Agents through
use of an LCD telephone, programmed especially for the Supervisor which shows ACD Agent and
Group information. Telephone instructions are provided in the Strata DK ACD Supervisor Guide
and Agent User Guide.
Station
Figure 13-1 ACD Call Handling Example
Strata DK I&M 6/00
shows an example of how a typical ACD call is handled.
Incoming Call
Auto Attendant
(Built-in or External)
ACD Group X
ACD Queue
(No Overflow Assignment)
ACD PhDN
ACD Group Y
ACD Queue
Agent PhDN
• Distributed Hunt Group
• Station PDN, PhDN or CO Line
• Attendant Console
• Another ACD Group
• Auto Attendant
• Announcement
13
1971
13-1