Chapter 7 - Dk40 Acd Installation; Figure 7-1 Acd Call Handling Example - Toshiba Strata DK40 Installation & Maintenance Manual

DK40 ACD Installation
This chapter includes information on the Automatic Call Distribution (ACD) and
Management Information System (MIS) for:
Strata DK40 systems
Included in this chapter are installation instructions and ACD programming procedures. For
more information around the programming refer to the DK40 Programming Manual.
Note
ACD automatically routes incoming calls so they are equally distributed to a group of ACD
Agents.
The Strata DK40 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
DK40 ACD Supervisor Guide and Agent User Guide.
Station

Figure 7-1 ACD Call Handling Example

Strata DK40 I&M Manual Spring 1999
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
Only qualified service technicians and system programmers should install ACD/
MIS.
Figure 7-1 shows an example of how a typical ACD call is handled.
(No Overflow Assignment)
Incoming Call
Auto Attendant
(Built-in or External)
ACD Group X
ACD Queue
ACD Group Y
ACD Queue
• Station PDN, or Exchange Line
• Another ACD Group
• Auto Attendant
• Announcement
• Voice Mail
7
1971
7-1