Feature Interaction - Toshiba Strata CT Digital Business Telephone Solutions Supervisor Manual

Feature Interaction

Feature Interaction
Strata CT provides the ACD features from system-resident software. Some station features are
changed when a station is activated as an ACD Agent or Supervisor. Standard station capabilities are
determined by your station class of service. You can still use the standard station buttons:
Hold Redial
,
The features listed below are affected when your station is logged in as Supervisor:
Call Forwarding – Your primary and non-ACD [PhDNs] can set Call Forwarding. The Agent
assistance calls do not forward, but do ring at your station [PDN]. All other types of calls forward
from your [PDN] normally.
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 can be activated when your station is an ACD
Supervisor station. DND applies to all calls directed to the [PDN]. Agent telephones must have
the DND Override feature to request assistance if your telephone is in the DND mode.
Executive Override – If an Agent is talking on an ACD or PBX call, executive override of ACD/
PBX calls is not allowed, but the Supervisor can call the Agent's [PDN] or an idle [PhDN].
Agent Assistance – If you are busy, but one [PDN] is idle, your Agent can still ring you for
assistance. Up to four [PDNs] are available on a Supervisor station.
As a Supervisor you may want to receive ACD calls to assist agents during peak call load periods. To
do this your Supervisor telephone must have an assigned
an Agent telephone.
8
Mic Msg Spkr
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ACD Call
button before it can function as
Strata CT ACD Supervisor November 2001
Features
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