Automatic Busy Redial; Automatic Call Distribution (Acd) Server; Multiple Group Agent Login; Skills-Based Routing - Toshiba Strata CTX100 General Description Manual

Features

Automatic Busy Redial

Automatic Busy Redial
Automatic Busy Redial (ABR) enables a digital or standard telephone user to automatically redial
a busy outside number multiple times at programmed intervals. Strata CTX supports a maximum
of 16 or 32 simultaneous registrations of ABR (limited by the number of busy tone detectors in the
system). Each station may only have at most one call registered with ABR at any time.

Automatic Call Distribution (ACD) Server

An external ACD software option with the Strata CTX provided by connection of an external PC-
based CTI application server. The CTI server will run both the ACD call processing application
and the separate Management Information System (MIS) application such as Insight CTX, as well
as other CTI applications.
The ACD application will be available in Basic and Enhanced feature functionality, along with the
number of groups and active agent size increments to provide cost-effective pricing levels
according to the user's needs. Enhanced ACD includes all basic capabilities plus multiple group
login, skills-based routing, priority queuing, time scheduled ACD queues, agent and call priority
escalation handling, and balanced call count agent search. For more information, refer to the Strata
ACD General Description, or the Strata ACD Application Software and Documentation Library or
OAISYS CD-ROMs.

Multiple Group Agent Login

(Enhanced Feature)
ACD agents can be logged into multiple ACD groups, enabling agents to answer calls for multiple
groups. This is very useful for back up coverage between groups. It is also the foundation for
skills-based routing and agent priority routing, enabling many advanced call center applications.

Skills-based Routing

(Enhanced Feature)
Based on the caller's input, the system can route the call to the agent best suited to handle the call.
Calls can be routed to certain agents, based upon agent capabilities, in addition to Dialed Number
Identification Service (DNIS), CO line, or Auto Attendant routing into different groups. With the
capability for agents to log into multiple groups, calls can be routed to different agents based upon
skills needed for each specific call.

Priority Queuing

(Enhanced Feature)
ACD calls can optionally be tagged with a priority number before they are placed into the ACD
group queue. The priority number assigned to the call determines where the call is placed in queue.
This feature enables high priority calls to be answered sooner than low-priority calls. The
escalation parameter ensures that no call is lost by higher priority calls.

Advanced Call Routing

(Basic Feature)
The optional Call Router enables calls to be routed based upon parameters such as Caller ID,
Account Numbers, private lists, time-of-day, day-of-week, day-of-year, and user entered data
(account code, etc.). This is an optional feature that can be added to the ACD application.
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Strata CTX General Description 11/02