Chapter 2 - Features Feature Interaction; Quick Reference; Agent Calls - Toshiba Strata DK Acd Agent Manual

Features
Feature Interaction
Feature Interaction
Strata DK provides the ACD features from system-resident software. These features
are affected when your station is logged in as Agent:
Call Forwarding – All types of Call Forwarding from [PDNs] and [PhDNs] are
allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in
the normal manner.
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 does not operate when your
station receives an ACD call. DND only applies to non-ACD or PBX calls
directed to the [DN].
Executive Override – If you are talking on an ACD or PBX call, executive
override of ACD/PBX calls is not allowed, but the Supervisor can call your
[PDN] or an idle [PhDN].

Quick Reference

The following pages are a quick reference for using your telephone's ACD features.

Agent Calls

The types of calls handled by Agents are described in
Table 3 Types of ACD Agent Calls
Type of Call
ACD
PBX
Non-ACD
1
Registered on MIS reports.
6
External call that is routed and/or transferred to an ACD Group and rings on your



1
button.
External or internal call that is routed and/or transferred directly to your
button directory number [PhDN]; or a call made from the
cannot receive ACD calls when you are on a PBX call.
Any call received or made from a [DN] or CO


button. The calls are not registered on MIS reports. You continue to receive
ACD calls if you are logged into the ACD group.
Table 3.
Description



1
 
button that is not your



button. You


Strata DK ACD Agent 2/99