Transferring Calls To An Acd Group - Toshiba Strata DK Acd Agent Manual

Features

Transferring Calls to an ACD Group

Transferring Calls to an ACD Group
Calls answered from a station or attendant console can be transferred to an ACD
Group, a specific Agent, or your Supervisor.
Press
!"#*
...or, for single-line
phones, hookflash
and press
--
.
To transfer a call to another Agent or Supervisor
Press
Agent or Supervisor
[PDN] or [PhDN]
...or, if you have a
standard telephone,
hookflash and enter the
Agent or Supervisor
[PDN] or [PhDN].
18

+
The call is transferred to the designated group.
--
+
YY = ACD Group number (01~16).
Notes
!"#*
+

+
Notes
If no Agent is logged in or available, the call routes
to the group's after-shift or queue-overflow-point
destination as assigned in system programming.
If all Agents in the "transferred to" ACD Group
are busy, the call is placed at the end of the group's
queue and routed as a normal incoming ACD call
in the queue.
After dialing the last digit of the ACD Group
number, the call is disconnected from the
transferring station.
Transferring a call to the Supervisor's or another
Agent's [PDN] in your group works just like a
regular, non-ACD call transfer. These calls are not
tracked for MIS purposes.
Calls transferred to an Agent's ACD Call [PhDN]
directory number are tracked as PBX calls for MIS
purposes.
Strata DK ACD Agent 2/99