Chapter 1 - The Grand Tour; Acd Group Agent - Toshiba Strata DK Acd Agent Manual

The Grand Tour
Automatic Call Distribution (ACD) for Toshiba Strata DK systems provides a quick,
efficient means of handling a large volume of incoming calls. The calls can be
automatically connected to ACD Agent Groups, bypassing an attendant. Calls are
served in order of arrival and are automatically distributed among the Agents. The
ACD features also provide announcements to incoming calls when no Agent positions
are available.

ACD Group Agent

An Agent in an ACD Group can use a Toshiba proprietary digital, electronic, or
standard telephone that is alson a tone or rotary-type telephone. An Agent station can
be equipped with or without feature buttons or an LCD. Toshiba telephones have
feature buttons that access the special ACD features.
The Strata DK digital telephone with an LCD and typical ACD Agent feature buttons
is shown in Figure 1 on Page 2
recommended by Toshiba. If your button names are different, see the System
Administrator or your ACD Supervisor for the definitions.
If your telephone does not have the ACD Agent feature buttons shown, you can enter
access codes to perform the same functions (see
Strata DK ACD Agent 2/99
on the following page. The button names are
"Access Codes" on Page
1
21).
1