Chapter 1 - The Grand Tour; Acd Agent - Toshiba Strata CTX User Manual

The Grand Tour
Automatic Call Distribution (ACD) for Toshiba Strata CTX systems provides a quick,
efficient means of handling a large volume of incoming calls that are automatically
connected to ACD Agent Groups.
Calls are served in order of arrival based upon assigned priorities and are
automatically distributed among available Agents. The ACD features also provide
announcements to incoming callers when no Agent positions are available to
immediately handle the call.

ACD Agent

An ACD Agent can use a Toshiba Strata 3000- or 2000-series digital telephone.
Toshiba recommends using a Strata 3000-series Liquid Crystal Display (LCD)
telephone for all Agents requiring display functions. The Strata 3000-series LCD
digital telephone has improved data handling capabilities for instantaneous display
updates. If the Strata 2000-series LCD digital telephone is used, the display will go
blank for one to several seconds during ACD information updates.
LCD telephones can be very helpful for displaying queue status and assisting in
several features involving data entry from the telephone, such as logging into multiple
groups. Toshiba telephones have feature buttons that access the ACD features.
Strata CTX ACD Agent/Supervisor Telephone 07/04
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