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

The Grand Tour
Automatic Call Distribution (ACD) for Toshiba Strata CT 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 operator. 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 or electronic telephone. Toshiba
telephones have feature buttons that access the special ACD features.
The Strata CT digital telephone with an LCD and typical ACD Agent feature buttons is shown in
Figure 1 on Page 2
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 CT ACD Agent November 2001
on the following page. The button names are recommended by Toshiba. If your
"Access Codes" on Page 19).
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