After Shift Service - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD System Features

After Shift Service

When an ACD group is in the After Shift mode, callers calling the ACD group are routed to the
group's designated After Shift destination. Each group can have the same or different After Shift
destinations. The After Shift destinations can be any of the following:
A designated station or group of stations
Another ACD group
An announcement
An Auto Attendant
An Attendant Console
A signaling device, such as chimes or a bell
If the After Shift destination is a telephone or announcement device, and it is busy, calls camp onto
the destination. They are answered as the destination becomes available. If the After Shift
destination is another ACD group, the call rings an Agent in that group. If all the Agents are busy,
the call is sent to the end of that group's queue.
After Shift Service can be initiated two ways:
The ACD Supervisor can press the End of ACD Shift button.
The ACD group is automatically placed into the After Shift mode after all Agents logout or (as
a program option) when all Agents are in the Unavailable mode. Calls that are in an ACD
group queue just prior to the After Shift mode follow the normal queue routing programmed
for that ACD group. The After Shift mode is automatically cancelled when the first Agent logs
into an ACD group making the group available to receive ACD calls.
Benefits
Routes after-hours calls quickly and efficiently without effecting customer service. The destination
can be another ACD group, telephone, or announcement device.
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System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
Strata DK Feature Description 5/99