Program 39 Overview - Toshiba Strata DK40 Programming Manual

Automatic Call Distribution
ACD Feature
Button Feature
Designation
Reset Queue 448
Alarm
Supervisor Program
Call [PDN] in
Program 39
Speed Dial Speed Dial
Codes Code
Station 10~
*
System 600~
*

Program 39 Overview

This program assigns ACD Agent and Supervisor buttons for Toshiba digital and/or
electronic telephones. All other button codes
Record Sheets
can be programmed with both Agent and Supervisor buttons to enable dual functions,
however, a telephone cannot function as a Supervisor and Agent station simultaneously.
If both Agent and Supervisor buttons are assigned to a telephone, the type of log in code
(Agent or Supervisor) determines how the telephone will function
14-2).
Agent and Supervisor Telephone Programming Considerations
ACD Agent telephones must be programmed with a [PDN] button (or 3RROHG /LQH *US
button) to receive ACD calls.
This button is used to originate and receive PBX calls that register on SMIS when the Agent
is logged into an ACD Group. PBX calls are calls that originate from or ring the Agent.
If the Agent's telephone is not logged into an ACD Group, calls originated or received by the
3'1 or 3RROHG /LQH JUS button are considered non-ACD calls.
If the ACD call is placed on hold while the Supervisor is monitoring it, there is only silence
until the Agent takes the call off-hold and monitoring resumes. The Supervisor telephone is
busy to new calls when in the Monitor mode. (Busy Override, Off-hook Call Announce, and
Camp-on are available to callers that call a Supervisor in the Monitor or Verify Status mode.)
6-50
Program 39 Flexible Button Assignments for ACD Telephones
Program
on Agent
Code Telephone
Program
on Agent
Telephone
49 X
*
999 X
*
in this manual) are allowed on Agent and Supervisor telephones. Telephones
Program on
Supervisor
Telephone
X Used to reset a queue alarm that is sent to the
Supervisor telephone when the number of calls
in queue exceeds the limits of queue alarm
parameters
6, and 11-7 for queue alarm
X This is the [PDN] of the Supervisor telephone.
Supervisor telephones do not require a unique
[PhDN] like Agent telephones.
Toshiba recommends programming more than
one [PDN] onto Supervisor telephones to enable
Agent Help (assistance) calls to ring busy
Supervisor telephones.
Also program Agents with Busy Station Transfer
and Supervisors with Busy Station Ring
Program 35
Program on
Supervisor
Telephone
X All of the above ACD Features can be
programmed onto 6' buttons or onto speed dial
codes. This table shows the range of Station and
X
System Speed Dial Codes by processor.
(see Program 39 Record Sheet in Chapter 3—
Strata DK40 Programming Manual Spring 1999
Notes
(see Programs 14-71~73, 14-8, 11-
parameters).
BST and BSR).
Notes
(see Program 14-1 and
(see