Chapter 5 - Automatic Call Distribution; Acd Operation - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
Strata DK424 Automatic Call Distribution (ACD) capability is provided as a value-added option
with the RCTUBA/BB, RCTUC/D, and RCTUE/F processor versions. Each DK424 processor
supports the following number of stations and CO lines.
RCTUBA/BB – combination of up to 80 stations or 48 CO lines (up to 2 cabinets).
RCTUC/D – combination of up to 240 stations or 144 CO lines (up to 6 cabinets).
RCTUE/F – combination of up to 336 stations or 200 CO lines (up to 7 cabinets).
Note ACD is not available with the DK424 RCTUA or DK40i and DK14 systems.

ACD Operation

The ACD feature can accommodate up to 16 ACD groups, 120 individual Agent stations, 256
Agent identification codes, and 16 Supervisor identification codes (see
Table 15 Strata DK System ACD Capacities
ACD Maximum Capacities
for Strata DK424 Systems
Number of Groups
Number of Supervisor Positions
Number of Agent ID Codes
See the Strata DK General Description for more information on common control units.
Note
Call centers need an efficient method for the automatic distribution of a large number of incoming
calls to prearranged groups of Agent positions. ACD in the Strata DK is the most cost-effective
method for distributing incoming calls to call centers. The calls are served in the order of their
arrival and are evenly distributed among the Agents (see
Strata DK Feature Description 5/99
Table 15).
RCTUC/D
RCTUBA/BB
RCTUE/F
8 16
8 16
200 256
Figure 14).
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