Acd, Pbx, And Non-Acd Calls - Toshiba Strata DK14 General Description Manual

ACD, PBX, and Non-ACD Calls

Agent digital/electronic telephones require a unique, single appearing PhDN programmed on an
ACD Call button. Any single appearing PhDN can be used to log in to any ACD group to receive
ACD calls and to originate or receive PBX calls. Agents can also receive or make non-ACD calls
from other DNs or CO Line buttons. ACD Agents can answer and make these various types of
calls as defined below.
ACD Call – An incoming external line call that is routed or transferred to an ACD group and
then rings on the ACD Call button.
PBX Call – An external or internal call that is routed or transferred directly to the ACD Call
button and not routed through the ACD group. A PBX call is also a call originated from the
ACD Call button on an Agent telephone. When on a PBX call, an Agent cannot receive ACD
calls. When on an ACD call, an Agent cannot receive PBX calls.
Non-ACD Call – Any call received by or originated from a DN or CO Line button that appears
on an Agent telephone, other than the ACD Call button. When on a non-ACD call, an Agent
can receive ACD calls, because the ACD calls will ring on the ACD Call button if idle.
Benefits
ACD agents can make and receive regular calls in addition to receiving ACD calls. PBX calls will
be reported on MIS reports in addition to ACD calls.
Strata DK Feature Description 5/99
Automatic Call Distribution
System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
ACD Agent Features
285