Toshiba Strata DK40 Programming Manual page 351

Program 39 Flexible Button Assignments for ACD Telephones
ACD Feature
Button Feature
Designation Code
Unavailable 452
ACD Help 449
End After Call 445
Work Time
End Of 443
ACD Shift
Transfer to Conf/Trn +
ACD Group #406XX
Monitor 447
ACD Call
Queue Status [PDN] +
#404XX
Agent [PDN] +
Status #405XX
Strata DK40 Programming Manual Spring 1999
Program Program on
on Agent Supervisor
Telephone Telephone
X
X
X
X
X X
X
X
X
Automatic Call Distribution
Notes
Turns the Agent's availability off and on. While in
this mode, the Agent does not receive any new
incoming ACD calls.
Rings a Supervisor [DN] button, enabling an
Agent to request assistance while talking on an
ACD call. Calls the highest numbered
Supervisor telephone or [PDN]
Manually cancels unused wrap-up time. This
enables an Agent to receive another ACD call.
Enables the Supervisor to stop new calls from
entering the ACD Group queue or from ringing
Agents. The End of ACD Shift mode routes new
calls to the After Shift destination set in
14-6. A Supervisor must be logged in to use this
button.
Program this Speed Dial sequence on
telephones that must transfer calls to ACD
Groups. This enables one-touch transfer of
Exchange lines (loop start or DDI/tie) to ACD
Group XX. XX = ACD Group 01~08.
Transfer to an ACD Group is always blind and
immediate and does not recall the transferring
station.
If the ACD Group shift is ended or all Agents are
unavailable, the transferred call is routed per the
called Group's After Shift or All Agents
Unavailable destination.
Used by Supervisor to monitor Agent calls
(Supervisor telephone only). Enables the
Supervisor to listen to any Agent's ACD calls
(not non-ACD or PBX calls) by pressing the
0RQLWRU $&' &DOO button and then entering
the Agent's ID code.
During Agent monitoring, a one-way talk path
enables the Supervisor to listen to the Agent/
outside party conversation without the Agent/
caller hearing the Supervisor.
An optional "Call Monitor" tone (dial tone burst)
can be sent to the Agent/caller every 15 seconds
(see Program 10-4, LED
Supervisor is monitoring the ACD call. The
Agent LCD displays MONITOR BY SUPRV
when this option is enabled.
Program these speed dial buttons on the
Supervisor's telephone to enable quick access
to Queue Status, Agent Status, and one-touch
Supervisor log in.
(XX = ACD Group 01~08)
Program
03) while the
6-49