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Strata CT ACD Supervisor November 2001
Buttons The Grand Tour
Flexible Buttons
The buttons described in Table 2 are specific to the ACD Supervisor’s telephone (also see examples in
Figure 1).
* Must be programmed using
SD
buttons for one-touch access. (See Appendix A for instructions.)
Note
Toshiba recommends that Supervisor telephones have at least two [PDN] buttons to answer
Agent Assistance calls when monitoring ACD calls, Agent/Queue Status.
Table 2 Flexible Button Definitions
Button Definition
ACD Call Pickup
Picks up ACD calls ringing at any Agent’s telephone in the same group. The calls
are no longer registered as an ACD call.
Agent Status Displays the status of Agents in a particular ACD Group. Use Scroll to step through
the status of agents in the group.*
End of ACD Shift Activates the after-shift service of an ACD Group and directs all new incoming ACD
calls to a pre-assigned destination.
Monitor ACD Call Monitors (listens to) an ACD call.
Night Transfer/NT Lock Routes incoming calls to/from an ACD group during different times of the day. These
buttons are not always needed by ACD Supervisors.
Queue Status Displays how many calls are waiting in the queue for a particular ACD Group and
how long each call has been waiting.*
Reset Queue Alarm Resets the queue alarm and its timer.
Supvr Auto Log In Enables you to automatically log into the ACD Group as a Supervisor.*
Transfer to ACD Group Transfers Exchange line calls (non-ACD or ACD) into an ACD Group.
*