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Strata CT ACD Supervisor November 2001
Feature Interaction Features
Feature Interaction
Strata CT provides the ACD features from system-resident software. Some station features are
changed when a station is activated as an ACD Agent or Supervisor. Standard station capabilities are
determined by your station class of service. You can still use the standard station buttons:
Cnf/Trn
,
Hold
,
Redial
,
Mic
,
Msg
, and
Spkr
.
The features listed below are affected when your station is logged in as Supervisor:
♦
Call Forwarding – Your primary and non-ACD [PhDNs] can set Call Forwarding. The Agent
assistance calls do not forward, but do ring at your station [PDN]. All other types of calls forward
from your [PDN] normally.
♦
Message and Display – Soft Key labels and LCD messages unrelated to ACD do not display at
your station. All other types of messages do display.
♦
Station Do Not Disturb – The Station DND feature can be activated when your station is an ACD
Supervisor station. DND applies to all calls directed to the [PDN]. Agent telephones must have
the DND Override feature to request assistance if your telephone is in the DND mode.
♦
Executive Override – If an Agent is talking on an ACD or PBX call, executive override of ACD/
PBX calls is not allowed, but the Supervisor can call the Agent’s [PDN] or an idle [PhDN].
♦
Agent Assistance – If you are busy, but one [PDN] is idle, your Agent can still ring you for
assistance. Up to four [PDNs] are available on a Supervisor station.
As a Supervisor you may want to receive ACD calls to assist agents during peak call load periods. To
do this your Supervisor telephone must have an assigned
ACD Call
button before it can function as
an Agent telephone.