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Strata CT ACD Supervisor November 2001
1
The Grand Tour
1
Companies that receive a large volume of incoming calls can handle them quickly and easily with the
Automatic Call Distribution (ACD) features available on Toshiba’s Strata CT system. Designated
incoming calls bypass the operator and go directly to an answering pool of ACD Agents. From there,
calls are evenly distributed to individual Agents.
ACD Group Supervisor
As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba proprietary
digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The LCD provides important
information about the ACD Group or an individual Agent’s activities.
The buttons on your Supervisor Telephone can be programmed to perform different tasks for you. For
example,
Agent Status
and/or
Queue Status
can be programmed for one-touch access using
Speed Dial (
SD
) buttons. When you use these buttons, the Agent and/or Queue Status is displayed on
the LCD.
Other features are assigned to the flexible buttons on your telephone; for example,
Reset Queue
Alarm
which signals you when too many calls are waiting in queue and
Monitor ACD Call
which
monitors Agents conversations on ACD calls.
A list of flexible ACD feature buttons is on Page 4. The button names are recommended by Toshiba.
If your ACD feature button names are different, see your telephone System Administrator for their
definitions.