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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/00 6-37
Automatic Call Distribution
8QDYDLODEOH X
Turns the Agent’s availability off and on. While in this
mode, the Agent does not receive any new incoming
ACD calls.
$&'+HOS X
Rings a Supervisor [DN] button, enabling an Agent to
request assistance while talking on an ACD call.
Calls the highest numbered Supervisor telephone or
[PDN]
(QG$IWHU&DOO
:RUN7LPH
X
Manually cancels unused wrap-up time. This enables
an Agent to receive another ACD call.
(QG2I
$&'6KLIW
X
Enables the Supervisor to stop new calls from
entering the ACD Group queue or from ringing
Agents. The End of ACD Shift mode routes new calls
to the After Shift destination set in Program 14-6. A
Supervisor must be logged in to use this button.
7UDQVIHUWR$&'
*URXS
&RQI7UQ
;;
XX
Program this Speed Dial sequence on telephones
that must transfer calls to ACD Groups. This enables
one-touch transfer of CO lines (ground/loop start or
DID/Tie) to ACD Group;;. ;;= ACD Group
01~16.
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.
0RQLWRU
$&'&DOO
X
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
Monitor ACD Call 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 03) while the Supervisor is
monitoring the ACD call. The Agent LCD displays
MONITOR BY SUPRV when this option is enabled.
4XHXH6WDWXV
[PDN] +
;;
X
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 01~16)
$JHQW
6WDWXV
[PDN] +
;;
X
5HVHW4XHXH
$ODUP
448 X
Used to reset a queue alarm that is sent to the
Supervisor telephone when the number of calls in
queue exceeds the limits of queue alarm parameters
(see Programs 14-71~73, 14-8, 11-6, and 11-7 for
queue alarm parameters).
ACD Feature Button
Designation
Feature Code
Program
on Agent
Telephone
Program on
Supervisor
Telephone
Notes