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Automatic Call Distribution
Program 39 – Flexible Button Assignments for ACD Telephones
Strata DK Programming 5/00 6-39
Automatic Call Distribution
Program 39 Overview
This program assigns ACD Agent and Supervisor buttons for Toshiba digital and/or electronic
telephones. All other button codes (see Program 39 Record Sheet in Chapter 10—Record Sheets in
this manual) are allowed on Agent and Supervisor telephones. Telephones can be programmed
with both Agent and Supervisor buttons to enable dual functions, however, a telephone cannot
function as a Supervisor and Agent station simultaneously.
If both Agent and Supervisor buttons are assigned to a telephone, the type of log in code (Agent or
Supervisor) determines how the telephone will function (see Program 14-1 and 14-2).
Agent and Supervisor Telephone Programming Considerations
ACD Agent telephones must be programmed with a [PhDN] button (called the
$&'&DOO button)
to receive ACD calls. This button must be a unique [PhDN] that appears only on that Agent
telephone.
The
$&'&DOO button is used to originate and receive PBX calls that register on SMIS when the
Agent is logged into an ACD Group with the
$&'&DOO button. PBX calls are calls that originate
from or ring the Agent
$&'&DOO button when the $&'&DOO button [PhDN] is dialed or when a CO
line is programmed to ring the
$&'&DOO button [PhDN].
If the Agent’s telephone is not logged into an ACD Group, calls originated or received by the
$&'
&DOO
button are considered non-ACD calls.
Do not program ACD CO
/LQH or 3RROHG/LQH*US buttons on Agent telephones. Supervisor
telephones do not require an ACD [PhDN].
If the ACD call is placed on hold while the Supervisor is monitoring it, there is only silence until
the Agent takes the call off-hold and monitoring resumes. The Supervisor telephone is busy to new
calls when in the Monitor mode. (Busy Override, Off-hook Call Announce, and Camp-on are
available to callers that call a Supervisor in the Monitor or Verify Status mode.)
Important! The Monitor mode is automatically cancelled if an Agent transfers an ACD call.
Related Programs
♦ Programs ground/loop start CO line ringing assignments (Programs 81~89) for use with
Overflow/After Shift destinations in Programs 14-4, 14-5, and 14-6.
♦ Programs CO line Group assignments (Program 16) for lines that are assigned to an ACD
Group in Program 14-0.