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The Grand Tour
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
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
Agent Status
example,
SD
Speed Dial (
the LCD.
Other features are assigned to the flexible buttons on your telephone; for example,
Alarm
which signals you when too many calls are waiting in queue and
monitors Agents conversations on ACD calls.
A list of flexible ACD feature buttons is on
If your ACD feature button names are different, see your telephone System Administrator for their
definitions.
Strata CT ACD Supervisor November 2001
Queue Status
and/or
) buttons. When you use these buttons, the Agent and/or Queue Status is displayed on
Figure
can be programmed for one-touch access using
Page
4. The button names are recommended by Toshiba.
1). The LCD provides important
Reset Queue
Monitor ACD Call
1
which
1
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