Toshiba Strata Dk424 Acd Agent Guide

Telecommunication Systems Division
February 1999
Digital Business Telephone Systems
ACD Agent Guide 

Publication Information
Toshiba America Information Systems, Inc., 
Telecommunication Systems Division, reserves the right, 
without prior notice, to revise this information publication for 
any reason, including, but not limited to, utilization of new 
advances in the state of technical arts or to simply change the 
design of this document.
Further, Toshiba America Information Systems, Inc., 
Telecommunication Systems Division, also reserves the right, 
without prior notice, to make such changes in...

Strata DK ACD Agent 2/99i
Contents
Introduction
Organization ............................................................................................................... iii
Conventions   ............................................................................................................... iv
Related Documents  ...................................................................................................... v
Chapter 1 – The Grand Tour
ACD Group Agent...

Contents
Chapter 2 - Features
iiStrata DK ACD Agent 2/99
ACD Call  ....................................................................................................................12
ACD Call Pickup  ........................................................................................................14
ACD Help  ...................................................................................................................15
End After Call Work...

Strata DK ACD Agent 2/99iii
Introduction
This guide is designed to provide instructions for the ACD Agent regarding the use of 
Automatic Call Distribution (ACD) on Toshiba’s Strata DK system. It provides step-
by-step instructions on how to use the ACD Agent buttons on the Agent station.
For instructions on using the non-ACD features of your telephone, refer to the 
appropriate Quick Reference Guide or User Guide (see “Related Documents” on 
Page v).
This guide does not provide instructions for the ACD...

Introduction
Conventions
ivStrata DK ACD Agent 2/99
Conventions 
NoteElaborates specific items or references other information. Within some tables, 
General Notes apply to the entire table and numbered Notes apply to specific 
items.
Important!Calls attention to important instructions or information.
äLetters in [brackets] represent buttons which have Directory Numbers on them. 
For example: The left column gives 
you single or 
numbered steps that 
you need to perform a 
procedure. The right column...

Introduction
Related Documents
Strata DK ACD Agent 2/99v
Related Documents
The following user guides can be referenced for additional information:
©Strata DK424 Call Center Solutions General Description
©Strata DK ACD Supervisor Guide
©Strata DK Digital Telephone User Guide
©Strata DK Digital Telephone Quick Reference Guide
©Strata DK Electronic Telephone User Guide
©Strata DK Electronic Telephone Quick Reference Guide
©Strata DK Standard Telephone User Guide 

Introduction
Related Documents
viStrata DK ACD Agent 2/99 

Strata DK ACD Agent 2/991
The Grand Tour1
Automatic Call Distribution (ACD) for Toshiba Strata DK systems provides a quick, 
efficient means of handling a large volume of incoming calls. The calls can be 
automatically connected to ACD Agent Groups, bypassing an attendant. Calls are 
served in order of arrival and are automatically distributed among the Agents. The 
ACD features also provide announcements to incoming calls when no Agent positions 
are available.
ACD Group Agent
An Agent in an ACD Group...

The Grand Tour
ACD Group Agent
2Strata DK ACD Agent 2/99
Figure 1 Sample ACD Agent Telephone with ACD Feature Buttons
Mode Page Scroll
Speed
Dial
Primary DN
204 Release
Log In/Out
ACD Call
Pickup
Work
Unit
Unavailable
End After
Call Work
ACD
Help
ACD
Call (PhDN)
2517