Program 39 Flexible Button Assignments for ACD Telephones
Automatic Call Distribution
Strata DK40 Programming Manual Spring 1999
6-49
Unavailable
452
X
Turns the Agent’s availability off and on. While in
this mode, the Agent does not receive any new
incoming ACD calls.
ACD Help
449
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]
End After Call
Work Time
445
X
Manually cancels unused wrap-up time. This
enables an Agent to receive another ACD call.
End Of
ACD Shift
443
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
. A Supervisor must be logged in to use this
button.
Transfer to
ACD Group
Conf/Trn +
#406XX
X
X
Program this Speed Dial sequence on
telephones that must transfer calls to ACD
Groups. This enables one-touch transfer of
Exchange lines (loop start or DDI/tie) to ACD
Group XX. XX = ACD Group 01~08.
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.
Monitor
ACD Call
447
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
0RQLWRU $&' &DOO
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
(
) while the
Supervisor is monitoring the ACD call. The
Agent LCD displays MONITOR BY SUPRV
when this option is enabled.
Queue Status
[PDN] +
#404XX
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 01~08)
Agent
Status
[PDN] +
#405XX
X
ACD Feature
Button
Designation
Feature
Code
Program
on Agent
Telephone
Program on
Supervisor
Telephone
Notes
