Toshiba Strata CT, Installation & Maintenance Manual

Page: 243 / 385

Strata CT I&M Manual October 2000
7-1
ACD Installation
7
This chapter includes information on the Automatic Call Distribution (ACD) and
Management Information System (MIS) for:
◆
Strata CT systems (applies to all common control units)
Included in this chapter are installation instructions.
Note
Only qualified service technicians and system programmers should install ACD/
MIS.
ACD automatically routes incoming calls so they are equally distributed to a group of ACD
Agents.
Figure 7-1 shows an example of how a typical ACD call is handled.
The Strata CT System provides many ACD functions and custom keys on for Toshiba
DKT2500-series telephones. For instance, the ACD Supervisor can monitor calls and assist
Agents through use of an LCD telephone, programmed especially for the Supervisor which
shows ACD Agent and Group information. Telephone instructions are provided in the
Strata
CT ACD Supervisor Guide and Agent User Guide.
Figure 7-1 ACD Call Handling Example
Incoming Call
ACD Group X ACD Group Y
ACD Queue
(No Overflow Assignment)
ACD Queue
• Station PDN, or
• Attendant Console
• Another ACD Group
• Auto Attendant
• Announcement
Station
Auto Attendant
(Built-in or External)
1971
H
C