Features
Feature Interaction
6
Strata DK ACD Agent 2/99
Feature Interaction
Strata DK provides the ACD features from system-resident software. These features
are affected when your station is logged in as Agent:
♦ Call Forwarding – All types of Call Forwarding from [PDNs] and [PhDNs] are
allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in
the normal manner.
♦ Message and Display – Soft Key labels and LCD messages unrelated to ACD do
not display at your station. All other types of messages do display.
♦ Station Do Not Disturb – The Station DND feature does not operate when your
station receives an ACD call. DND only applies to non-ACD or PBX calls
directed to the [DN].
♦ Executive Override – If you are talking on an ACD or PBX call, executive
override of ACD/PBX calls is not allowed, but the Supervisor can call your
[PDN] or an idle [PhDN].
Quick Reference
The following pages are a quick reference for using your telephone’s ACD features.
Agent Calls
The types of calls handled by Agents are described in Table 3.
Table 3 Types of ACD Agent Calls
Type of Call Description
ACD
External call that is routed and/or transferred to an ACD Group and rings on your
button.
1
PBX
External or internal call that is routed and/or transferred directly to your
button directory number [PhDN]; or a call made from the
button. You
cannot receive ACD calls when you are on a PBX call.
1
Non-ACD
Any call received or made from a [DN] or CO
button that is not your
button. The calls are not registered on MIS reports. You continue to receive
ACD calls if you are logged into the ACD group.
1
Registered on MIS reports.
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