Toshiba Strata DK - Transferring Calls to an ACD Group

Features
Transferring Calls to an ACD Group
18
Strata DK ACD Agent 2/99
Transferring Calls to an ACD Group
Calls answered from a station or attendant console can be transferred to an ACD
Group, a specific Agent, or your Supervisor.
➤ To transfer a call to another Agent or Supervisor
➤
Press

+
!"#*
+
--
...or, for single-line
phones, hookflash
and press
!"#* +
-- .
The call is transferred to the designated group.
YY = ACD Group number (01~16).
Notes
●
If no Agent is logged in or available, the call routes
to the group’s after-shift or queue-overflow-point
destination as assigned in system programming.
●
If all Agents in the “transferred to” ACD Group
are busy, the call is placed at the end of the group’s
queue and routed as a normal incoming ACD call
in the queue.
●
After dialing the last digit of the ACD Group
number, the call is disconnected from the
transferring station.
➤
Press

+
Agent or Supervisor
[PDN] or [PhDN]
...or, if you have a
standard telephone,
hookflash and enter the
Agent or Supervisor
[PDN] or [PhDN].
Notes
●
Transferring a call to the Supervisor’s or another
Agent’s [PDN] in your group works just like a
regular, non-ACD call transfer. These calls are not
tracked for MIS purposes.
●
Calls transferred to an Agent’s ACD Call [PhDN]
directory number are tracked as PBX calls for MIS
purposes.