Strata DK40 I&M Manual Spring 1999
7-1
Refer to the Strata DK40 Programming Manual or DK Library CD-Rom for more details.
DK40 ACD Installation
7
This chapter includes information on the Automatic Call Distribution (ACD) and
Management Information System (MIS) for:
◆ Strata DK40 systems
Included in this chapter are installation instructions and ACD programming procedures. For
more information around the programming refer to the DK40 Programming Manual.
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 DK40 System provides many ACD functions and custom keys on for Toshiba
DKT2000-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
DK40 ACD Supervisor Guide and Agent User Guide.
Incoming Call
ACD Group X ACD Group Y
ACD Queue
(No Overflow Assignment)
ACD Queue
• Station PDN, or Exchange Line
• Another ACD Group
• Auto Attendant
• Announcement
• Voice Mail
Station
Auto Attendant
(Built-in or External)
1971
Figure 7-1 ACD Call Handling Example
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