Instruction manual

Features
Automatic Callback (ACB)
Strata CTX General Description 10/04 55
Enhanced ACD Features
Agent Priority Routing
The Agent pool can be expanded when traffic gets heavy based upon agent priority levels. When
all agents are busy at one level, calls automatically get distributed to agents at the next level. Calls
can be distributed by agent priority, preferred agent treatment, or balanced call count.
Multiple Group Agent Login
ACD agents can be logged into multiple ACD groups, enabling agents to answer calls for multiple
groups. This is very useful for back up coverage between groups. It is also the foundation for
skills-based routing and agent priority routing, enabling many advanced call center applications.
Skills-based Routing
Based on the caller’s input, the system can route the call to the agent best suited to handle the call.
Calls can be routed to certain agents, based upon agent capabilities, in addition to Dialed Number
Identification Service (DNIS), CO line, or Auto Attendant routing into different groups. With the
capability for agents to log into multiple groups, calls can be routed to different agents based upon
skills needed for each specific call.
Priority Queuing
ACD calls can optionally be tagged with a priority number before they are placed into the ACD
group queue. The priority number assigned to the call determines where the call is placed in queue.
This feature enables high priority calls to be answered sooner than low-priority calls. The
escalation parameter ensures that no call is lost by higher priority calls.
Automatic Callback (ACB)
System Availability: All systems
When a station user dials a busy station [DN] or outside line access code and receives busy tone,
ACB can be activated by pressing an ACB feature Soft Key or by dialing
4. When the busy [DN]
or outside line becomes available, the station will be automatically called back and be connected to
and ring the originally called station or receive dial tone from an outgoing line.
When ACB is activated, the calling station receives success tone followed by busy tone. Once
ACB is activated, the caller can hang up. ACB can be canceled any time using an access code. It
will also cancel automatically after a predetermined time.
Automatic Line Selection
System Availability: All systems
This feature automatically connects a telephone to a specific line or extension button when the user
lifts the handset off-hook, presses the
Spkr (speaker) button, or presses a digit on the dial pad (Hot
Dialing). This feature is necessary to make telephone operation consistent for the user because a
telephone can have up to 20 line and extension buttons. Each telephone can be assigned in system
programming with various options that determine what type of line or extension button is selected
when the user takes the handset off-hook to make or answer calls.
When answering calls, this option can be set to answer the call or not when a call rings the
telephone and the user takes the handset off-hook. If the option is set to not answer automatically,
the user can press the ringing button on the telephone to answer manually. With Automatic line
selection, if more than one type of call is ringing simultaneously on the telephone, this option
selects which type of call will be answered as a priority, then the longest ringing call in that call
type will be answered first.
Automatic line selection options are set independently for each telephone, for originating new
calls and answering ringing calls. This feature can also be disabled on all or selected telephones to
allow users to manually press a button to originate or answer calls.