Telephone Systems General Description

Contents
Chapter 6 – Features
Strata CTX General Description 11/02 iii
Automatic Call Distribution (ACD) Server ......................................................................................... 38
Multiple Group Agent Login .........................................................................................................38
Skills-based Routing ......................................................................................................................38
Priority Queuing ............................................................................................................................38
Advanced Call Routing ................................................................................................................. 38
Agent Priority Routing .................................................................................................................. 39
Intelligent Announcements ............................................................................................................39
IVR Voice Assistant Open Database Connectivity (ODBC) Access ............................................39
Automatic Callback (ACB) ..................................................................................................................39
Automatic Line Selection .....................................................................................................................39
Automatic Release ...............................................................................................................................40
Automatic Release from Hold .......................................................................................................40
Automatic Release of Incoming Calls ...........................................................................................40
Station Automatic Release .............................................................................................................40
Background Music (BGM) ..................................................................................................................40
Call Completion ...................................................................................................................................40
Call Forward .........................................................................................................................................41
Station Call Forward ......................................................................................................................41
System Call Forward .....................................................................................................................41
Call Forward Conditions ...............................................................................................................41
Call Forward Destination ...............................................................................................................42
Call Forward – Call Types .............................................................................................................42
Call Forward Remote .....................................................................................................................42
Call History ..........................................................................................................................................42
Call Park ............................................................................................................................................... 43
Call Park Orbits .............................................................................................................................43
Park and Page ................................................................................................................................ 43
Call Pickup ........................................................................................................................................... 43
Call Waiting .........................................................................................................................................43
Caller Identification .............................................................................................................................44
ISDN Calling ID Name and Number ............................................................................................ 44
Camp on Busy ......................................................................................................................................44
Automatic Camp On ...................................................................................................................... 44
Off-hook Camp On ........................................................................................................................45
Cancel Button ....................................................................................................................................... 45
Centrex/PBX Compatible .....................................................................................................................45
Centrex Ringing Repeat .......................................................................................................................45
Classes of Service (COS) .....................................................................................................................45
Computer Telephony Integration (CTI) ...............................................................................................46
Digital Telephone Integrated PC Interface ....................................................................................46
Conference Calls ..................................................................................................................................46
Conference On-Hold ......................................................................................................................46
Join Button ..................................................................................................................................... 46
Releasing from Tandem CO Line Connections .............................................................................46
Voice Mail Conference .................................................................................................................. 47
Continuous DTMF Tone ......................................................................................................................47
Credit Card Calling ..............................................................................................................................47
CTX WinAdmin ...................................................................................................................................47
Data Privacy .........................................................................................................................................47
Day/Night Mode – Auto Schedule ....................................................................................................... 48