Toshiba Strata CTX Manual page 23

Table 3 Share Agent's Behavior (continued)
Operation
Unavailable on Missed
Call
Prevent last agent logout/
unavailable if calls waiting
Agent List — use for
Linear and Round Robin
Call Distribution
Send LCD Message and
Alarm Tone
Thresholds calculation
Preferred Agent
ACD Help
Monitoring Calls
Call Back Behavior
During a Voice Assistant announcement (initial or periodic), the caller can be offered
the choice to be called back when his place in queue occurs. When callback is offered,
the caller can reject it and stay in the queue or accept the call back.
If the caller chooses the Call Back option he will be prompted for his call back number
and optionally to describe the reason for his call. The ACD then holds his place in
queue, and when it's ready to be answered by an Agent, the ACD uses a Voice
Assistant port to call the Agent, play the call back information, and then place the call
back call.
Once a call back has been registered, ACD replaces the call with a call back's
placeholder and keeps its position in the same queue. When it comes time for the call
Strata CTX ACD System Administrator
Share Group
Share Group
Share Group
Agents in Share Group do not get LCD Message and Alarm
Tone sent by Main Group.
Agent in Share Group is not used in threshold calculations
Preferred Agent feature only applies to agents in the Main
Group and in the Share Group.
When an agent in Share Group (while taking a call that came
from the Main Group) requests ACD Help, the agent gets
help from a supervisor in the Main Group. This is appropriate
since those supervisor(s) are probably the most able to give
help since the call came from that group.
A supervisor is only allowed to monitor an agent that
belongs to the same ACD Group, that is he/she supervises.
10/04
System Administrator
Behavior
Actions Tab
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