Toshiba CIX-SG-CCACD-VB manual ACD Agent/Supervisor Telephone User Guide

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ACD Agent/Supervisor Telephone User Guide

May, 2006

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Contents ACD Agent/Supervisor Telephone User Guide Publication Information Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Contents Call Features Introduction Calls attention to important instructions or information ConventionsCD-ROMs Related Documents/MediaIntroduction ACD Agent Grand TourACD Telephone ACD Group Supervisor4886$/6 $& Flexible Buttons Extension Number Buttons Tones Agent Telephone StatusLogging In/Out Status FeaturesTo Log To Log Out of all groups To Log Out of one or more groups Unavailable and AvailableTo become Available To end Wrap Up Time End Wrap Up TimeTo Display Status for a Group or a Queue Status DisplayTo Display Status for an Agent To Use Auto Scroll Off Options To turn Auto Scroll On or OffTo set the Auto Scroll Interval To Use Auto Scroll On OptionsSupervisor Only Feature Shift ModeTo change ACD shift mode To view Alarms Queue AlarmsStatus Features Feature Interaction Call FeaturesHold Answering CallsTo answer an ACD call To place calls on HoldTo Pick up an ACD call ringing at another station ACD Call PickupTo call your Supervisor for Help ACD HelpTo answer an Agent’s call for Help Agent Assistance Help CallTo Enter a Work Unit Code Work UnitsCall Monitoring/Join Call To cancel MonitoringTo Monitor a call To Join a call ACD IndexIndex ~ W Index