Toshiba CIX-SG-CCACD-VB manual Grand Tour, ACD Agent

Page 11

The Grand Tour

1

 

 

Automatic Call Distribution (ACD) for Toshiba Strata systems provides a quick, efficient means of handling a large volume of incoming calls that are automatically connected to ACD Agent Groups.

Calls are served in order of arrival based upon assigned priorities and are automatically distributed among available Agents. The ACD features also provide announcements to incoming callers when no Agent positions are available to immediately handle the call.

ACD Agent

An ACD Agent can use a Toshiba Strata 3000- or 2000-series digital telephone. Toshiba recommends using a Strata 3000-series Liquid Crystal Display (LCD) telephone for all Agents requiring display functions. The Strata 3000-series LCD digital telephone has improved data handling capabilities for instantaneous display updates. If the Strata 2000-series LCD digital telephone is used, the display will go blank for one to several seconds during ACD information updates.

LCD telephones can be very helpful for displaying queue status and assisting in several features involving data entry from the telephone, such as logging into multiple groups. Toshiba telephones have feature buttons that access the ACD features.

Strata CIX ACD Agent/Supervisor Telephone 05/06

1

Page 10 Page 12
Image 11
Page 10 Page 12
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 become Available Unavailable and AvailableTo Log Out of one or more groups To end Wrap Up Time End Wrap Up TimeTo Display Status for an Agent Status DisplayTo Display Status for a Group or a Queue To Use Auto Scroll On Options To turn Auto Scroll On or OffTo Use Auto Scroll Off Options To set the Auto Scroll IntervalTo change ACD shift mode Shift ModeSupervisor Only Feature To view Alarms Queue AlarmsStatus Features Feature Interaction Call FeaturesTo place calls on Hold Answering CallsHold To answer an ACD callTo 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 UnitsTo Monitor a call To cancel MonitoringCall Monitoring/Join Call To Join a call ACD IndexIndex ~ W Index
Top Page Image Contents