Toshiba CIX-SG-CCACD-VB manual ACD Group Supervisor, ACD Telephone

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The Grand Tour

ACD Group Supervisor

ACD Group Supervisor

ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with an LCD. The LCD provides important information about the ACD Group or an individual Agent's activities.

The ACD Group Supervisor’s log in enables access to features that are exclusive to Supervisors.

•Start/End Shift is used to start an ACD shift. It toggles to End Shift when pressed again. End Shift prevents calls from entering the ACD queue.

•Another ACD button is Monitor Call, which enables Supervisors to monitor Agent’s conversations on ACD calls. Supervisors can also participate in the call by pressing Join.

•Both Agents and Supervisors can display the queue status, but Supervisors can display the call status of individual Agents.

•Agents can call the ACD Group Supervisor for help with an ACD call. The Supervisor can talk to the agent with the ACD call on hold, or talk exclusively to the caller while the Agent drops out, or participate in a three-way conversation with the Agent and the ACD caller.

•Supervisors can opt to log in as an Agent in order to alleviate heavy call loads.

ACD Telephone

The Strata 3000-series digital telephone with an LCD and typical ACD feature buttons is shown on the next page. The button names are recommended by Toshiba. If your button names are different, see the System Administrator or your ACD Supervisor for the definitions.

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Strata CIX ACD Agent/Supervisor Telephone 05/06

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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 Conventions Calls attention to important instructions or informationRelated Documents/Media CD-ROMsIntroduction Grand Tour ACD AgentACD Group Supervisor ACD Telephone4886$/6 $& Flexible Buttons Extension Number Buttons Agent Telephone Status TonesStatus Features Logging In/OutTo Log To Log Out of all groups Unavailable and Available To Log Out of one or more groupsTo become Available End Wrap Up Time To end Wrap Up TimeStatus Display To Display Status for a Group or a QueueTo Display Status for an Agent To turn Auto Scroll On or Off To Use Auto Scroll Off OptionsTo set the Auto Scroll Interval To Use Auto Scroll On OptionsShift Mode Supervisor Only FeatureTo change ACD shift mode Queue Alarms To view AlarmsStatus Features Call Features Feature InteractionAnswering Calls HoldTo answer an ACD call To place calls on HoldACD Call Pickup To Pick up an ACD call ringing at another stationACD Help To call your Supervisor for HelpAgent Assistance Help Call To answer an Agent’s call for HelpWork Units To Enter a Work Unit CodeTo cancel Monitoring Call Monitoring/Join CallTo Monitor a call To Join a call Index ACDIndex ~ W Index
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