Toshiba CIX-SG-CCACD-VB manual Flexible Buttons

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The Grand Tour

ACD Telephone

Flexible Buttons

All flexible buttons must be programmed for your telephone in system programming and vary for individual telephones. If a button does not appear on telephone keystrip, see your System Administrator. Table 1 explains the function of each ACD button.

Table 1

Flexible Button Definitions

 

 

 

Button

 

Definition

 

 

 

 

 

The extension that is used to log into an ACD Group becomes the

ACD Call

 

telephone's ACD Call button. This button enables an Agent or

 

Supervisor to receive ACD calls, make/receive PBX calls, and Log In/Out

 

 

of the ACD Group. This button can be used to make/receive non-ACD

 

 

calls when logged out.

 

 

 

ACD Help

 

Places an ACD call on hold and automatically rings the Supervisor.

 

 

 

ACD PU

 

Enables an Agent to Pick Up ACD calls ringing at any Agent’s telephone

 

in the same group. The call remains registered as an ACD call after being

(Pick up)

 

 

picked up.

 

 

 

 

 

 

 

Avail: Enables the telephone to accept ACD calls.

Avail/

 

Unavail: Stops ACD calls from temporarily ringing the telephone. Calls will

Unavail

 

stack up in queue if all Agents are Unavailable. Calls will go to

 

 

Re-route Destination only if all Agents Log Out.

 

 

 

End Wrap Up

Sets Wrap Up time to end in one second. After one second, the telephone

becomes available to take ACD calls.

 

 

 

 

 

 

 

(Supervisor only) Used to start or end an ACD shift. Pressing this button

Start/End

 

shows options on the LCD: 1 Disable, 2 Enable, 3 Scheduled. “End shift”

Shift

 

stops calls from entering the ACD queue and directs all new incoming

 

 

ACD calls to a pre-assigned destination.

 

 

 

Log In/Out

Agents or Supervisors use this to log in and out of the ACD Group. It is

used with the ACD Call button.

 

 

 

 

Monitor Call

(Supervisor only) Monitors (listens to) an ACD call.

 

 

 

Join

 

(Supervisor only) This enables the Supervisor to participate in the

 

Agent’s call, making it a three-way conference.

 

 

 

 

 

Work Unit

 

Assigns a tracking code to an ACD call.

 

 

 

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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 To become Available Unavailable and AvailableTo Log Out of one or more groups End Wrap Up Time To end Wrap Up TimeTo Display Status for an Agent Status DisplayTo Display Status for a Group or a Queue To set the Auto Scroll Interval To turn Auto Scroll On or OffTo Use Auto Scroll Off Options To Use Auto Scroll On OptionsTo change ACD shift mode Shift ModeSupervisor Only Feature Queue Alarms To view AlarmsStatus Features Call Features Feature InteractionTo answer an ACD call Answering CallsHold 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 Monitor a call To cancel MonitoringCall Monitoring/Join Call To Join a call Index ACDIndex ~ W Index