Toshiba CIX-SG-CCACD-VB manual Status Display, To Display Status for a Group or a Queue

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Status Features

Status Display

Status Display

ACD Agents and Supervisors can press a button to display the queue status. The Supervisor's phone is also able to view the Agent Status (Available, Unavailable, etc.) for each Agent logged into your ACD Group.

A button is available for the phone to allow for stopping or re-starting the Status Display. When a call is active, this display is removed to enable the Strata to present information about that call. When the call is ended, Queue Status is restored.

To Display Status for a Group or a Queue

1.Press Display Status. The ACD group name appears on the top line. Example shown right (bottom line), one out of four Agents has logged in, there are two calls waiting, and the longest time a call has been waiting is four minutes.

2.Press Page to return to Queue Status.

To Display Status for an Agent

1.(Supervisor only) Press Display Status.

2.Press Page to view the Agent Status for that group. Press Scroll to view the next Agent. Agent status is shown on the bottom line. Status modes are:

IDLE LOG OUT UNAVAIL NON ACD (call) ACD (call)

WRAP-UP

3.Press Page to return to Queue Status.

QUEUE < Group Name>

A 1/4 CW 2

04:00

QUEUE < Group Name> IDLE: <Agent’s Name>

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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 Log Out of one or more groups Unavailable and AvailableTo become Available End Wrap Up Time To end Wrap Up TimeTo Display Status for a Group or a Queue Status DisplayTo Display Status for an Agent To set the Auto Scroll Interval To turn Auto Scroll On or OffTo Use Auto Scroll Off Options To Use Auto Scroll On OptionsSupervisor Only Feature Shift ModeTo change ACD shift mode 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 CodeCall Monitoring/Join Call To cancel MonitoringTo Monitor a call To Join a call Index ACDIndex ~ W Index
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