Toshiba CIX-SG-CCACD-VB manual Call Features, Feature Interaction

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Call Features	3

This chapter describes ACD call features for Agents and Supervisors, including:

•Answering Calls

•Hold

•ACD Call Pickup

•ACD Help

•Work Unit

•Agent Assistance Call (Supervisor)

•Call Monitor/Join Call (Supervisor)

Feature Interaction

Strata provides the ACD features from system-resident software. The following features are affected when your station is logged in as Agent:

•Call Forwarding – All types of Call Forwarding from extension numbers and phantom extension numbers are allowed. ACD calls do not forward, but PBX and non-ACD calls do forward in the normal manner.

•Station Do Not Disturb (DND) – The Station DND feature does not operate when your station receives an ACD call. DND only applies to non-ACD or PBX calls directed to your extension.

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 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 Unavailable and Available To Log Out of one or more groupsTo become Available To end Wrap Up Time End Wrap Up TimeStatus Display To Display Status for a Group or a QueueTo Display Status for an Agent To Use Auto Scroll On Options To turn Auto Scroll On or OffTo Use Auto Scroll Off Options To set the Auto Scroll IntervalShift Mode Supervisor Only FeatureTo change ACD shift mode 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 cancel Monitoring Call Monitoring/Join CallTo Monitor a call To Join a call ACD IndexIndex ~ W Index