Toshiba CIX-SG-CCACD-VB manual Answering Calls, To answer an ACD call, To place calls on Hold

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Call Features

Answering Calls

Answering Calls

To answer an ACD call

1.Call rings on Agent's ACD Call button and the LCD displays text (shown right).

Call To: <Group name>

2.After a specified number of seconds, Caller ID appears (example shown right).

CALLING NUMBR: XXXXXXXXXX

Note See your System Administrator for the

number of seconds configured for your system. Default = 10 seconds.

	3.	Press ACD Call to answer the call.
		...or go off hook. The ACD Call LED flashes at the
		in-use rate (three quick flashes, solid green – repeat).
	4.	Hang up when you have completed the call. Your
	4.	Hang up when you have completed the call. Your	ACD Wrap Up
		telephone enters Wrap Up Mode, providing you with	ACD Wrap Up
		telephone enters Wrap Up Mode, providing you with	00:00
		time to perform paperwork associated with the call.	00:00

Hold

To place calls on Hold

Press Hold. The ACD Call LED flashes at a fast rate and your LCD shows the message on the right.

Hold <Line 5> Jul 27 Tue 02:26

To retrieve calls from Hold

Press ACD Call. The ACD Call LED flashes at a fast rate and your LCD shows the message on the right.

CALLING NUMBR: XXXXXXXXXX

18	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 turn Auto Scroll On or Off To Use Auto Scroll Off OptionsTo set the Auto Scroll Interval To Use Auto Scroll On OptionsSupervisor Only Feature Shift ModeTo 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 CodeCall Monitoring/Join Call To cancel MonitoringTo Monitor a call To Join a call Index ACDIndex ~ W Index