Toshiba CIX-SG-CCACD-VB manual ACD Help, To call your Supervisor for Help

Page 30

Call Features

ACD Help

ACD Help

You can call your ACD Group Supervisor for assistance during an ACD call by pressing the ACD Help button. This button enables you to:

•Talk to your Supervisor or Agent while the ACD call is on hold.

•Establish a three-way conversation with your Supervisor or Agent and the ACD caller.

•Drop out of the three-way ACD call while your Supervisor and the ACD caller remain connected.

To call your Supervisor for Help

1.Press ACD Help.

The call is automatically placed on consultation-hold and called telephone rings. When your Supervisor answers the Help call, you can talk to the Supervisor and the ACD Call remains on consultation-hold.

Non-LCD: Reject tone plays if no Supervisor is available to help.

Note If your Supervisor is not logged in, this feature is not available. If your Supervisor's telephone is busy in monitor mode, ACD Help not ring your Supervisor's telephone. See LCD (shown right).

2. Optional steps:

Supervisor Not Ready

•Add the caller to the call (conference) by pressing Cnf/Trn or you can put the caller on Hold.

•Transfer the call to your Supervisor, hang up.

•Return back to the original caller and release your Supervisor by pressing

ACD Call.

20

Strata CIX ACD Agent/Supervisor Telephone 05/06

Page 29 Page 31
Image 30
Page 29 Page 31
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 set the Auto Scroll Interval To turn Auto Scroll On or OffTo Use Auto Scroll Off Options To Use Auto Scroll On OptionsShift Mode Supervisor Only FeatureTo 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 CodeTo cancel Monitoring Call Monitoring/Join CallTo Monitor a call To Join a call Index ACDIndex ~ W Index
Top Page Image Contents