Toshiba CIX-SG-CCACD-VB manual Index, Acd

Page 35

Index

A

 

 

 

 

B

 

 

about this book

 

 

buttons

 

 

conventions, iv

 

ACD Call, 4, 7, 8, 18

related documents, v

ACD Help, 4, 21

ACD

 

 

 

 

ACD help, 20

 

call pickup, 19

 

ACD PU, 4, 19

 

group supervisor,

2

Avail/Unavail,

4

ACD Call button, 4, 7, 8, 18

Display Status,

5, 12

ACD Help, 20, 21

 

End Wrap Up, 4, 11

button, 4

 

 

 

extension, iv

 

ACD PU button, 4, 19

extension numbers, 5

agent

 

 

 

 

Feature, 13

 

assistance,

21

 

Hold,

18

 

available,

6

 

 

Join,

4, 24

 

unavailable,

6

 

Log In/Out, 4, 8

wrap up, 6

 

 

Mode, 13

 

agent status,

6, 12

 

Monitor Call, 4, 23

alarm

 

 

 

 

Msg, 5

 

tone, 6

 

 

 

 

Start/End Shift,

4, 14

unavail,

10

 

 

supervisor

 

alarm clearing,

 

15

 

Join, 2

 

answer calls,

9

 

 

Monitor Call, 2

answering calls,

18

 

Start/End Shift, 2

auto scroll interval, 13

Unavail, 10

 

Avail/Unavail button,

4

Work Unit, 4, 22

available, 6, 10

 

 

 

 

 

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