Toshiba CIX-SG-CCACD-VB manual Contents

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Contents

Introduction
Conventions	iv
Related Documents/Media	v
CD-ROMs	v
Chapter 1 — The Grand Tour
ACD Agent	1
ACD Group Supervisor	2
ACD Telephone	2
Flexible Buttons	4
Extension Number Buttons	5
Agent Telephone Status	6
Tones	6
Chapter 2 — Status Features
Logging In/Out	7
Unavailable and Available	10
End Wrap Up Time	11
Status Display	12
Shift Mode	14
Queue Alarms	15

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 Off Options To turn Auto Scroll On or OffTo set the Auto Scroll Interval To Use Auto Scroll On OptionsTo change ACD shift mode Shift ModeSupervisor Only Feature To view Alarms Queue AlarmsStatus Features Feature Interaction Call FeaturesHold Answering CallsTo answer an ACD call To place calls on HoldTo 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