Toshiba CIX-SG-CCACD-VB manual Call Features

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Contents
Chapter 3 – Call Features
Chapter 3 — Call Features
Feature Interaction	17
Answering Calls	18
Hold	18
ACD Call Pickup	19
ACD Help	20
Agent Assistance (Help) Call	21
Work Units	22
Call Monitoring/Join Call	23
Index	25

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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 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