Toshiba CIX-SG-CCACD-VB manual Introduction

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Introduction

This guide provides instructions for an Agent or Supervisor using a Strata 3000-series telephone with Toshiba’s Strata Automatic Call Distribution (ACD) application. It provides step-by-step instructions on how to use the ACD features and buttons on the Agent and Supervisor stations.

For instructions on using the non-ACD specific features of your telephone, refer to the appropriate Quick Reference Guide or User Guide. See “Related Documents/Media” on page v.

This user guide is divided as follows:

Chapter 1 – The Grand Tour describes available ACD Agent and Supervisor features and ACD buttons.

Chapter 2 – Status Features provides a description and step-by-step operational procedure for features associated with changing or monitoring the status of users.

Chapter 3 – Call Features provides a description and step-by-step operational procedure for handling calls using the ACD features.

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