Toshiba CIX-SG-CCACD-VB Conventions, Calls attention to important instructions or information

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Introduction

Conventions

Conventions

Conventions

Description

 

Elaborates specific items or references other information. Within some

Note

tables, general notes apply to the entire table and numbered notes apply to

 

specific items.

Important!

Calls attention to important instructions or information.

 

 

 

Press to answer a call to the Extension Number. Each station can have

 

multiple extension buttons. Incoming calls ring the extension button(s)

 

from the top down. For example, station 10's extensions ring 10-1 first,

Extension

then 10-2, 10-3, and 10-4. A station is considered busy when all

extensions are being used.

Number

Note The naming convention for DKT assignments within Toshiba is

 

 

Directory Numbers. For clarity and ease of understanding, the

 

terms Extension Number and Phantom Extension Number will be

 

used in this document in lieu of PDN and PhDN.

Arial Bold

Represents telephone buttons.

 

 

 

shows a multiple PC keyboard or telephone button entry. Entries without

 

spaces between them show a simultaneous entry.

+

Example: Delete+Enter.

 

Entries with spaces between them show a sequential entry.

 

Example: # + 5.

 

 

Tilde (~)

Means “through.” Example: 350~640 Hz frequency range.

 

 

 

Grey words within the printed text denote cross-references. In the

See Figure 10

electronic version of this document (Library CD-ROM or FYI Internet

 

download), cross-references appear in blue hypertext.

 

Denotes the step in a one-step procedure.

 

 

 

Denotes a procedure.

 

 

iv

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 To become Available Unavailable and AvailableTo Log Out of one or more groups End Wrap Up Time To end Wrap Up TimeTo Display Status for an Agent Status DisplayTo Display Status for a Group or a Queue To turn Auto Scroll On or Off To Use Auto Scroll Off OptionsTo set the Auto Scroll Interval To Use Auto Scroll On OptionsTo change ACD shift mode Shift ModeSupervisor Only Feature Queue Alarms To view AlarmsStatus Features Call Features Feature InteractionAnswering Calls HoldTo answer an ACD call 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 Monitor a call To cancel MonitoringCall Monitoring/Join Call To Join a call Index ACDIndex ~ W Index