Toshiba CIX-SG-CCACD-VB manual Related Documents/Media, CD-ROMs

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Introduction

Related Documents/Media

Related Documents/Media

Some documents listed here may appear in different versions on the

CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.

Refer to the following for more information:

•Strata CIX Call Center Solutions General Description

•Strata CIX ACD Supervisor User Guide

•Strata CIX ACD Installation Guide

•Strata CIX IPT/DKT Telephone User Guide

CD-ROMs

•Strata CIX Call Center Solutions Application Software and Documentation Library for Strata ACD, Insight, OAISYS Net Server, and OAISYS Voice Assistant

•OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone

For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CIX documentation and enables you to view, print and download current publications.

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 Unavailable and Available To Log Out of one or more groupsTo become Available To end Wrap Up Time End Wrap Up TimeStatus Display To Display Status for a Group or a QueueTo Display Status for an Agent To Use Auto Scroll Off Options To turn Auto Scroll On or OffTo set the Auto Scroll Interval To Use Auto Scroll On OptionsShift Mode Supervisor Only FeatureTo change ACD shift mode 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 cancel Monitoring Call Monitoring/Join CallTo Monitor a call To Join a call ACD IndexIndex ~ W Index