Toshiba Digital Business Telephone Solutions manual To monitor an ACD call

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FeaturesCall Monitoring

To monitor an ACD call

Press Monitor ACD Call +

Dial tone is heard and a [PDN]

 

 

QUE# 000 SUP GP01

 

XXXX

LED lights.

ENTER AGT ID

 

...or [PDN] + #4035 + XXXX.

XXXX = Agent ID code

 

 

 

You hear a short tone every 15

 

 

QUE# 000 SUP GP01

 

 

seconds.

MONITOR AGT XXXX

 

 

The duration of the call

 

 

QUE# 000 SUP GP01

 

 

(HH:MM:SS) replaces the AGT XXXX

MONITOR HH:MM:SS

 

 

display 15 or 60 seconds into the

 

 

 

 

 

 

call.

 

 

 

If the Agent logs out while being

 

 

QUE# 000 SUP GP01

 

 

monitored, your telephone receives

AGT LOG OUT

 

 

a busy tone and the message on the

 

 

 

 

 

 

right displays on the LCD.

 

 

Notes

 

 

 

 

 

 

If the Agent is not on an ACD call, the one-way, listen-only path is silent. Monitor ACD Call only works when your telephone and a [PDN] are idle.

This feature is limited by the availability of conference channels. If there are no conference channels available, an reorder tone is heard.

You can continue monitoring the Agent’s ACD calls until you cancel the monitoring or the Agent logs out of the group.

To cancel ACD call monitoring

Press Spkr

…or hang up.

Call monitoring is also cancelled if you make or answer a telephone call, or the Agent you are monitoring presses ACD Help.

Strata CT ACD Supervisor November 2001

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Contents ACD Supervisor Guide Copyright Telecommunications Division Publication InformationContents Strata CT ACD Supervisor November Organisation IntroductionAction/Response ConventionsRelated Documents/Media Related Documents/Media ACD Group Supervisor Grand TourGrand Tour Fixed Buttons ButtonsFlexible Buttons Directory Number DN Buttons Soft KeysDirectory Button Definitions Button DefinitionSoft Keys Features Feature Interaction Agent Telephone Status To assist an agent Agent AssistanceSupervisor Log In/Out Logging In/OutSuccessful log is displayed on Your LCD shown on the rightAgent Log In/Out To cancel Supervisor logTo log out Supervisor Agent/Queue Status To cancel Agent logTo log out Agent To monitor Agent Status To monitor Queue Status To view the status of another ACD groupTo end monitoring Call MonitoringTo program the SD button for one-touch Agent Status To program the SD button for one-touch Queue StatusTo monitor an ACD call To cancel ACD call monitoringNew Shift End of ACD ShiftNight Transfer To enable/disable Night TransferNight Transfer Lock To assign or change NT Lock passwordTo lock Night Transfer To reset the Queue Alarm Reset Queue AlarmTransfer to ACD Group Supervisor Auto LogAppendix Access CodesPDN + #4035 + YYYY5 Supervisor Access Codes Features Access Code SequenceTNV3 RCOU3F/RCOS3F Safety ApprovalTNV1 RBSU2A Equipment details EMC ComplianceType Approval Table A2 Interface Type Network ServiceNetwork Planning Information Table A3 Tones/Signal to Frequency Cadence MeaningSystem Port Type Sys Port TypeIndex Index Volume