Index
A
about this book conventions iv organisation iii related documents v
access codes 23
ACD group supervisor 1 ACD pickup 24
after call 9
agent assistance 8 ACD help button 10 Cnf⁄ Trn button 10 DND mode 10
agent status (speed dial button) 24 agent telephone status 9 agent/queue status 13
available 9
B
buttons Hold 3 Mic 3
volume control 3
C
Call Forwarding 8
Cnf⁄ Trn
ACD group code 24
D
directory number buttons [PDN] 5
[PhDN] 5 definitions 5
Do Not Disturb 8
E
end of ACD shift 4, 24
calls waiting in the queue 18 last Agent of the group 18 New Shift 18
Executive Override 8
F
Feature Interaction 8
Features
Agent Assistance 10
End of ACD Shift 18
Logging In/Out 11
Strata CT ACD Supervisor November 2001 | 31 |