Toshiba Digital Business Telephone Solutions manual Introduction, Organisation

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Introduction

This guide is designed to provide instructions for the ACD Supervisor regarding the use of Automatic Call Distribution (ACD) on Toshiba’s Strata CT system. It provides step-by-step instructions on how to use the ACD Supervisor features. This guide does not provide instructions for the ACD Agent features. See the Strata CT ACD Agent Guide for information about those telephone procedures.

Organisation

This user guide is divided as follows:

♦Chapter 1 – The Grand Tour describes each available ACD Supervisor feature button.

♦Chapter 2 – Features provides a description and step-by-step operational procedure for each individual ACD Supervisor feature.

♦Appendix provides instructions for programming a sequence of steps or access codes to the feature buttons.

♦Notes to Users contains an overview of Safety Approval and EMC Compliance details.

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 rightTo log out Supervisor To cancel Supervisor logAgent Log In/Out To log out Agent To cancel Agent logAgent/Queue Status 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 TransferTo lock Night Transfer To assign or change NT Lock passwordNight Transfer Lock 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