Toshiba Digital Business Telephone Solutions manual Grand Tour, ACD Group Supervisor

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The Grand Tour

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Companies that receive a large volume of incoming calls can handle them quickly and easily with the Automatic Call Distribution (ACD) features available on Toshiba’s Strata CT system. Designated incoming calls bypass the operator and go directly to an answering pool of ACD Agents. From there, calls are evenly distributed to individual Agents.

ACD Group Supervisor

As an ACD Group Supervisor, Toshiba recommends that you use a 20-button Toshiba proprietary digital telephone with a Liquid Crystal Display (LCD) (see Figure 1). The LCD provides important information about the ACD Group or an individual Agent’s activities.

The buttons on your Supervisor Telephone can be programmed to perform different tasks for you. For example, Agent Status and/or Queue Status can be programmed for one-touch access using Speed Dial (SD) buttons. When you use these buttons, the Agent and/or Queue Status is displayed on the LCD.

Other features are assigned to the flexible buttons on your telephone; for example, Reset Queue Alarm which signals you when too many calls are waiting in queue and Monitor ACD Call which monitors Agents conversations on ACD calls.

A list of flexible ACD feature buttons is on Page 4. The button names are recommended by Toshiba. If your ACD feature button names are different, see your telephone System Administrator for their definitions.

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 cancel Supervisor log Agent Log In/OutTo log out Supervisor To cancel Agent log Agent/Queue StatusTo 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 TransferTo assign or change NT Lock password Night Transfer LockTo 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