Toshiba CIX-SG-CCACD-VB manual

May, 2006

ACD Agent/Supervisor

Telephone User Guide

Contents

Main Publication Information Copyright 2006 Toshiba America Information Systems, Inc. Telecommunication Systems Division TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (TAIS) Telecommunication Systems Division License Agreement Toshiba America Information Systems, Inc. Digital Solutions Division Limited Warranty Contents Page Introduction iv Conventions Related Documents/Media CD-ROMs Page The Grand Tour 1 ACD Agent 2 ACD Group Supervisor ACD Telephone The Grand Tour ACD Telephone Strata CIX ACD Agent/Supervisor Telephone 05/06 3 Flexible Buttons Extension Number Buttons 6 Agent Telephone Status Ton es Status Features 2 Logging In/Out 8 Page 10 Unavailable and Available End Wrap Up Time 12 Status Display Page 14 Shift Mode Queue Alarms Page Call Features 3 Feature Interaction 18 Answering Calls Hold ACD Call Pickup 20 ACD Help Agent Assistance (Help) Call 22 Work Unit s Call Monitoring/Join Call 24 Index A B C D E F G R S T U W