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CIX-SG-CCACD-VB
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ACD Agent/Supervisor Telephone User Guide
Models:
CIX-SG-CCACD-VB
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38 pages
781 b
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Queue Alarms
Call Features
To cancel Monitoring
Shift Mode
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ACD Agent/Supervisor Telephone User Guide
May, 2006
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Contents
ACD Agent/Supervisor Telephone User Guide
Publication Information
Toshiba America Information SYSTEMS, INC. Tais
Toshiba America Information Systems, Inc
Contents
Call Features
Introduction
Calls attention to important instructions or information
Conventions
CD-ROMs
Related Documents/Media
Introduction
ACD Agent
Grand Tour
ACD Telephone
ACD Group Supervisor
4886$/6 $&
Flexible Buttons
Extension Number Buttons
Tones
Agent Telephone Status
Logging In/Out
Status Features
To Log
To Log Out of all groups
To Log Out of one or more groups
Unavailable and Available
To become Available
To end Wrap Up Time
End Wrap Up Time
To Display Status for a Group or a Queue
Status Display
To Display Status for an Agent
To Use Auto Scroll Off Options
To turn Auto Scroll On or Off
To set the Auto Scroll Interval
To Use Auto Scroll On Options
Supervisor Only Feature
Shift Mode
To change ACD shift mode
To view Alarms
Queue Alarms
Status Features
Feature Interaction
Call Features
Hold
Answering Calls
To answer an ACD call
To place calls on Hold
To Pick up an ACD call ringing at another station
ACD Call Pickup
To call your Supervisor for Help
ACD Help
To answer an Agent’s call for Help
Agent Assistance Help Call
To Enter a Work Unit Code
Work Units
Call Monitoring/Join Call
To cancel Monitoring
To Monitor a call
To Join a call
ACD
Index
Index
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Index
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Contents
