Introduction | Toshiba CIX-SG-CCACD-VB manual

Introduction

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Strata CIX ACD Agent/Supervisor Telephone 05/06

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Toshiba CIX-SG-CCACD-VB manual Introduction

Contents

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