Toshiba CIX-SG-CCACD-VB manual ACD Group Supervisor, ACD Telephone

The Grand Tour

ACD Group Supervisor

ACD Group Supervisor

ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with an LCD. The LCD provides important information about the ACD Group or an individual Agent's activities.

The ACD Group Supervisor’s log in enables access to features that are exclusive to Supervisors.

•Start/End Shift is used to start an ACD shift. It toggles to End Shift when pressed again. End Shift prevents calls from entering the ACD queue.

•Another ACD button is Monitor Call, which enables Supervisors to monitor Agent’s conversations on ACD calls. Supervisors can also participate in the call by pressing Join.

•Both Agents and Supervisors can display the queue status, but Supervisors can display the call status of individual Agents.

•Agents can call the ACD Group Supervisor for help with an ACD call. The Supervisor can talk to the agent with the ACD call on hold, or talk exclusively to the caller while the Agent drops out, or participate in a three-way conversation with the Agent and the ACD caller.

•Supervisors can opt to log in as an Agent in order to alleviate heavy call loads.

ACD Telephone

The Strata 3000-series digital telephone with an LCD and typical ACD feature buttons is shown on the next page. The button names are recommended by Toshiba. If your button names are different, see the System Administrator or your ACD Supervisor for the definitions.

2 Strata CIX ACD Agent/Supervisor Telephone 05/06