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The Grand Tour

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Toshiba CIX-SG-CCACD-VB manual 4886$/6 $&

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 AvailableTo become Available To end Wrap Up Time End Wrap Up Time To Display Status for a Group or a Queue Status DisplayTo Display Status for an Agent To Use Auto Scroll Off Options To turn Auto Scroll On or OffTo set the Auto Scroll Interval To Use Auto Scroll On Options Supervisor Only Feature Shift ModeTo change ACD shift mode To view Alarms Queue Alarms Status Features Feature Interaction Call Features Hold Answering CallsTo 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 MonitoringTo Monitor a call To Join a call ACD Index Index ~ W Index