Toshiba CIX-SG-CCACD-VB manual Flexible Buttons

The Grand Tour

ACD Telephone

Flexible Buttons

All flexible buttons must be programmed for your telephone in system programming and vary for individual telephones. If a button does not appear on telephone keystrip, see your System Administrator. Table 1 explains the function of each ACD button.

Table 1	Flexible Button Definitions
Button		Definition
		The extension that is used to log into an ACD Group becomes the
ACD Call		telephone's ACD Call button. This button enables an Agent or
		Supervisor to receive ACD calls, make/receive PBX calls, and Log In/Out
		of the ACD Group. This button can be used to make/receive non-ACD
		calls when logged out.
ACD Help		Places an ACD call on hold and automatically rings the Supervisor.
ACD PU		Enables an Agent to Pick Up ACD calls ringing at any Agent’s telephone
		in the same group. The call remains registered as an ACD call after being
(Pick up)
		picked up.
		Avail: Enables the telephone to accept ACD calls.
Avail/		Unavail: Stops ACD calls from temporarily ringing the telephone. Calls will
Unavail		stack up in queue if all Agents are Unavailable. Calls will go to
		Re-route Destination only if all Agents Log Out.
End Wrap Up		Sets Wrap Up time to end in one second. After one second, the telephone
		becomes available to take ACD calls.
		(Supervisor only) Used to start or end an ACD shift. Pressing this button
Start/End		shows options on the LCD: 1 Disable, 2 Enable, 3 Scheduled. “End shift”
Shift		stops calls from entering the ACD queue and directs all new incoming
		ACD calls to a pre-assigned destination.
Log In/Out		Agents or Supervisors use this to log in and out of the ACD Group. It is
		used with the ACD Call button.
Monitor Call		(Supervisor only) Monitors (listens to) an ACD call.
Join		(Supervisor only) This enables the Supervisor to participate in the
		Agent’s call, making it a three-way conference.
Work Unit		Assigns a tracking code to an ACD call.

4 Strata CIX ACD Agent/Supervisor Telephone 05/06