Toshiba CIX-SG-CCACD-VB manual Agent Telephone Status, Tones

The Grand Tour

Agent Telephone Status

Agent Telephone Status

You can make and receive different types of calls depending upon the status of your ACD Agent telephone.

•Log In - You are logged into an ACD Group once an entry code has been entered and accepted by the ACD system.

•Log Out - You are logged out of the ACD Group. You can still receive and make non-ACD calls.

•Available - If you are logged in as an ACD Agent, you can receive ACD or PBX calls and non-ACD calls to other [DNs].

•Unavailable - You are unavailable to take ACD calls when you activate this feature. Your telephone can still receive and make non-ACD or PBX calls when it is in the unavailable mode. You will not receive ACD calls in unavailable mode.

•Wrap Up - After you disconnect from an ACD call, your telephone will not ring for a pre-determined amount of time so that you can perform work related to the last call. You can receive non-ACD or PBX calls if your telephone has been programmed to receive these calls during the Wrap Up period.

•Non-ACD Call - When you are on an ACD or PBX call, or have one on hold, you can receive non-ACD calls on other [DNs] or CO lines.

Note While an agent is logged into ACD, the agent should not use Program, Administrator, or Command modes. If the agent uses one of these modes, the Login lamp turns off when exiting the mode. When that happens, the agent needs to log out and login again. If a call is delivered while the agent is in these modes, the agent automatically logs out.

If the system goes down while the agent is logged in using IPT, ACD lamps may remain off after the system restarts. When this happens, the agent needs to log out and log in again.

Tones

•Entry Tone – A series of short beeps. Notifies you that the entry was successful.

•Reject Tone – A high-pitched tone followed by a low-pitched tone. (The tone sound is up/down, up/down). Notifies you that the entry was invalid.

•Alarm Tone – A loud high-pitched tone followed by a low-pitched tone that plays from the telephone speaker base.

6 Strata CIX ACD Agent/Supervisor Telephone 05/06