Toshiba CIX-SG-CCACD-VB Call Features 3

Strata CIX ACD Agent/Supervisor Telephone 05/06 17

Call Features 3

This chapter describes ACD call features for Agents and Supervisors, including:

• Answering Calls

•Hold

• ACD Call Pickup

•ACD Help

•Work Unit

• Agent Assistance Call (Supervisor)

• Call Monitor/Join Call (Supervisor)

Strata provides the ACD features from system-resident software. The following

features are affected when your station is logged in as Agent:

•Call Forwarding – All types of Call Forwarding from extension numbers and

phantom extension numbers are allowed. ACD calls do not forward, but PBX and

non-ACD calls do forward in the normal manner.

•Station Do Not Disturb (DND) – The Station DND feature does not operate when

your station receives an ACD call. DND only applies to non-ACD or PBX calls

directed to your extension.

Contents

Main Publication Information Copyright 2006 Toshiba America Information Systems, Inc. Telecommunication Systems Division TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (TAIS) Telecommunication Systems Division License Agreement Toshiba America Information Systems, Inc. Digital Solutions Division Limited Warranty Contents Page Introduction iv Conventions Related Documents/Media CD-ROMs Page The Grand Tour 1 ACD Agent 2 ACD Group Supervisor ACD Telephone The Grand Tour ACD Telephone Strata CIX ACD Agent/Supervisor Telephone 05/06 3 Flexible Buttons Extension Number Buttons 6 Agent Telephone Status Ton es Status Features 2 Logging In/Out 8 Page 10 Unavailable and Available End Wrap Up Time 12 Status Display Page 14 Shift Mode Queue Alarms Page Call Features 3 Feature Interaction 18 Answering Calls Hold ACD Call Pickup 20 ACD Help Agent Assistance (Help) Call 22 Work Unit s Call Monitoring/Join Call 24 Index A B C D E F G R S T U W