Contents
Chapter 3 – Call Features
ii Strata CIX ACD Agent/Supervisor Telephone 05/06
Chapter 3 — Call Features
Feature Interaction.............................................................................................................17
Answering Calls.................................................................................................................18
Hold....................................................................................................................................18
ACD Call Pickup...............................................................................................................19
ACD Help..........................................................................................................................20
Agent Assistance (Help) Call.............................................................................................21
Work Units.........................................................................................................................22
Call Monitoring/Join Call..................................................................................................23
Index ......................................................................................................................................25