Related Documents/Media, CD-ROMs | Toshiba CIX-SG-CCACD-VB guide

Introduction

Related Documents/Media

Related Documents/Media

Some documents listed here may appear in different versions on the

CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.

Refer to the following for more information:

•Strata CIX Call Center Solutions General Description

•Strata CIX ACD Supervisor User Guide

•Strata CIX ACD Installation Guide

•Strata CIX IPT/DKT Telephone User Guide

CD-ROMs

•Strata CIX Call Center Solutions Application Software and Documentation Library for Strata ACD, Insight, OAISYS Net Server, and OAISYS Voice Assistant

•OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone

For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CIX documentation and enables you to view, print and download current publications.

Strata CIX ACD Agent/Supervisor Telephone 05/06

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Toshiba CIX-SG-CCACD-VB manual Related Documents/Media, CD-ROMs

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 Unavailable and Available To Log Out of one or more groupsTo become Available To end Wrap Up Time End Wrap Up Time Status Display To Display Status for a Group or a QueueTo 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 Shift Mode Supervisor Only FeatureTo 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 To cancel Monitoring Call Monitoring/Join CallTo Monitor a call To Join a call ACD Index Index ~ W Index