Call Center Features, Logging In or Out | Toshiba CIX100-S, CIX200

Using Net Phone Features

Call Center Features

Call Center Features

The ACD actions can be used to Log In / Log Out to/from ACD groups. Going temporarily unavailable and an ability to end wrap times can be part of the features available. Additional Call Center features are possible using User Programmable buttons.

Logging In or Out

Click the ACD Log button to open the ACD Login/Logout window.

Note The right list box shows available groups for the identified agent number. The left list box shows groups currently logged into.

To log into or out of one or more groups

1.Highlight the group name(s) in the right-hand box and click <<Log In. If your Agent ID is listed as a Supervisor, then the Supervisor: Take Calls check box will be offered on your screen. Placing a check in this box will log you in to take calls for the group(s) selected when <<Log In was pressed.

2.Click Done when finished.

3.The ACD Key will display the number of ACD groups the extension is logged into and the total number of ACD groups you are a member.

Strata CIX Net Phone UG 04/08

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Toshiba CIX100-S, CIX200 manual Call Center Features, Logging In or Out, To log into or out of one or more groups

Contents

Net Phone User Guide Publication Information Publication Information Trademarks Copyright Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Warranties for NON-TOSHIBA Branded Third Party Products Contents User-Defined Actions Iii Using Net Phone Features Personal Call Handler Organization Introduction Calls attention to important instructions or information Conventions Vii Related Documents/Media This page is intentionally left blank Grand Tour Streamlined View Main Screen Button / Icon Description Iflyswa Expanded View Grand Tour Slim Screen-docked profile Regular Screen-docked profile Screen Docked ViewsNet Phone Main Menu Grand Tour Side Window Screen Call Handler Mode Buttons Mode Companion Application Windows To Change Skin Selection Skins Preferences Net Phone Settings User Preferences General Tab Audible Message Waiting Call History Extra Info Screen To Add or Change a Static Info Field MS Outlook Integration Net Phone Settings Local Dialing Plan Dialing Tab Dialing Outside Numbers Power Dialer Defining a Local Dialing Plan Calling Within My Home Area Code Test a Phone Number Calling Outside My Home Area Code Docking Tab Docking Settings Advanced Tab Tapi Service Provider Net Phone Settings Diagnostic Logging/Uplink Setting Shortcut Keys Setting Up Hot Key Dialing & Popup To Change Button Options ButtonsTo Copy this Button onto Another Button To Swap Two Buttons Directory Button Extension Directory Option Button Key Types Feature Directory Button Speed Dial Button More Buttons Call History Button Browser Button Chat Button Personal Power Dialer Power Dial Button Replay Button To Copy This Key User Programmable KeysTo Initialize Key To Swap Keys To Change Key Feature Code Keys Speed Dial Keys System/PBX Command Keys ACD Keys Main Screen only User Defined Action Keys Web Keys DSS Extension Keys Run Program Keys Creating Keys using Drag & Drop This page is intentionally left blank Creating Actions User-Defined Actions Attach Acct Code Log Info to File Export Call Info Minimize Phone Screen Lookup in Outlook Standard Info Modify Call Information Extra Info Pop External Web Browser Play WAV File Pop Internal Web Browser Button Name URL Param1 Popup Call Info Screen Popup Phone Screen Run another Program Send DDE Msg Send Keystrokes to a Program Key Code Special Keys Combination Keys Set Phone Do Not Disturb Set Phone Forwarding Set Phone Status Message Answer Conference System/PBX Command Transfer Call Call Variables Action Variables Outlook Calendar/Reminder fields System Variables Examples for Text Reader/Announcer Exporting Actions Importing Actions Testing Actions Manual On-screen Dialing Using Net Phone FeaturesCall Handling Features Making Outgoing Calls Using Call History to Re-dial a Number Using Net Phone DialpadUsing Drag and Drop Using Personal Speed Dial List To Answer Calls in Any Order Hanging Up or Disconnecting CallsAnswering Calls To Answer Oldest Call Transferring Calls Using Transfer Button To View Call Information Viewing Extra Call Information To Place Call on Hold Holding CallsTo Add or Change Information To Copy Call Information to Another Application Turning Off DND or Message Only Phone Feature OperationSetting DND Message Only Status Messages To Clear Call Forwarding Call FowardingTo Set Call Forwarding To log into or out of one or more groups Call Center FeaturesLogging In or Out Changing Agent Status CS50-USB and CS60-USB Dect Connecting HeadsetsPlantronics Wireless Headset Installation Headset Controls and Operation Net Phone Audio Setup Screen Trouble Shooting This page is intentionally left blank Incoming Calls Using Microsoft OutlookDialing from within Outlook Using Microsoft Outlook While on a Call Create Actions to set and clear the DSS Message Integrating with Outlook Calendar Create Personal Call Handler Rules Final PCH Rules Personal Call Handler To Delete a Rule Creating Personal Call Handling RulesTo Open Call Handler Rules To Add or Change a Call Handling Rule Select a Triggering Event and Set the Conditions Personal Call Handler 100 101 102 103 104 Like Matches Complete the Rule Unlike Matches105 Apply User-Defined Actions 106 Export Rules 107 Importing Rules This page is intentionally left blank 109 Using Companion ApplicationsDirectories Sorting Entries 110 Finding EntriesExtension Directory 111 112 Speed Dial Directory 113 Call History 114 115 116 117 Browser Window To assign the Presence Viewer to one of Net Phone buttons Presence Viewer119 To manage the Presence Viewer 120 To use the Presence Viewer 121 Replay Personal Power DialerOther Applications Chat 123 Index 124 125 Oaisys 126 127 This is the last page of the document