Strata CT ACD Supervisor November 2001 i
Contents
Introduction
Organisation ...................................................................................................................................iii
Action/Response ........................................................................................................................iv
Related Documents/Media .............................................................................................................. v
Chapter 1 The Grand Tour
ACD Group Supervisor ................................................................................................................... 1
Buttons ............................................................................................................................................3
Fixed Buttons .............................................................................................................................3
Flexible Buttons .........................................................................................................................4
Directory Number [DN] Buttons ................................................................................................ 5
Soft Keys ......................................................................................................................................... 5
Chapter 2 Features
Feature Interaction ..........................................................................................................................8
Agent Telephone Status .................................................................................................................. 9
Agent Assistance ........................................................................................................................... 10
Logging In/Out .............................................................................................................................. 11
Supervisor Log In/Out .............................................................................................................. 11
Agent Log In/Out ..................................................................................................................... 12
Agent/Queue Status .................................................................................................................. 13
Call Monitoring ............................................................................................................................. 16
End of ACD Shift .......................................................................................................................... 18