Strata CT ACD Supervisor November 2001 31
Index

A

about this book
conventions iv
organisation iii
related documents v
access codes 23
ACD group supervisor 1
ACD pickup 24
after call 9
agent assistance 8
ACD help button 10
Cnf⁄Trn button 10
DND mode 10
agent status (speed dial button) 24
agent telephone status 9
agent/queue status 13
alarm-guard timer 21
available 9

B

buttons
Hold 3
Mic 3
volume control 3

C

Call Forwarding 8
Cnf⁄Trn
ACD group code 24

D

directory number buttons
[PDN] 5
[PhDN] 5
definitions 5
Do Not Disturb 8

E

end of ACD shift 4, 24
calls waiting in the queue 18
last Agent of the group 18
New Shift 18
Executive Override 8

F

Feature Interaction 8
Features
Agent Assistance 10
End of ACD Shift 18
Logging In/Out 11