Toshiba Strata CS manual Using grab-and-hold on the call, To use grab-and-hold on a call

Note: Call center agents cannot perform this command on an incoming queue call.

You can listen to a voice message as the caller is leaving it and pick up the call if needed.

To listen to a voice message as it is being left

1.Select the call while it is ringing or while the caller is leaving a message.

2.Choose Actions > Screen Message.

3.Pick up your phone and listen to the message as it is being left. This is a one-way connection. The caller cannot hear you.

4.To interrupt the message and take the call, choose Actions > Take Call. You are connected to the caller.

Using grab-and-hold on the call

Use grab-and-hold when you are momentarily unable to take an incoming call but intend to speak to the caller soon. Grab-and-hold puts callers on hold without your talking to them first and plays a special grab-and-hold greeting that you have recorded. (See “To record a grab-and-hold greeting” in this section.) Callers can wait on hold or leave a voice message. The Status column shows their choices.

Strata CS supplies you with an initial grab-and-hold greeting that says, “The person you are trying to reach is on another call. To hold for your party, remain on the line. Otherwise, to leave a message, press 1. To end this call, press 2". The caller can also press 0 to transfer to the Operator, though this option is not mentioned in the prompt.

You can rerecord this greeting to say, for example, “This is Angela. I am on another call right now, but if you hold for a moment I will be right with you.” The options that callers hear with this greeting are contained in a separate prompt that only your Strata CS system administrator can change.

To use grab-and-hold on a call

Select the incoming call, and choose Actions > Hold.

To record a grab-and-hold greeting

1.Choose Tools > Options. The Options dialog box opens.

2.Click the Incoming Calls tab.

3.Use the audio controls under Play this greeting when an incoming call is placed on hold to record a grab-and-hold greeting.

4.When you have recorded your grab-and-hold greeting, click OK.

CHAPTER 10. RECEIVING AND HANDLING CALLS IN THE CLIENT 10-7

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL