Toshiba Strata CS Whether this chapter applies to you ______________________, About call centers ____________________________________

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL

Whether this chapter applies to you ______________________

This chapter provides instructions for working as an agent in a Strata CS call

center. Whether or not this chapter applies to you depends on the Strata CS call

distribution method that your offic e us es, as follows:

nUse this chapter if you are an agent in a Strata CS call center queue that

was set up by using the separately purchased Strata CS call center add-on.

nDo not use this chapter if you are an agent in a Strata CS ACD

workgroup that was set up by using an ACD wo rkgroup use r and a rou ting

list that sends calls to agents who are members of a workgroup. If you are

an agent in an ACD workgroup, see the manual Strata CS Call Center

Administrator Guide or your Strata CS system administrator for

instructions on working as an agent.

For instructions on setting up, managing, and supervising a call center, see the

manual Strata CS Call Center Administrator Guide.

About call centers _____________________________________

A call center is a method of placing incoming ca lls on hol d and dis tribu ting the m

to a group of users. Users in call centers are called agents. Typical examples of a

call center are a sales office or a technical support department.

The following Strata CS call center terms appear in this chapter:

nAgent. A Strata CS user who answers incoming calls to the call center.

nQueue. A call center that is set up at a single extension. Callers to that

extension who are waiting on hold are said to be “in the queue.” A call

center can have more than one queue. For example, a technical support

department can have one queue for Product A and another queue for

Product B. Each queue has its own list of agents who answer calls and its

own method of distributing calls to agents. You can be an agent for more

than one queue.

nSupervisor. An agent who has special permissions. Supervisors can

perform administrative maintenance on a queue by using the Strata CS

Administrator application, and they can view current queue statistics.

Agents can have varying levels of supervisor permission. If you have

supervisor permissions, see the manual Strata CS Call Center

Administrator Guide or your Strata CS system administrator for further

information.

nOverflow agent. A user who answers calls to a queue only when all the

queue’s regular agents are unavailable.