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

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 office uses, 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 workgroup user and a routing 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 calls on hold and distributing them 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.

Basic call center terminology

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

n

n

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

Queue. 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.

17-2 STRATA CS CLIENT USER GUIDE

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