Toshiba Strata CS manual Taking a break, Signing in at another extension

subsequent outbound calls as being from yourself. Otherwise your outbound calls will continue to be marked as coming from the queue, even though you have signed out. See “Placing calls from a queue” on page 17-7.

When you sign out by using one of these methods, you continue to receive non-queue calls, but you receive no queue calls. You can also sign out by choosing any personal status other than Available, Available (Queue Only), and On Break. For example, choosing Do Not Disturb signs you out of the queue and also sends non-queue calls directly to voice mail.

Taking a break

To take a break from answering queue calls during your shift, do one of the following:

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Pick up the phone and press *53.

In the Client, select the personal status On Break.

Important: Select the On Break personal status whenever you leave your phone during your shift, even for a short time. If you leave your phone without selecting On Break, queue calls might be sent to your phone, and callers will hear an interval of ringing before they are placed back on hold. Note that if you do not answer calls to your phone, the queue might automatically place you in On Break status.

When you finish your break and are ready to receive calls again, you must sign in again—even though you have not signed out. Press *51 on your phone or select the personal status Available or Available (Queue Only). See “Signing in” on page 17-3.

Note: Signing in at the beginning of your shift and returning to work after a break are the same process.

Signing in at another extension

To sign in to a queue at an extension other than your own, do the following:

1.Forward your calls to the new extension. See “Forwarding calls” on page 14-2 for instructions.

2.Log on to your account so that Strata CS knows which agent you are. Otherwise, your call center performance might be logged under another agent’s name. You can log on to your account by using either the Client or the telephone.

n To log on using the Client: Start the Client and log on by using your user name and password. If the Client is already running under someone else’s account, choose File > Log on as another user, and then log on by using your user name and password.

17-4 STRATA CS CLIENT USER GUIDE

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