Toshiba Strata CS manual Placing calls from a queue, Marking all calls

Placing calls from a queue ______________________________

If you are a call center agent and you place a call at your desk using the telephone or the Client, by default Strata CS marks the call as a call made by you. However, you may need to place outgoing calls as part of your work as a call center agent. Such calls in Strata CS can be marked as calls from the queue—not as calls from your extension—so that reports on queue activity accurately reflect agent performance.

Marking all calls

To mark all subsequent outbound calls as queue calls, pick up your phone and press *14<queue’s extension>#. All calls that are made from your station are now logged as calls that are made by the queue and the calls appear in the Call Logs and Call Monitors of all call center agents in the queue. The calls do not appear on the My Phone tab in your Call Monitor.

To switch back, and mark subsequent outbound calls as being from you, press *14#. All subsequent calls from your station are now marked as being placed by you. These calls appear only in your Call Monitor and only in your Call Log.

Important: When you mark all your calls as being from the queue, they continue to be marked as being from the queue—even after you sign out—until you reset them by pressing *14#. When you are done placing outbound queue-related calls, you must press *14# to reset your subsequent calls as being from yourself.

If you share a station, log into Strata CS and then mark your calls.

Finding out how calls are currently marked

To learn how outbound calls from a station are currently marked, pick up the station and press *0. The station information recording includes the line, “The default extension is <Ext.> calling as <Name>.”

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<Ext.> is the extension of the last user who logged in at the station.

<Name> is the person or queue that outbound calls are marked as being from.

For example, the recording might say, “The default extension is 555, calling as Sales Queue.”

The Client’s status bar also displays whether outbound calls are marked as being from someone else. See “The status bar” on page 7-7.

CHAPTER 17. WORKING AS A CALL CENTER AGENT 17-7

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