Toshiba Strata CS manual Popping up caller information, Working remotely

Popping up caller information ___________________________

You can use the Strata CS Contact Manager Assistant to pop up information about callers that you have in another contact manager application. Callers must be contacts in one of the following contact manager or customer relationship management applications:

n

n

n

Microsoft Outlook 98 or 2000

GoldMine Software’s GoldMine 4.0 or 5.0

GoldMine FrontOffice 2000

For instructions on configuring the Strata CS Contact Manager Assistant, see its online Help.

Act! does not require the Contact Manager Assistant to pop up contact information.

Note: Your office might also use a custom screen pop application created with the Client API. If this is the case, see your Strata CS system administrator for instructions on using it.

What call center agents need to know to get the job done ____

If you are working as a call center agent, you should be aware of the following:

nWhile you are signed in, always take queue calls that are sent to you. If a queue call rings your phone and you do not answer, the caller hears an interval of ringing before being placed back on hold. Also, if you do not pick up a ringing queue call, or decline it using the call announcing options, the queue might automatically place you On Break.

nSign out only at the end of your shift. To stop receiving queue calls during your shift, for any reason, use the On Break personal status. Many performance statistics for the queue reset when you sign out. If you sign in and out several times during the day, those statistics are affected.

nYour personal status can be changed by others. If you do not answer queue calls that ring your phone, the queue can automatically place you On Break. Also, a supervisor can change your personal status at any time.

Working remotely______________________________________

By forwarding your calls, you can work as an agent at a remote phone, for example your home phone. For instructions on using the Client remotely, see “Using the Strata CS Client remotely” on page 6-5.

17-8 STRATA CS CLIENT USER GUIDE

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