Toshiba Strata CS manual Additional personal statuses for call center agents

Additional personal statuses for call center agents

In addition to the personal statuses shown in the previous table, the predefined personal statuses shown in the following table are available to agents in a call center queue.

Icon	Status	Description
	Available	This status or the Available status signs you
	(Queue Only)	in at the beginning of your shift. When you
		select this status, the queue begins sending
		calls to you.
		With this status, only queue calls ring your
		phone. Non-queue calls are sent directly to
		your voice mail. To have all your calls ring
		your phone, sign in by selecting the Available
		status (see the previous table).
		You can also select this status by picking up
		the phone and pressing *51.
	Available	This status signs you out at the end of your
	(Non-Queue)	shift. When you select this status, the queue
		stops sending calls to you.
		With this status, non-queue calls still ring your
		phone. To prevent all calls from ringing your
		phone, sign out by selecting Do Not Disturb.
		You can also select this status by picking up
		the phone and pressing *52.
	On Break	This status puts you on a break during your
		shift. While this status is selected, the queue
		does not send calls to you. When you take a
		break, be sure to use the On Break status
		rather than Available (Non-Queue), which
		signs you out of the queue. Using On Break
		when you take a break will ensure the
		integrity of call center statistics.
		You can also select this status by picking up
		the phone and pressing *53.

CHAPTER 8. USING PERSONAL STATUS 8-5

BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL