Toshiba Strata CIX ACD Agent/Supervisor Telephone CIX-SG-C Manuel d'utilisateur

May, 2006ACD Agent/SupervisorTelephone User Guide

IntroductionRelated Documents/Mediavi Strata CIX ACD Agent/Supervisor Telephone 05/06

Strata CIX ACD Agent/Supervisor Telephone 05/06 1The Grand Tour 1Automatic Call Distribution (ACD) for Toshiba Strata sy

The Grand TourACD Group Supervisor2 Strata CIX ACD Agent/Supervisor Telephone 05/06ACD Group SupervisorACD Group Supervisors must use a Toshiba Str

The Grand TourACD TelephoneStrata CIX ACD Agent/Supervisor Telephone 05/06 3Figure 1 DKT3200-series LCD Telephone with ACD ButtonsWH[W48(

The Grand TourACD Telephone4 Strata CIX ACD Agent/Supervisor Telephone 05/06Flexible ButtonsAll flexible buttons must be programmed for your teleph

The Grand TourACD TelephoneStrata CIX ACD Agent/Supervisor Telephone 05/06 5Extension Number ButtonsThe extension number buttons consist of: ext

The Grand TourAgent Telephone Status6 Strata CIX ACD Agent/Supervisor Telephone 05/06Agent Telephone StatusYou can make and receive different types

Strata CIX ACD Agent/Supervisor Telephone 05/06 7Status Features 2This chapter lists all the ACD features applicable to an Agent's or Supervis

Status FeaturesLogging In/Out8 Strata CIX ACD Agent/Supervisor Telephone 05/06When you log out, the ACD features are deactivated on your telephone,

Status FeaturesLogging In/OutStrata CIX ACD Agent/Supervisor Telephone 05/06 9Important! Do not enter the same group number twice during log in.

Publication InformationToshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to rev

Status FeaturesUnavailable and Available10 Strata CIX ACD Agent/Supervisor Telephone 05/06³ To Log Out of one or more groups1. Press ACD Call + Log

Status FeaturesEnd Wrap Up TimeStrata CIX ACD Agent/Supervisor Telephone 05/06 11End Wrap Up TimeWhen you have completed an ACD call, your telep

Status FeaturesStatus Display12 Strata CIX ACD Agent/Supervisor Telephone 05/06Status DisplayACD Agents and Supervisors can press a button to displ

Status FeaturesStatus DisplayStrata CIX ACD Agent/Supervisor Telephone 05/06 13³ To turn Auto Scroll On or Off³ Press Feature to toggle Auto Scr

Status FeaturesShift Mode14 Strata CIX ACD Agent/Supervisor Telephone 05/06Shift ModeSupervisor Only FeatureAn ACD Group Supervisor can press Start

Status FeaturesQueue AlarmsStrata CIX ACD Agent/Supervisor Telephone 05/06 15Queue Alarms During queue operation, a number of conditions can sen

Status FeaturesQueue Alarms16 Strata CIX ACD Agent/Supervisor Telephone 05/06

Strata CIX ACD Agent/Supervisor Telephone 05/06 17Call Features 3This chapter describes ACD call features for Agents

Call FeaturesAnswering Calls18 Strata CIX ACD Agent/Supervisor Telephone 05/06Answering Calls³ To answer an ACD call1. Call rings on Agent's A

Call FeaturesACD Call PickupStrata CIX ACD Agent/Supervisor Telephone 05/06 19ACD Call PickupYou can pick up an ACD call ringing at another Agen

TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”)Telecommunication Systems Division License AgreementIMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”)

Call FeaturesACD Help20 Strata CIX ACD Agent/Supervisor Telephone 05/06ACD HelpYou can call your ACD Group Supervisor for assistance during an ACD

Call FeaturesAgent Assistance (Help) CallStrata CIX ACD Agent/Supervisor Telephone 05/06 21Agent Assistance (Help) CallSupervisor Only FeatureAn

Call FeaturesWork Units22 Strata CIX ACD Agent/Supervisor Telephone 05/06Work UnitsThe Work Unit feature enables tracking of ACD calls by assigning

Call FeaturesCall Monitoring/Join CallStrata CIX ACD Agent/Supervisor Telephone 05/06 23Call Monitoring/Join CallSupervisor Only FeatureCall Mon

Call FeaturesCall Monitoring/Join Call24 Strata CIX ACD Agent/Supervisor Telephone 05/06³ To Join a call1. Press ACD Call + Join.If you are monitor

Strata CIX ACD Agent/Supervisor Telephone 05/06 25Aabout this bookconventions, ivrelated documents, vACDcall pickup, 19group supervisor, 2ACD Call

IndexC ~ QStrata CIX ACD Agent/Supervisor Telephone 05/06 26Ccallforwarding, 17monitoring, 23call pickup, 19CD-ROMs, vCLR (Clear) Soft Key, 15confe

IndexR ~ W27 Strata CIX ACD Agent/Supervisor Telephone 05/06Rreject tone, 6Sscheduled (shift status), 14scroll options, 13secondary extension numbe

IndexW ~ W28 Strata CIX ACD Agent/Supervisor Telephone 05/06

Toshiba America Information Systems, Inc.Digital Solutions DivisionLimited WarrantyToshiba America Information Systems, Inc., (“TAIS”) warrants that t

Strata CIX ACD Agent/Supervisor Telephone 05/06 iContentsIntroductionConventions ...

ContentsChapter 3 – Call Featuresii Strata CIX ACD Agent/Supervisor Telephone 05/06Chapter 3 — Call FeaturesFeature Interaction ...

Strata CIX ACD Agent/Supervisor Telephone 05/06 iiiIntroductionThis guide provides instructions for an Agent or Supervisor using a Strata 3000-ser

IntroductionConventionsiv Strata CIX ACD Agent/Supervisor Telephone 05/06ConventionsConventions DescriptionNoteElaborates specific items or refere

IntroductionRelated Documents/MediaStrata CIX ACD Agent/Supervisor Telephone 05/06 vRelated Documents/MediaSome documents listed here may appear i