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Toshiba CIX-SG-CCACD-VB - page 1
May , 2006 A CD Agent/Super visor T elephone User Guide ...
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Toshiba CIX-SG-CCACD-VB - page 2
Publication Inf ormation T o shib a Ame rica In fo rm ation Systems, Inc., T el ecommunication Systems Divi sion, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to si mply change the design of this document. ...
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Toshiba CIX-SG-CCACD-VB - page 3
TOSHIBA AMERICA INFORMA TION SYSTEMS, INC. ( “ T AIS ” ) T elecommunication Systems Division License Agreement IMPORT ANT : THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND T AIS. CAREFULL Y READ THIS LICENSE AGREEMENT . USE OF ANY SOFTWARE OR ANY RELA TED INFORMATION (COLLECTIVEL Y , “SOFTW ARE”) IN ...
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Toshiba CIX-SG-CCACD-VB - page 4
T oshiba America Information Systems, Inc. Digit al Solutions Division Limited W arranty T o shi ba America Information Systems, In c., (“ T AIS”) warrants that this telephone equi pmen t (except for fu se s, lam ps, and other consumables) will, upon de livery by T AIS or an authorized T AIS dealer to a retail custom er in new condition, be fre ...
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Toshiba CIX-SG-CCACD-VB - page 5
Strata CIX ACD Agent/Supervisor T elephone 05/06 i Contents Introduction Conventions ..................... .................................... ............................... ............................ ....iv Related Documents/Media ..................... .................................... ................................ .......... v CD-ROMs . ...
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Toshiba CIX-SG-CCACD-VB - page 6
Contents Chapter 3 – Ca ll Features ii Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Chapter 3 — Call Features Feature Interaction ........................ ................................ .................................... ................ .1 7 Answering Calls ................... ................................ ........................ ...
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Toshiba CIX-SG-CCACD-VB - page 7
Strata CIX ACD Agent/Supervisor T elephone 05/06 iii Intr oduction This guide provides instructions for an Agent or Supervisor using a S trata 3000-series telephone with T oshiba’ s St rata Automatic Call Distribution (ACD) application. It provides step-by-step instructions on how to us e the ACD features an d buttons on the Agent and Supervisor ...
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Toshiba CIX-SG-CCACD-VB - page 8
Introd uction Conv entions iv Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Con ventions Con ventions Description Note Elaborates specific items or referenc es other information. W ithin some tables, general notes appl y to the entire table and numbered notes apply to specific items. Impor tant! Calls attention to important instructions or inf ...
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Toshiba CIX-SG-CCACD-VB - page 9
Introd uction Related Documents/Media Strata CIX ACD Agent/Supervisor T elephone 05/06 v Related Documents/Media Some documents listed here may appear in different versi ons on the CD-ROM or in print. T o find the most current version, check the version/date in the Publication Information on the back of the document’ s title page. Refer to the fo ...
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Introd uction Related Documents/Media vi Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ...
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Toshiba CIX-SG-CCACD-VB - page 11
Strata CIX ACD Agent/Supervisor T elephone 05/06 1 The Grand T our 1 Automatic Call Distribution (ACD) for T osh iba Strata systems provides a quick, efficient means of handling a large volume of incoming calls that are automatically connected to ACD Agent Groups. Calls are served in order of arrival based upon a ssigned priorities and are automati ...
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Toshiba CIX-SG-CCACD-VB - page 12
The Grand T our A CD Group Super visor 2 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 A CD Gr oup Supervisor ACD Group Supervisors must use a T oshiba Strata 300 0-series digital telephone with an LCD. The LCD provides important in formation about the ACD Group o r an individual Agent's activities. The ACD Group Supervisor ’ s log in e ...
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Toshiba CIX-SG-CCACD-VB - page 13
The Grand T our A CD T elephone Strata CIX ACD Agent/Supervisor T elephone 05/06 3 Figure 1 DKT3200-series L CD T e lephone with A CD Buttons WH[W 48(8(6$ /(6 $ &: $&' Sp k r p C n f /Tr n Hold V o l Z Q $YDLO 8QDYDLO /RJ ...
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Toshiba CIX-SG-CCACD-VB - page 14
The Grand T our A CD T elephone 4 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Fle xible Buttons All flexible buttons must be programmed for your telephon e in system programming and vary for individual teleph ones. If a button does not appear on telephone keystrip, see your System Administrator . Ta b l e 1 explains the function of each ACD ...
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Toshiba CIX-SG-CCACD-VB - page 15
The Grand T our A CD T elephone Strata CIX ACD Agent/Supervisor T elephone 05/06 5 Extension Number Buttons The extension number buttons consist of: extension numb ers, secondary extension numbers, and phantom extension nu mbers. Th ey make or answer calls and are known as your extension or intercom number . Y ou can have multiple extension number ...
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Toshiba CIX-SG-CCACD-VB - page 16
The Grand T our Agent T elephone Status 6 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Agent T elephone Status Y ou can make and receive different types of calls depend ing upon the status of your ACD Agent telephone. • Log In - Y ou are logged into an ACD Group once an entry code has been entered and accepted by the ACD system. • Log Out ...
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Toshiba CIX-SG-CCACD-VB - page 17
Strata CIX ACD Agent/Supervisor T elephone 05/06 7 Status Features 2 This chapter lists all the ACD features applic able to an Agent's or Supervisor's station for changing status. • Logging In/Out • Unavailable/A vailable • End W rap Up T ime • Status Display • Shift Mode (Supervisor) •Q u e u e A l a r m s Note If your teleph ...
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Toshiba CIX-SG-CCACD-VB - page 18
Status Features Logging In/Out 8 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 When you log out, the ACD features are d eactivated on your tele ph one, but the regular features still continue to work. For example, you can use the A CD Call button to make and receive non-ACD calls. These kinds of calls are not registered as PBX calls for Manage ...
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Toshiba CIX-SG-CCACD-VB - page 19
Status Feature s Logging In/Out Strata CIX ACD Agent/Supervisor T elephone 05/06 9 Important! Do not enter the same gr oup number twice during log in. The first entry logs in, if you enter it a second time, you will log out and the display shown right a ppears. 5. (Super visor Only) If you want t o take calls as an Agent while logged in, press 1 if ...
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Toshiba CIX-SG-CCACD-VB - page 20
Status Features Unav ailable and Av ailable 10 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ³ T o Log Out of one or mor e gro ups 1. Press ACD Call + Log In/Out . Dial T o ne is heard until the Log In is pressed. 2. Enter your Agent ID cod e + # . 3. Enter your passcode + # . 4. Enter the queue number to log out of + # . Non-LCD: Entry T one ...
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Toshiba CIX-SG-CCACD-VB - page 21
Status Feature s End Wrap Up Time Strata CIX ACD Agent/Supervisor T elephone 05/06 11 End Wrap Up Time When you have completed an ACD call, y our telephone may enter the W rap Up mode automatically if that option is selected fo r your ACD group. W rap Up mode is a pre- defined mode with a time limit that enables you to process paperwork or complete ...
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Toshiba CIX-SG-CCACD-VB - page 22
Status Features Status D ispla y 12 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Status Displa y ACD Agents and Supervisors can press a button to display th e queue status. The Supervisor's phone is also able to view th e Agent S tatus (A vailab le, Unav ailab le, etc.) for each Agent logged into your ACD Group. A button is available for ...
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Toshiba CIX-SG-CCACD-VB - page 23
Status Feature s Status Displa y Strata CIX ACD Agent/Supervisor T elephone 05/06 13 ³ T o turn Auto Scroll On or Off ³ Press Fe a t u r e to toggle Auto Scroll On and Off. When it is Off, you can manually scroll through the gr ou ps. ³ T o Use Auto Scroll Off Options When Auto Scroll is Off, you can manually scroll through the groups. ³ Press ...
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Toshiba CIX-SG-CCACD-VB - page 24
Status Features Shift Mode 14 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Shift Mode Supervi sor Only Featur e An ACD Group Supervisor can press Star t/End Shift to manually start or end a shift, or to enable a pre-defined shift sc hedule. Only someone who has logged in as a Supervisor can activate or cancel this feature . The ACD applicatio ...
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Toshiba CIX-SG-CCACD-VB - page 25
Status Feature s Queue Alar ms Strata CIX ACD Agent/Supervisor T elephone 05/06 15 Queue Alarms During queue operation, a number of cond itions can send an alarm indication to Agent’ s and Supervisor ’ s telephones. These warnings are to alert the Supervisor or Agent that some action may be neces sary to correct for the condition. ³ T o view A ...
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Status Features Queue Alar ms 16 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ...
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Toshiba CIX-SG-CCACD-VB - page 27
Strata CIX ACD Agent/Supervisor T elephone 05/06 17 Call Features 3 This chapter describes ACD call features fo r Agents and Supervisors, including: • Answering Calls •H o l d • ACD Call Pickup •A C D H e l p •W o r k U n i t • Agent Assistance Call (Supervisor) • Call Monitor/Join Call (Supervisor) Feature Interaction Strata provides ...
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Toshiba CIX-SG-CCACD-VB - page 28
Call Features Ans weri ng Calls 18 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Ans wering Calls ³ T o answer an ACD call 1. Call rings on Agent's AC D Ca ll button and the LCD displays text (shown right). 2. After a specified number of seconds, Caller ID appears (example shown right). Note See your System Administrator for the number o ...
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Toshiba CIX-SG-CCACD-VB - page 29
Call Features A CD Call Pi ckup Strata CIX ACD Agent/Supervisor T elephone 05/06 19 A CD Call Pic kup Y ou can pick up an ACD call ringing at another Agent's telephone by us ing your station's ACD Call Pickup bu tton. T o use this feature: • Both stations must be in the same ACD Group. • The incoming call must be an ACD call for that ...
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Toshiba CIX-SG-CCACD-VB - page 30
Call Features A CD Help 20 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 A CD Help Y ou can call your ACD Group Supervisor for assistance during an ACD call by pressing the ACD Help button. This button enables you to: • T alk to your Supervisor or Ag ent while the ACD call is on hold. • Establish a three-way conversation with your Supervis ...
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Toshiba CIX-SG-CCACD-VB - page 31
Call Features Agent Assistance (Help) Call Strata CIX ACD Agent/Supervisor T elephone 05/06 21 Agent Assistance (Help) Call Supervi sor Only Featur e An Agent in your ACD Group can ca ll you for assistance by pressing the ACD He lp button on their station. ACD Hel p rings the Supervisor tele phone if the Superviso r ’ s ACD Call button is availab ...
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Toshiba CIX-SG-CCACD-VB - page 32
Call Features W or k Units 22 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Wo r k U n i t s The W ork Unit feature enables tracking of ACD calls by assigning W ork Unit codes. The tracking is useful, because of the inform ation that can be coll ected, for example; response to sales campaigns, calls from a particular area, etc. The codes are r ...
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Toshiba CIX-SG-CCACD-VB - page 33
Call Features Call Monitori ng/Join Call Strata CIX ACD Agent/Supervisor T elephone 05/06 23 Call Monitoring/Join Call Supervi sor Only Featur e Call Monitoring or Join Call enables the Su pervisor , to monitor conversations between an ACD Agent and caller . A one-way , li sten-only path is established for the Supervisor only . Th e monitoring feat ...
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Toshiba CIX-SG-CCACD-VB - page 34
Call Features Call Monito ring/Join Call 24 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ³ T o Join a call 1. Press ACD Call + Join . If you are monitoring a call when you press the Jo in , both the Join and Monito r LEDs flash slow green. 2. Press Jo i n again and your telephone will retu rn to monitoring (listen only). EXT + Line 1 EXIT ...
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Toshiba CIX-SG-CCACD-VB - page 35
Strata CIX ACD Agent/Supervisor T elephone 05/06 25 A about this book conventio ns, iv related documents, v ACD call pickup, 19 group supervis or, 2 ACD Call button, 4 , 7 , 8 , 18 ACD Help, 20 , 21 button, 4 ACD PU button, 4 , 19 agent assistance, 21 available, 6 unavailab le, 6 wrap up, 6 agent status, 6 , 12 alarm tone, 6 unavail, 10 alarm clear ...
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Toshiba CIX-SG-CCACD-VB - page 36
Inde x C ~ Q Strata CIX ACD Agent/Supervisor T elephone 05/06 26 C call forwarding, 17 monitoring, 23 call pickup, 19 CD-ROMs, v CLR (Clear) Soft Key, 15 conference, 20 D definitions buttons, 4 disabled (shift status), 14 display status, 2 Display Status button, 5 , 12 do not disturb (DND), 17 E enabled (shift status), 14 End Wrap Up b utton, 4 , 1 ...
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Toshiba CIX-SG-CCACD-VB - page 37
Index R ~ W 27 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 R reject tone, 6 S scheduled (shift status), 14 scroll options, 13 secondary extension number, 5 shift mode, 14 Start/End Shift button, 2 , 4 , 14 status, 2 agent, 12 agent telephone, 6 display, 12 queue, 12 supervisor, 2 feature, 14 , 21 , 23 telephone, 2 T telephone, 1 , 2 tones, 6 ...
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Toshiba CIX-SG-CCACD-VB - page 38
Index W ~ W 28 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ...
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