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Strata CIX ACD Agent/Supervisor Telephone 05/06

17

Call Features

3

This chapter describes ACD call features for Agents and Supervisors, including:

•

Answering Calls

•

Hold

•

ACD Call Pickup

•

ACD Help

•

Work Unit

•

Agent Assistance Call (Supervisor)

•

Call Monitor/Join Call (Supervisor)

Feature Interaction

Strata provides the ACD features from system-resident software. The following
features are affected when your station is logged in as Agent:

•

Call Forwarding

– All types of Call Forwarding from extension numbers and

phantom extension numbers are allowed. ACD calls do not forward, but PBX and
non-ACD calls do forward in the normal manner.

•

Station Do Not Disturb (DND)

– The Station DND feature does not operate when

your station receives an ACD call. DND only applies to non-ACD or PBX calls
directed to your extension.

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Содержание Strata CIX-SG-CCACD-VB

Страница 1: ...May 2006 ACD Agent Supervisor Telephone User Guide ...

Страница 2: ...nents as engineering or manufacturing methods may warrant CIX SG CCACD VB Version B May 2006 Copyright 2006 Toshiba America Information Systems Inc Telecommunication Systems Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retriev...

Страница 3: ...PARTY RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOW...

Страница 4: ...sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty 30 days after such malfunction whichever first occurs Under no circumstances will the retail customer or any user or dealer or other person be entitled to any di...

Страница 5: ...ia v CD ROMs v Chapter 1 The Grand Tour ACD Agent 1 ACD Group Supervisor 2 ACD Telephone 2 Flexible Buttons 4 Extension Number Buttons 5 Agent Telephone Status 6 Tones 6 Chapter 2 Status Features Logging In Out 7 Unavailable and Available 10 End Wrap Up Time 11 Status Display 12 Shift Mode 14 Queue Alarms 15 ...

Страница 6: ...i Strata CIX ACD Agent Supervisor Telephone 05 06 Chapter 3 Call Features Feature Interaction 17 Answering Calls 18 Hold 18 ACD Call Pickup 19 ACD Help 20 Agent Assistance Help Call 21 Work Units 22 Call Monitoring Join Call 23 Index 25 ...

Страница 7: ...ng the non ACD specific features of your telephone refer to the appropriate Quick Reference Guide or User Guide See Related Documents Media on page v This user guide is divided as follows Chapter 1 The Grand Tour describes available ACD Agent and Supervisor features and ACD buttons Chapter 2 Status Features provides a description and step by step operational procedure for features associated with ...

Страница 8: ...when all extensions are being used Note The naming convention for DKT assignments within Toshiba is Directory Numbers For clarity and ease of understanding the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and PhDN Arial Bold Represents telephone buttons shows a multiple PC keyboard or telephone button entry Entries without spaces between them sho...

Страница 9: ...ta CIX Call Center Solutions General Description Strata CIX ACD Supervisor User Guide Strata CIX ACD Installation Guide Strata CIX IPT DKT Telephone User Guide CD ROMs Strata CIX Call Center Solutions Application Software and Documentation Library for Strata ACD Insight OAISYS Net Server and OAISYS Voice Assistant OAISYS includes software and documentation for OAISYS Chat Call Router and Net Phone...

Страница 10: ...Introduction Related Documents Media vi Strata CIX ACD Agent Supervisor Telephone 05 06 ...

Страница 11: ...l ACD Agent An ACD Agent can use a Toshiba Strata 3000 or 2000 series digital telephone Toshiba recommends using a Strata 3000 series Liquid Crystal Display LCD telephone for all Agents requiring display functions The Strata 3000 series LCD digital telephone has improved data handling capabilities for instantaneous display updates If the Strata 2000 series LCD digital telephone is used the display...

Страница 12: ...s on ACD calls Supervisors can also participate in the call by pressing Join Both Agents and Supervisors can display the queue status but Supervisors can display the call status of individual Agents Agents can call the ACD Group Supervisor for help with an ACD call The Supervisor can talk to the agent with the ACD call on hold or talk exclusively to the caller while the Agent drops out or particip...

Страница 13: ...elephone 05 06 3 Figure 1 DKT3200 series LCD Telephone with ACD Buttons WH W 48 8 6 6 Spkr p Cnf Trn Hold Vol Z Q YDLO 8QDYDLO RJ Q 2XW 6WDUW QG 6KLIW 0RQLWRU DOO HOS 38 DOO RLQ RUN 8QLW LVSOD 6WDWXV QG UDS 8S WHQVLRQ 1XPEHU EXWWRQV 6XSHUYLVRU EXWWRQV VKRZQ LQ JUH ...

Страница 14: ... the same group The call remains registered as an ACD call after being picked up Avail Unavail Avail Enables the telephone to accept ACD calls Unavail Stops ACD calls from temporarily ringing the telephone Calls will stack up in queue if all Agents are Unavailable Calls will go to Re route Destination only if all Agents Log Out End Wrap Up Sets Wrap Up time to end in one second After one second th...

Страница 15: ...aiting in queue Additionally Supervisors can view the call status of individual Agents or other ACD groups Table 2 Extension Button Definitions Button Definition Primary Extension Number This is your specific extension or intercom number used to make or receive calls Your telephone can have multiple primary extension number buttons with your number You can set Call Forward and Voice Mail ID code f...

Страница 16: ...the last call You can receive non ACD or PBX calls if your telephone has been programmed to receive these calls during the Wrap Up period Non ACD Call When you are on an ACD or PBX call or have one on hold you can receive non ACD calls on other DNs or CO lines Note While an agent is logged into ACD the agent should not use Program Administrator or Command modes If the agent uses one of these modes...

Страница 17: ... an LCD you will hear tones to notify you when an entry has been accepted or rejected The following procedures indicate when tones are played LCD telephones will not play tones Logging In Out You become enabled for handling calls associated with ACD Group s by logging in By entering a valid Agent ID password and ACD group number your telephone becomes available for receiving ACD calls and the ACD ...

Страница 18: ... the ACD queue the Supervisor can invoke the End Shift procedure to re route new calls To Log In 1 Press ACD Call Log In Out The Log In Out LED flashes red and Entry Tone four fast beeps plays 2 Enter your Agent or Supervisor ID code Important The Supervisor log in ID code should be kept confidential to prevent unauthorized use of Supervisor features 3 Enter your password or press if no password i...

Страница 19: ... The Log In Out LED turns steady red Repeat this process for each group that you are logged into If you pressed in the previous step when pressing 1 or 2 in this step applies to all groups that you are logging into Non LCD If log in is not successful Reject Tone plays If unsuccessful an error message displays shown right for five seconds or until you hang up Error message may say Invalid Passcode ...

Страница 20: ...the next group number to log out If you don t enter anything after five seconds it will exit from log out processing Unavailable and Available This feature enables temporary unavailability for ACD calls without logging out You can use this feature for breaks such as lunch and coffee breaks and extended times away from your telephone Press Unavail The Unavail LED lights steady red The Unavail LED t...

Страница 21: ...n ACD calls are routed to you again when the Wrap Up time limit expires or you end it When you have completed your paperwork you can end the Wrap Up time period by pressing End Wrap Up work You can make receive PBX calls during the Wrap Up time period To end Wrap Up Time When a call has completed your phone automatically enters the Wrap Up state The LCD shows this and the remaining time until your...

Страница 22: ...is ended Queue Status is restored To Display Status for a Group or a Queue 1 Press Display Status The ACD group name appears on the top line Example shown right bottom line one out of four Agents has logged in there are two calls waiting and the longest time a call has been waiting is four minutes 2 Press Page to return to Queue Status To Display Status for an Agent 1 Supervisor only Press Display...

Страница 23: ... change the direction of the scrolling forward backward To set the Auto Scroll Interval 1 Press Feature to toggle Auto Scroll On 2 When you turn Auto Scroll On press Scroll to view the scroll interval 3 Press Scroll to increment the seconds for scrolling higher or press Mode to increment the scroll time lower To Use Auto Scroll On Options Feature toggles Auto Scroll On and Off When it is Off you c...

Страница 24: ... ACD shift mode 1 While idle press ACD Call Start End Shift yyy yyy ACD Group number 2 Choose the mode to operate by dialing the appropriate code 1 Enabled 2 Disabled 3 Scheduled follows pre defined schedule The current status displays on the top row of the LCD The available options display on the bottom row When the status changes this is shown on the LCD and the available options also change If ...

Страница 25: ...sor or Agent that some action may be necessary to correct for the condition To view Alarms Alarms for the Queues will automatically appear and provide an audible ringing sound on the phone Emergency Call type ringing occurs when the phone is idle When the Emergency Call ringing sounds repeating high low ringing press the CLR Clear Soft Key to turn the alarm off The Alarm stops and the LED turns of...

Страница 26: ...Status Features Queue Alarms 16 Strata CIX ACD Agent Supervisor Telephone 05 06 ...

Страница 27: ...rovides the ACD features from system resident software The following features are affected when your station is logged in as Agent Call Forwarding All types of Call Forwarding from extension numbers and phantom extension numbers are allowed ACD calls do not forward but PBX and non ACD calls do forward in the normal manner Station Do Not Disturb DND The Station DND feature does not operate when you...

Страница 28: ...ll or go off hook The ACD Call LED flashes at the in use rate three quick flashes solid green repeat 4 Hang up when you have completed the call Your telephone enters Wrap Up Mode providing you with time to perform paperwork associated with the call Hold To place calls on Hold Press Hold The ACD Call LED flashes at a fast rate and your LCD shows the message on the right To retrieve calls from Hold ...

Страница 29: ...me ACD Group The incoming call must be an ACD call for that group Your ACD Call button must be idle You must be in an available state You cannot pick up some types of calls such as non ACD calls internal office calls or PBX calls To Pick up an ACD call ringing at another station 1 Press ACD PU When the call is diverted to you your LCD shows the text for the connected call shown right 2 The call ri...

Страница 30: ...call is automatically placed on consultation hold and called telephone rings When your Supervisor answers the Help call you can talk to the Supervisor and the ACD Call remains on consultation hold Non LCD Reject tone plays if no Supervisor is available to help Note If your Supervisor is not logged in this feature is not available If your Supervisor s telephone is busy in monitor mode ACD Help not ...

Страница 31: ...old Talk to an ACD caller with the Agent dropping out of the call by hanging up Participate in a three way conversation with the Agent and the ACD caller For this feature to work your telephone must be logged in with the Supervisor ID code of the same Group as the Agent requesting help To answer an Agent s call for Help 1 When you hear a long single ring and you see the Help Request HR on your LCD...

Страница 32: ...red for a call The account code counts will reflect the total of all entries but some reports will only show the most recent code entered Work Units can be registered on any call appearing on the ACD Call button Work Units may be entered anytime during the call To Enter a Work Unit Code 1 While talking on a call on ACD Call press Work Unit The Work Unit LED flashes The conversation is not interrup...

Страница 33: ...rvisors so the Supervisor log in ID code should be kept confidential to prevent unauthorized use of this and other Supervisor features To Monitor a call Press ACD Call Monitor Call yyyy Where yyyy is the Agent ID Whenever the monitored Agent is on an ACD Call the LED is set to the red I Use rate and your LCD shows Monitoring The call may be heard over the speaker Notes If the Agent is not on an AC...

Страница 34: ...gent Supervisor Telephone 05 06 To Join a call 1 Press ACD Call Join If you are monitoring a call when you press the Join both the Join and Monitor LEDs flash slow green 2 Press Join again and your telephone will return to monitoring listen only EXT Line 1 EXIT ...

Страница 35: ...us 6 12 alarm tone 6 unavail 10 alarm clearing 15 answer calls 9 answering calls 18 auto scroll interval 13 Avail Unavail button 4 available 6 10 B buttons ACD Call 4 7 8 18 ACD Help 4 21 ACD help 20 ACD PU 4 19 Avail Unavail 4 Display Status 5 12 End Wrap Up 4 11 extension iv extension numbers 5 Feature 13 Hold 18 Join 4 24 Log In Out 4 8 Mode 13 Monitor Call 4 23 Msg 5 Start End Shift 4 14 super...

Страница 36: ...n 4 11 end wrap up time 11 entry tone 6 extension number iv number buttons 5 F Feature button 13 flexible buttons 4 G group log out 10 H help 2 20 21 hold 18 J Join button 2 4 join call 23 24 L log in out 7 agent 6 supervisor 9 Log In Out button 4 8 log out group 9 groups 9 individual groups 10 M mailbox 5 Mode button 13 monitor 23 Monitor Call button 2 4 23 Msg button 5 N non LCD call 6 P passcod...

Страница 37: ...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 U unavailable 6 10 Unavail button 10 W Work Unit button 4 22 work units 22 wrap up 6 11 ...

Страница 38: ...Index W W 28 Strata CIX ACD Agent Supervisor Telephone 05 06 ...

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