Agent Telephone Status; Placing Calls On Hold - Toshiba Strata CT Manual

Features

Agent Telephone Status

You can make and receive different types of calls depending upon the status of your ACD Agent
telephone.
Available – If you are logged in as an ACD agent, you can receive ACD or PBX calls and non-
ACD calls to other [DNs].
Unavailable – You are unavailable to take ACD calls when you press
respond to two successive ACD calls. For more information, see "Unavailable" on Page 17. Your
telephone can still receive and make non-ACD or PBX calls when it is in the unavailable status.
After Call – When you disconnect from an ACD call you are automatically allowed an amount of
time to do your paperwork. You can receive non-ACD or PBX calls if your telephone has been
programmed to receive these calls. For more information on the procedure to end After Call, see
"End After Call Work" on Page 14.
Talk – When you are talking on an ACD call or have one on hold, you can receive non-ACD calls
on other [DNs] or Exchange Lines.
Log Out – You are logged out of the ACD Group. You can still receive and make non-ACD calls.
PBX Call – When you are talking on a PBX call or have one on hold, you can receive non-ACD
calls.

Placing Calls on Hold

You can place your current call on hold, whether it is an ACD or PBX call, and return to it later. To
establish a three-way call with your Supervisor and your ACD caller, see
12.
To place an ACD call on Hold
Hold
Press .
Strata CT ACD Agent November 2001
The ACD Call LED flashes at the
I-Hold rate and your LCD
displays the message on the right.
Incoming ACD or PBX calls are not routed to
Note
because it has a call on Hold and PBX calls are blocked.
Quick Reference
Unavailable
or do not
"ACD Call Pickup" on Page
HOLD LINE 5
JUL 27 TUE 02 : 27
ACD Call
,
7