Table of Contents
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Table of Contents
Related Manuals for Iwatsu ADIX ACD
Summary of Contents for Iwatsu ADIX ACD
- Page 1 GENT UPERVISOR IGITAL ELEPHONE UICK EFERENCE UIDE...
- Page 2 INTRODUCTION This guide describes basic features and operations for the ADIX Digital Multi-line Telephones in the ADIX ACD System. Multi-Purpose Buttons - Can be programmed for a specific function such as outside lines, individual extensions, or one-touch feature operation. Button Lamps - Light up or flash when someone is using the line or feature corresponding to that button.
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Page 3: Basic Features
Press the MIC OFF button to toggle between microphone off and microphone on. ICM - The intercom system allows communication between the telephone extensions in your ADIX system. Pressing the ICM button connects you to an intercom line for conversation with another extension. -
Page 4: Receiving An Incoming Call
Receiving an Incoming Call When your telephone rings, lamp flashes: Lift the receiver to connect the call. If you are not connected to the call automatically When your telephone rings, lamp flashes: Lift the receiver. Press the button with the flashing lamp to connect the call. -
Page 5: Making An Intercom Call
Making an Intercom Call Lift the receiver. When you hear dial tone: Dial an extension number, If your phone has a direct call button assigned for the extension: Lift the receiver. When you hear dial tone: Press the assigned extension button. Receiving a Call From Another Extension When you hear the intercom call signal: Pick up the receiver to connect the call. -
Page 6: Agent Features
Multi-Line (up to three outside + one inside) While speaking on an outside call: Put the first call on Hold [HOLD/DND]. Access second outside line. When the second outside line answers: Press the Add button [ADD]. Press the first line that has been on hold. All three parties are connected. - Page 7 Immediate Method - Terminates the Call and Makes Agent Not Available During a conversation: Press the Not Available button [N/A] to immediately terminate the conversation and place the station in Not Available mode. The Not Available button [N/A] will flash red. To Make the Phone Available Press the red-flashing Not Available button [N/A] The lamp will turn off.
- Page 8 Qualifier Code Entry Qualifier Codes may be entered during Wrap-up. Up to four three-digit codes may be entered. To Enter Qualifier Codes Manually Press the Qualify button [QUALIFY]. The Qualify button [QUALIFY] will flash red and the display will read “Enter Code.” Enter a three-digit code [ ] [ ] [ ].
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Page 9: Emergency Recording
Using a Headset Make sure the Headset button [HEAD] lamp is on. If not, press the Headset button [HEAD]. To Answer an Incoming ACD Call with Manual Connection Press the Answer button [AGT ANS], Press the button representing the new call. To Answer a Call with Automatic Connection When the call stops ringing it is automatically connected. -
Page 10: Message Recording
Supervisor Log-out Press the Speaker button [SPKR]. Press the Supervisor Log button [S. LOG]. The lamp will turn off. Press the Speaker button [SPKR]. Message Recording Allows the ACD Supervisor to change the recorded messages in the Call Sequence Table. To Record a Message Lift the receiver. -
Page 11: Call Monitoring
To Listen to All Messages Lift the receiver. Press the Message Recording button [A.REC]. The Message Record button [A.REC] will flash red and the display will read “Record Class.” Dial [#][#]. Hang up. Call Monitoring This feature allows the Supervisor to silently listen to an Agent’s conversation. - Page 12 To Place in Day Mode Press the ACD Group Night button [NIGHT]. The ACD Group Night button [NIGHT] lamp is off. Answering a Help Call When an Agent requests assistance, the ACD line button will flash red and the display will show the Agent’s extension number, name, and Help.