Acd Viewer - Toshiba IP EDGE User Manual

IPedge
Using Companion Applications

ACD Viewer

180
The Call Manager ACD Viewer program allows Call Manager users
connected to Strata ACD to view the status of all ACD groups in which they
are members. It shows the operating status of each group and as the group
becomes busier it changes colors and can provide warning sounds to alert
you of status changes. You can expand each group view to see the number
of calls and the status of each of the agents and supervisors in the group.
Each group contains a "My Status" icon showing your own status in the group
(logged in, logged out, busy, in wrap-up, etc.), and when you right-click on
your icon you can change your status.
The ACD Viewer is fully integrated with the Call Manager Chat so you can
easily place a chat call to a supervisor or another agent by simply right-
clicking on that person's icon. Plus you can broadcast a chat notification to all
agents and supervisors in the group.
ACD Viewer appears by default as a companion application tab.
Strata ACD must be operating in Enhanced Mode for ACD Viewer to
Note:
be used.
The ACD actions can be used to Log In / Log Out to/from ACD groups. Going
temporarily unavailable and an ability to end wrap times can be part of the
features available. Additional Call Center features are possible using User
Programmable buttons.
TOSHIBA
IPedge UG 11/11