Call Center Agents - Toshiba STRATA CS Communication Server Release 6 Quick Reference Manual

Call Center Agents

If you are a Call Center Agent, this page provides the commands
you need to know.
Working In Call Center Queue
The following functions can be done in either ViewPoint or by
telephone.
Start of Workday
Select one of the following personal status commands:
³

Dial
...or

(Available Queue Only) to receive only queue calls.
Non-queue calls are sent to voice mail.
Breaks

1. Dial
2. When your break is over, dial
End of Workday
³

Dial
Signing In/Out of Queues
³
Using ViewPoint, select Tools > Queue Sign In/Out.
When you are signed out of a queue, you do not receive calls
Note
from it.
Working In ACD Workgroup
³ To begin taking ACD Workgroup calls
1. Using ViewPoint, select Tools > Options > Incoming Calls
tab.
2. Check "Accept ACD Workgroup calls."
3. Click OK.
³ To stop taking calls
³
Uncheck "Accept ACD Workgroup calls" field.
Using Call Monitor
³ To monitor and control call center calls visually
³
Use the appropriate tab of ViewPoint's Call Monitor. You will
see a separate tab for each queue or ACD Workgroup in
which you are an agent.
Strata CS Quick Reference Guide 04/04
(Available) to receive queue and non-queue calls.
(On Break).
(Available Non-Queue).
 
or .
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