About Participating In An Acd Workgroup; Use Of The Strata Cs Viewpoint; Marking Yourself Ready And Unavailable - Toshiba STRATA CS Communication Server Release 6 User Manual

About participating in an ACD workgroup_____________________

This appendix describes how agents participate in an ACD workgroup.
Important:
instructions on working in a call center queue, see
For complete instructions on setting up and managing a Strata CS call center, including an ACD
workgroup, see the Strata CS Call Center Administrator Guide.

Use of the Strata CS ViewPoint

Agents in an ACD workgroup must use the Strata CS ViewPoint. Without ViewPoint, there is
no way for agents to control whether or not they receive calls from the ACD workgroup. Agents
require ViewPoint to begin and end their workday and to take breaks during it, as described in
the next section.

Marking yourself ready and unavailable ______________________

To mark yourself as ready to receive ACD workgroup calls:
1.
2.
3.
4.
5.
To mark yourself as unavailable, which stops ACD workgroup calls from being sent to you,
uncheck
Note:
If your ACD workgroup uses the simultaneous ring method, you cannot make yourself
available while a call is ringing and answer it. Because you were not available when the call
started ringing, your phone will not be rung for that call.
D-2
This section covers instructions for working in an ACD workgroup only. For
Log on to ViewPoint using your own name and password.
Choose
Tools > Options
Click the Personal tab.
Check
Accept ACD Workgroup calls
Click .
OK
Accept ACD Workgroup calls
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