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Toshiba Strata CIX-SG-CCACD-VB User Manual

Acd agent/supervisor telephone
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ACD Agent/Supervisor
Telephone User Guide
May, 2006

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Summary of Contents for Toshiba Strata CIX-SG-CCACD-VB

  • Page 1 ACD Agent/Supervisor Telephone User Guide May, 2006...
  • Page 2 Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment Strata is a registered trademark of Toshiba Corporation. design or components as engineering or manufacturing Stratagy is a registered trademark of Toshiba America methods may warrant.
  • Page 3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (“TAIS”) Telecommunication Systems Division License Agreement IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY SOFTWARE OR ANY RELATED INFORMATION (COLLECTIVELY, “SOFTWARE”) INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEMS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA, WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS, UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER.

  • Page 4: Limited Warranty

    The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the malfunction with new or refurbished parts (at their option).

  • Page 5: Table Of Contents

    Contents Introduction Conventions ........................iv Related Documents/Media....................v CD-ROMs.........................v Chapter 1 — The Grand Tour ACD Agent ..........................1 ACD Group Supervisor......................2 ACD Telephone ........................2 Flexible Buttons........................4 Extension Number Buttons....................5 Agent Telephone Status .......................6 Tones............................6 Chapter 2 — Status Features Logging In/Out........................7 Unavailable and Available ....................10 End Wrap Up Time ......................11 Status Display ........................12 Shift Mode .........................14...
  • Page 6 Contents Chapter 3 – Call Features Chapter 3 — Call Features Feature Interaction ......................17 Answering Calls.........................18 Hold............................18 ACD Call Pickup .......................19 ACD Help ..........................20 Agent Assistance (Help) Call.....................21 Work Units.........................22 Call Monitoring/Join Call ....................23 Index ............................25 Strata CIX ACD Agent/Supervisor Telephone 05/06...
  • Page 7 Introduction This guide provides instructions for an Agent or Supervisor using a Strata 3000-series telephone with Toshiba’s Strata Automatic Call Distribution (ACD) application. It provides step-by-step instructions on how to use the ACD features and buttons on the Agent and Supervisor stations.

  • Page 8: Introduction Conventions

    10-2, 10-3, and 10-4. A station is considered busy when all Extension extensions are being used. Number The naming convention for DKT assignments within Toshiba is Note Directory Numbers. For clarity and ease of understanding, the terms Extension Number and Phantom Extension Number will be used in this document in lieu of PDN and PhDN.

  • Page 9: Related Documents/Media

    Assistant • OAISYS includes software and documentation for OAISYS Chat, Call Router, and Net Phone For authorized users, Internet site FYI (http://fyi.tsd.toshiba.com) contains all current Strata CIX documentation and enables you to view, print and download current publications. Strata CIX ACD Agent/Supervisor Telephone...
  • Page 10 Introduction Related Documents/Media Strata CIX ACD Agent/Supervisor Telephone 05/06...

  • Page 11: Chapter 1 - The Grand Tour

    ACD Agent An ACD Agent can use a Toshiba Strata 3000- or 2000-series digital telephone. Toshiba recommends using a Strata 3000-series Liquid Crystal Display (LCD) telephone for all Agents requiring display functions. The Strata 3000-series LCD digital telephone has improved data handling capabilities for instantaneous display updates.

  • Page 12: Acd Group Supervisor

    The Strata 3000-series digital telephone with an LCD and typical ACD feature buttons is shown on the next page. The button names are recommended by Toshiba. If your button names are different, see the System Administrator or your ACD Supervisor for the definitions.
  • Page 13 The Grand Tour ACD Telephone Spkr Cnf/Trn Hold Figure 1 DKT3200-series LCD Telephone with ACD Buttons Strata CIX ACD Agent/Supervisor Telephone 05/06...

  • Page 14: Flexible Buttons

    The Grand Tour ACD Telephone Flexible Buttons All flexible buttons must be programmed for your telephone in system programming and vary for individual telephones. If a button does not appear on telephone keystrip, see your System Administrator. Table 1 explains the function of each ACD button. Table 1 Flexible Button Definitions Button...

  • Page 15: Extension Number Buttons

    The Grand Tour ACD Telephone Table 1 Flexible Button Definitions (continued) Button Definition Turns Display Status on or off. This shows how many Agents are in the Display group and logged in, and the number call waiting in the queue and Status longest time a call has been waiting in queue.

  • Page 16: Agent Telephone Status

    The Grand Tour Agent Telephone Status Agent Telephone Status You can make and receive different types of calls depending upon the status of your ACD Agent telephone. • Log In - You are logged into an ACD Group once an entry code has been entered and accepted by the ACD system.

  • Page 17: Chapter 2 - Status Features

    Status Features This chapter lists all the ACD features applicable to an Agent's or Supervisor's station for changing status. • Logging In/Out • Unavailable/Available • End Wrap Up Time • Status Display • Shift Mode (Supervisor) • Queue Alarms Note If your telephone does not have an LCD, you will hear tones to notify you when an entry has been accepted or rejected.
  • Page 18 Status Features Logging In/Out When you log out, the ACD features are deactivated on your telephone, but the ACD Call regular features still continue to work. For example, you can use the button to make and receive non-ACD calls. These kinds of calls are not registered as PBX calls for Management Information System (MIS) reporting purposes.
  • Page 19 Status Features Logging In/Out Important! Do not enter the same group number twice Logged Out Of during log in. The first entry logs in, if you <group name> enter it a second time, you will log out and the display shown right appears. 5.

  • Page 20: Unavailable And Available

    Status Features Unavailable and Available To Log Out of one or more groups ACD Call Log In/Out 1. Press . Dial Tone is heard until the Log In is pressed. 2. Enter your Agent ID code + 3. Enter your passcode + 4.

  • Page 21: End Wrap Up Time

    Status Features End Wrap Up Time End Wrap Up Time When you have completed an ACD call, your telephone may enter the Wrap Up mode automatically if that option is selected for your ACD group. Wrap Up mode is a pre- defined mode with a time limit that enables you to process paperwork or complete items related to your last ACD call without interruption.

  • Page 22: Status Display

    Status Features Status Display Status Display ACD Agents and Supervisors can press a button to display the queue status. The Supervisor's phone is also able to view the Agent Status (Available, Unavailable, etc.) for each Agent logged into your ACD Group. A button is available for the phone to allow for stopping or re-starting the Status Display.
  • Page 23 Status Features Status Display To turn Auto Scroll On or Off Feature Press to toggle Auto Scroll On and Off. When Auto Scroll On it is Off, you can manually scroll through the groups. To Use Auto Scroll Off Options When Auto Scroll is Off, you can manually scroll through Auto Scroll Off the groups.

  • Page 24: Shift Mode

    Status Features Shift Mode Shift Mode Supervisor Only Feature Start/End Shift An ACD Group Supervisor can press to manually start or end a shift, or to enable a pre-defined shift schedule. Only someone who has logged in as a Supervisor can activate or cancel this feature. The ACD application will start up in the same mode that it was in at the last shut down.

  • Page 25: Queue Alarms

    Status Features Queue Alarms Queue Alarms During queue operation, a number of conditions can send an alarm indication to Agent’s and Supervisor’s telephones. These warnings are to alert the Supervisor or Agent that some action may be necessary to correct for the condition. To view Alarms Alarms for the Queues will automatically appear and provide an audible ringing sound on the phone.
  • Page 26 Status Features Queue Alarms Strata CIX ACD Agent/Supervisor Telephone 05/06...

  • Page 27: Feature Interaction

    Call Features This chapter describes ACD call features for Agents and Supervisors, including: • Answering Calls • Hold • ACD Call Pickup • ACD Help • Work Unit • Agent Assistance Call (Supervisor) • Call Monitor/Join Call (Supervisor) Feature Interaction Strata provides the ACD features from system-resident software.

  • Page 28: Answering Calls

    Call Features Answering Calls Answering Calls To answer an ACD call ACD Call 1. Call rings on Agent's button and the LCD Call To: displays text (shown right). <Group name> 2. After a specified number of seconds, Caller ID CALLING NUMBR: XXXXXXXXXX appears (example shown right).

  • Page 29: Acd Call Pickup

    Call Features ACD Call Pickup ACD Call Pickup You can pick up an ACD call ringing at another Agent's telephone by using your station's ACD Call Pickup button. To use this feature: • Both stations must be in the same ACD Group. •...

  • Page 30: Acd Help

    Call Features ACD Help ACD Help You can call your ACD Group Supervisor for assistance during an ACD call by ACD Help pressing the button. This button enables you to: • Talk to your Supervisor or Agent while the ACD call is on hold. •...

  • Page 31: Agent Assistance (Help) Call

    Call Features Agent Assistance (Help) Call Agent Assistance (Help) Call Supervisor Only Feature ACD Help An Agent in your ACD Group can call you for assistance by pressing the button on their station. ACD Help ACD Call rings the Supervisor telephone if the Supervisor’s button is available.

  • Page 32: Work Units

    Call Features Work Units Work Units The Work Unit feature enables tracking of ACD calls by assigning Work Unit codes. The tracking is useful, because of the information that can be collected, for example; response to sales campaigns, calls from a particular area, etc. The codes are recorded by MIS for reporting purposes.

  • Page 33: Call Monitoring/Join Call

    Call Features Call Monitoring/Join Call Call Monitoring/Join Call Supervisor Only Feature Call Monitoring or Join Call enables the Supervisor, to monitor conversations between an ACD Agent and caller. A one-way, listen-only path is established for the Supervisor only. The monitoring feature does not apply to non-ACD calls. The Supervisor may participate in the conversation using the Join Call function.
  • Page 34 Call Features Call Monitoring/Join Call To Join a call ACD Call Join 1. Press EXT + Line 1 Join If you are monitoring a call when you press the EXIT both the Join and Monitor LEDs flash slow green. Join 2.

  • Page 35: Index

    Index about this book buttons conventions, ACD Call, 4, 7, 8, related documents, ACD Help, 4, ACD help, call pickup, ACD PU, 4, group supervisor, Avail/Unavail, ACD Call button, 4, 7, 8, Display Status, 5, ACD Help, 20, End Wrap Up, 4, button, extension, ACD PU button, 4,...
  • Page 36 Index C ~ Q call Join button, 2, forwarding, join call, 23, monitoring, call pickup, CD-ROMs, log in/out, CLR (Clear) Soft Key, agent, conference, supervisor, Log In/Out button, 4, log out definitions group, buttons, groups, disabled (shift status), individual groups, display status, Display Status button, 5, do not disturb (DND),...
  • Page 37 Index R ~ W reject tone, scheduled (shift status), scroll options, secondary extension number, shift mode, Start/End Shift button, 2, 4, status, agent, agent telephone, display, queue, supervisor, feature, 14, 21, telephone, telephone, 1, tones, unavailable, 6, Unavail button, Work Unit button, 4, work units, wrap up, 6, Strata CIX ACD Agent/Supervisor Telephone...
  • Page 38 Index W ~ W Strata CIX ACD Agent/Supervisor Telephone 05/06...

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