Work Unit - Toshiba Strata DK Acd Agent Manual

Features

Work Unit

Work Unit
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 coded information is recorded by Management Information Systems (MIS) or
Software Management Information Systems (SMIS) (if the system is equipped with
MIS or SMIS) and sent to the system Station Message Detail Report (SMDR) for
printing.
Work Unit codes must be entered correctly for proper registration. If you only enter
one digit, and the code is two digits, the call is not registered until you have recorded
the second digit. You are not allowed to re-enter a code to correct an inaccurate entry
until the correct number of digits has been entered even if they are incorrect.
Multiple Work Units can be entered for the same call, but only the last code entered is
the one registered in the system SMDR report. Only the current code is shown on the
SMIS and MIS displays, but all of the entered codes are listed on the SMIS and MIS
reports.
Work Units are not registered on PBX or non-ACD calls.
To enter a Work Unit code
1. Press
...or
!"#$.
...or, if you have a
standard telephone,
hookflash and press
!"#$.
2. Enter the Work Unit
digits.
20
+(  

and
.
You are prompted to enter
the Work Unit code.
Conversation is not
interruped and the Work
Unit LED does not turn
on.
This feature works only
during an ACD call.
The digits are displayed on the LCD as entered, and
the LCD returns to a normal display after the last digit
is entered.
QUE#000 AGT GP01
ENTER STRK DIAL
Strata DK ACD Agent 2/99