Placing Acd Workgroup Calls; Taking A Break; Listening To The Acd Workgroup's Voicemail; Viewing The Acd Workgroup's Contacts And Call Log - Toshiba Strata CS User Manual

Placing ACD workgroup calls_______________________________

If you are an ACD workgroup agent and you place a call at your desk using the telephone or
ViewPoint, by default Strata CS marks the call as a call made by you. However, you may need
to place outgoing calls as part of your work as an ACD workgroup agent. Such calls in Strata
CS can be marked as calls from the ACD workgroup—not as calls from your extension—so that
reports on ACD workgroup activity accurately reflect agent performance.
To mark all subsequent outbound calls as ACD workgroup calls, use your telephone keypad to
press
*14<ACD workgroup user's extension>#
station are now logged as calls that are made by the ACD workgroup user. The calls appear in
the Call Monitors of all agents in the workgroup. The calls do not appear on the My Phone tab
in your Call Monitor. The calls are logged both in your personal Call Log and the ACD
workgroup user's Call Log, with the queue name in the
To switch back, and mark subsequent outbound calls as being from you, press
again. All subsequent calls from your station are now marked as being placed by you. These
calls appear only in your Call Monitor and only in your Call Log.

Taking a break ___________________________________________

To take a break during your work shift, uncheck
"Marking yourself ready and unavailable" on page D-2.
Note:
The Do Not Disturb personal status does not stop ACD workgroup calls from ringing your
phone.

Listening to the ACD workgroup's voicemail __________________

If you have shared the ACD workgroup user's Inbox with other agents, and given those agents
the required permission, they can play and respond to the ACD workgroup's voice messages.
To do so, they go to the ACD workgroup's Inbox under
Agents can play and respond to the ACD workgroup's voice messages exactly as they work with
their own voice messages.

Viewing the ACD workgroup's contacts and Call Log ___________

If the ACD workgroup's contacts and Call Log have been shared with you, you can view those
folders under
D-4
in the Folder List.
Shared Folders
at a dial tone. All calls that are made from your
column.
From
Accept ACD Workgroup calls
Shared Folders
at a dial tone
*14#
as described in
in the Folder List.