Message Recording - Iwatsu ENTERPROSE-CS Owner's Manual

Message Recording

The ECS ACD can be programmed to play messages to callers waiting in
queue. These messages are mailbox greetings for specific mailboxes stored in
the Omega-Voice VMI or Esnatech Officelinx voice mail system. In order to
update the messages the supervisor must know which mailbox greeting is
being used for their ACD queue.
To record or update an in queue message:
 Log into your Omega-Voice VMI or Esnatech Officelinx voice mail
system.
 Enter the mailbox number for the ACD group in queue message
 Enter the mailbox password
 Omega-Voice VMI choose User Options then Greeting Management
 Esnatech Officelinx choose Mailbox Options then Record Greetings
then Record Personal Greeting.
 Follow the voice mail prompts.
Station Coaching
Station coaching provides the ability to whisper page a digital key telephone
after invoking the monitor feature (hereafter called 'Whisper Monitor')
without the caller hearing. monitoring stations (i.e., ACD supervisors) can
whisper monitor other stations while on an outside call, an intercom call or an
ACD call. While whisper monitoring a station (pressing the [*] key), barge-in
is not allowed. However, barge-in is allowed while monitoring a station. This
feature is useful because an ACD agent can receive assistance by an ACD
supervisor while on a call, but without the caller hearing the ACD supervisor.
To Station Coach
 While monitoring an outside, ICM or ACD call
 Press .
 You can now speak without the caller hearing.
To Return to Monitoring
 While station coaching an outside, ICM or ACD call
 Press .
 You are now monitoring the conversation but can no longer speak with
the monitored station.
ECS ACD USER GUIDE - 246