Toshiba Telephone CIX SG CCACD VB User Manual

ACD Agent/Supervisor

Telephone User Guide

May, 2006

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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

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Toshiba America Information Systems, Inc.

Telecommunication Systems Division

9740 Irvine Boulevard

5932

Irvine, California 92618-1697

United States of America

DSD 020905

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Toshiba America Information Systems, Inc.

Digital Solutions Division

Limited Warranty

Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment (except for fuses, lamps, and other

consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects

in material and workmanship for twenty-four (24) months after delivery. This warranty is void (a) if the equipment is used under

other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or

alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident,

(d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is

defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS

and which are not compatible or are of inferior quality, design, or performance.

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). If TAIS or one of its authorized dealers does not replace or repair such

parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to

be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than

thirty (30) days after such malfunction, whichever first occurs.

Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect,

consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be

entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.

To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of

TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction,

whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time

results in the customer being not entitled to warranty service.

THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR

TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES,

EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR

PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.

No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or

extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems

Division.

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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

Queue Alarms ....................................................................................................................15

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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

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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.

For instructions on using the non-ACD specific features of your telephone, refer to the

appropriate Quick Reference Guide or User Guide. See “Related Documents/Media”

on page v.

This user guide is divided as follows:

•

Chapter 1 – The Grand Tour describes available ACD Agent and Supervisor

features and ACD buttons.

Chapter 2 – Status Features provides a description and step-by-step operational

procedure for features associated with changing or monitoring the status of users.

Chapter 3 – Call Features provides a description and step-by-step operational

procedure for handling calls using the ACD features.

Strata CIX ACD Agent/Supervisor Telephone 05/06

iii

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Introduction

Conventions

Description

Elaborates specific items or references other information. Within some

tables, general notes apply to the entire table and numbered notes apply to

specific items.

Note

Important!

Calls attention to important instructions or information.

Press to answer a call to the Extension Number. Each station can have

multiple extension buttons. Incoming calls ring the extension button(s)

from the top down. For example, station 10's extensions ring 10-1 first,

then 10-2, 10-3, and 10-4. A station is considered busy when all

extensions are being used.

Extension

Number

Note

The naming convention for DKT assignments within Toshiba is

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.

Arial Bold

Represents telephone buttons.

shows a multiple PC keyboard or telephone button entry. Entries without

spaces between them show a simultaneous entry.

Example: Delete+Enter.

Entries with spaces between them show a sequential entry.

Example: # + 5.

Tilde (~)

Means “through.” Example: 350~640 Hz frequency range.

Grey words within the printed text denote cross-references. In the

electronic version of this document (Library CD-ROM or FYI Internet

download), cross-references appear in blue hypertext.

See Figure 10

Denotes the step in a one-step procedure.

Denotes a procedure.

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Introduction

Related Documents/Media

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The Grand Tour

Automatic Call Distribution (ACD) for Toshiba Strata systems provides a quick,

efficient means of handling a large volume of incoming calls that are automatically

connected to ACD Agent Groups.

Calls are served in order of arrival based upon assigned priorities and are

automatically distributed among available Agents. The ACD features also provide

announcements to incoming callers when no Agent positions are available to

immediately handle the call.

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. If the Strata 2000-series LCD digital telephone is used, the display will go

blank for one to several seconds during ACD information updates.

LCD telephones can be very helpful for displaying queue status and assisting in

several features involving data entry from the telephone, such as logging into multiple

groups. Toshiba telephones have feature buttons that access the ACD features.

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The Grand Tour

ACD Group Supervisor

ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with

an LCD. The LCD provides important information about the ACD Group or an

individual Agent's activities.

The ACD Group Supervisor’s log in enables access to features that are exclusive to

Supervisors.

• Start/End Shift is used to start an ACD shift. It toggles to End Shift when

pressed again. End Shift prevents calls from entering the ACD queue.

•

Another ACD button is Monitor Call, which enables Supervisors to monitor

Agent’s conversations on ACD calls. Supervisors can also participate in the call by

pressing Join.

•

Both Agents and Supervisors can display the queue status, but Supervisors can

display the call status of individual Agents.

Agents can call the ACD Group Supervisor for help with an ACD call. The

Supervisor can talk to the agent with the ACD call on hold, or talk exclusively to

the caller while the Agent drops out, or participate in a three-way conversation

with the Agent and the ACD caller.

•

Supervisors can opt to log in as an Agent in order to alleviate heavy call loads.

ACD Telephone

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.

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The Grand Tour

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DKT3200-series LCD Telephone with ACD Buttons

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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

Button

Flexible Button Definitions

Definition

The extension that is used to log into an ACD Group becomes the

telephone's ACD Call button. This button enables an Agent or

Supervisor to receive ACD calls, make/receive PBX calls, and Log In/Out

of the ACD Group. This button can be used to make/receive non-ACD

calls when logged out.

ACD Call

ACD Help

Places an ACD call on hold and automatically rings the Supervisor.

Enables an Agent to Pick Up ACD calls ringing at any Agent’s telephone

in the same group. The call remains registered as an ACD call after being

picked up.

ACD PU

(Pick up)

Avail: Enables the telephone to accept ACD calls.

Avail/

Unavail

Unavail: Stops ACD calls from temporarily ringing the telephone. Calls will

stack up in queue if all Agents are Unavailable. Calls will go to

Re-route Destination only if all Agents Log Out.

Sets Wrap Up time to end in one second. After one second, the telephone

becomes available to take ACD calls.

End Wrap Up

(Supervisor only) Used to start or end an ACD shift. Pressing this button

shows options on the LCD: 1 Disable, 2 Enable, 3 Scheduled. “End shift”

stops calls from entering the ACD queue and directs all new incoming

ACD calls to a pre-assigned destination.

Start/End

Shift

Agents or Supervisors use this to log in and out of the ACD Group. It is

used with the ACD Call button.

Monitor Call

Join

(Supervisor only) Monitors (listens to) an ACD call.

(Supervisor only) This enables the Supervisor to participate in the

Agent’s call, making it a three-way conference.

Work Unit

Assigns a tracking code to an ACD call.

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The Grand Tour

ACD Telephone

Table 1

Button

Flexible Button Definitions (continued)

Definition

Turns Display Status on or off. This shows how many Agents are in the

group and logged in, and the number call waiting in the queue and

longest time a call has been waiting in queue. Additionally, Supervisors

can view the call status of individual Agents or other ACD groups.

Display

Status

Extension Number Buttons

The extension number buttons consist of: extension numbers, secondary extension

numbers, and phantom extension numbers. They make or answer calls and are known

as your extension or intercom number. You can have multiple extension number

buttons on your telephone (Figure 1 on page 3); however, an agent should not use any

extension number that is shared by another phone, including an agent’s Primary

Extension Number.

In addition, an agent’s phone should not have a Group CO line or Pool Line key and

any extension number should not be a member of either a Multiple Calling or Hunt

Group.

Table 2

Extension Button Definitions

Button

Definition

This is your specific extension or intercom number used to make or

receive calls. Your telephone can have multiple primary extension

number buttons with your number. You can set Call Forward and

Voice Mail ID code for your Primary extension number

Primary Extension

Number

Secondary

Extension Number

This is the Primary extension number of another telephone which

appears on your telephone. Agents should use this on their phone.

Up to eight Phantom extension numbers can be dedicated to a

station. ACD calls must have a Phantom extension with a single

appearance, owned by the Agent’s telephone.

PhantomExtension

Number

You can only set Call Forward and Voice Mail ID code for Phantom

extension numbers that are owned by your telephone.

You can have a separate Msg button and mailbox for up to four

phantom extension numbers on your telephone.

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The Grand Tour

Agent Telephone Status

You can make and receive different types of calls depending upon the status of your

ACD Agent telephone.

•

and accepted by the ACD system.

Log Out - You are logged out of the ACD Group. You can still receive and make

non-ACD calls.

Available - If you are logged in as an ACD Agent, you can receive ACD or PBX

calls and non-ACD calls to other [DNs].

Unavailable - You are unavailable to take ACD calls when you activate this

feature. Your telephone can still receive and make non-ACD or PBX calls when it

is in the unavailable mode. You will not receive ACD calls in unavailable mode.

•

Wrap Up - After you disconnect from an ACD call, your telephone will not ring

for a pre-determined amount of time so that you can perform work related to the

last call. You can receive non-ACD or PBX calls if your telephone has been

programmed to receive these calls during the Wrap Up period.

•

Non-ACD Call - When you are on an ACD or PBX call, or have one on hold, you

can receive non-ACD calls on other [DNs] or CO lines.

Note While an agent is logged into ACD, the agent should not use Program,

Administrator, or Command modes. If the agent uses one of these modes, the

needs to log out and login again. If a call is delivered while the agent is in these

modes, the agent automatically logs out.

If the system goes down while the agent is logged in using IPT, ACD lamps

may remain off after the system restarts. When this happens, the agent needs to

log out and log in again.

Tones

•

Entry Tone – A series of short beeps. Notifies you that the entry was successful.

•

Reject Tone – A high-pitched tone followed by a low-pitched tone. (The tone

sound is up/down, up/down). Notifies you that the entry was invalid.

Alarm Tone – A loud high-pitched tone followed by a low-pitched tone that plays

from the telephone speaker base.

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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. The following procedures indicate when

tones are played. LCD telephones will not play tones.

Logging In/Out

You become enabled for handling calls associated with ACD Group(s) by logging in.

By entering a valid Agent ID, password, and ACD group number, your telephone

becomes available for receiving ACD calls, and the ACD feature codes are activated.

The extension that is used to log into an ACD Group becomes the telephone's ACD

Call button.

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Status Features

Logging In/Out

When you log out, the ACD features are deactivated on your telephone, but the

regular features still continue to work. For example, you can use the ACD Call 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.

The Log In/Out LED turns off and your telephone is logged out of the ACD Group.

After all Agents have Logged Out, new ACD calls are redirected to the re-route

destination. Calls currently in queue will go to the overflow destination.

For example, if it is time for your ACD shift to end, but calls are continuing to arrive

into the ACD queue, the Supervisor can invoke the End Shift procedure to re-route

new calls.

³ To Log In

1. Press ACD Call + Log In/Out. The Log In/Out LED

Enter Agent ID:

XXXXXXXX

flashes red and Entry Tone (four fast beeps) plays.

2. Enter your Agent or Supervisor ID code + #.

Important! The Supervisor log in ID code should be kept confidential to prevent

unauthorized use of Supervisor features.

3. Enter your password + #.

Enter Password:

XXXXXXXX

...or press # if no password is assigned.

Non-LCD: Entry tone plays for successful login;

Reject tone plays if unsuccessful.

4. Enter the ACD group number + #. To enter additional

Enter Group ID:

groups, wait a few seconds (prompt shown on the right

reappears), enter another group number + #. Repeat

until you have completed group entries.

Non-LCD: Entry tone plays after each group number

Logged in To:

is successfully entered.

...or press to enter all assigned groups.

Logged in To:

All Groups

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Status Features

Logging In/Out

Important! Do not enter the same group number twice

during log in. The first entry logs in, if you

enter it a second time, you will log out and

the display shown right appears.

Logged Out Of

5. (Supervisor Only) If you want to take calls as an Agent

while logged in, press 1 if you don’t want to take calls

as an Agent

...or press 2 if you want to take calls as an Agent.

1 Do Not Answer

2 Answer Calls

Non-LCD: Entry tone plays if successful;

Reject tone plays if unsuccessful.

The LCD shows the logged in group(s), shown right.

This display remains for five seconds or until you hang

up. The Log In/Out LED turns steady red.

Logged In To:

Repeat this process for each group that you are logged

into.

If you pressed in the previous step, when pressing

1 or 2 in this step applies to all groups that you are

logging into.

Non-LCD: If log in is not successful, Reject Tone plays.

If unsuccessful, an error message displays (shown

right) for five seconds or until you hang up. Error

message may say “Invalid Passcode” instead.

Invalid ID

³ To Log Out of all groups

1. While idle, press Log In/Out. The LCD prompts you

Log Out ALL?

OK Cancel

(shown right).

2. Press the OK Soft Key to log out of all groups or press

the Cancel Soft Key to cancel the log out. If you

pressed the OK Soft Key to Log Out, the LED turns off, indicating you logged out

of all groups.

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Status Features

Unavailable and Available

³ To Log Out of one or more groups

1. Press ACD Call + Log In/Out. Dial Tone is heard until the Log In is pressed.

2. Enter your Agent ID code + #.

3. Enter your passcode + #.

4. Enter the queue number to log out of + #.

Non-LCD: Entry Tone plays if successful; Reject Tone plays if the ID is incorrect.

If you have successfully logged out of a group, the text

(shown right) displays for five seconds or until you

hang up.

Logged Out Of:

If you want to log out of additional groups, continue to Step 5.

5. After a few seconds, “Enter Group ID” displays. Then enter the next group number

to log out. If you don’t enter anything after five seconds, it will exit from log out

processing.

Unavailable and Available

This feature enables temporary unavailability for ACD calls without logging out. You

can use this feature for breaks, such as lunch and coffee breaks, and extended times

away from your telephone.

³ Press Unavail.

The Unavail LED lights steady red. The Unavail LED turns off when your

telephone becomes Available. To enter the Unavailable mode, you must be logged

into at least one ACD Group.

Note Calls will stack up in queue if all Agents are Unavailable. An alarm is likely to

be triggered when too many calls are in queue. Calls will go to re-route

destination only if all Agents Log Out.

³ To become Available

³ Press Unavail. The Unavail LED turns off.

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Status Features

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. ACD calls are routed to you

again when the Wrap Up time limit expires or you end it.

When you have completed your paperwork, you can end the Wrap Up time period by

pressing End Wrap Up work. You can make/receive PBX calls during the Wrap Up

time period.

³ To end Wrap Up Time

When a call has completed, your phone automatically

ACD Wrap Up

mm:ss

enters the Wrap Up state. The LCD shows this and the

remaining time until your phone will become available for

the next call.

³ Press End Wrap Up. Wrap Up time will end in one second and your LCD returns

to idle. You are now available to accept incoming ACD calls.

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Status Features

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. When a call is active, this display is removed to enable the Strata to present

information about that call. When the call is ended, Queue Status is restored.

³ To Display Status for a Group or a Queue

1. Press Display Status. The ACD group name appears

QUEUE < Group Name>

A 1/4 CW 2

on the top line. Example shown right (bottom line), one

04:00

out of four Agents has logged in, there are two calls

waiting, and the longest time a call has been waiting is

four minutes.

2. Press Page to return to Queue Status.

³ To Display Status for an Agent

1. (Supervisor only) Press Display Status.

2. Press Page to view the Agent Status for that group.

Press Scroll to view the next Agent. Agent status is

shown on the bottom line. Status modes are:

QUEUE < Group Name>

IDLE: <Agent’s Name>

IDLE

LOG OUT

UNAVAIL

NON ACD (call)

ACD (call)

WRAP-UP

3. Press Page to return to Queue Status.

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Status Features

Status Display

³ To turn Auto Scroll On or Off

³ Press Feature to toggle Auto Scroll On and Off. When

Auto Scroll On

it is Off, you can manually scroll through the groups.

³ To Use Auto Scroll Off Options

When Auto Scroll is Off, you can manually scroll through

the groups.

Auto Scroll Off

³ Press Scroll to view the next group. Each time you

press Scroll, the next group displays.

³ Press Mode to change the direction of the scrolling

(forward/backward).

³ To set the Auto Scroll Interval

1. Press Feature to toggle Auto Scroll On.

Auto Scroll On

2. When you turn Auto Scroll On, press Scroll to view

Scroll Interval: 08

A 1/4 CW2

the scroll interval.

3. Press Scroll to increment the seconds for scrolling

higher or press Mode to increment the scroll time

lower.

³ To Use Auto Scroll On Options

Feature toggles Auto Scroll On and Off. When it is Off, you can manually scroll

through the groups.

³ Press Scroll to view the next group.

³ Press Mode to change the direction of the scrolling (forward/backward).

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Status Features

Shift Mode

Supervisor Only Feature

An ACD Group Supervisor can press Start/End Shift 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. For example, if the shift was “Disabled” at the time of shut down, it will be

“Disabled” when the ACD application starts again, unless a Supervisor “Enables” the

shift.

³ To change ACD shift mode

1. While idle, press ACD Call + Start/End Shift + yyy. (yyy = ACD Group

number)

2. Choose the mode to operate by dialing the

Status: Enabled

appropriate code:

2 Disabled 3 Schedule

1 - Enabled

2 - Disabled

3 - Scheduled (follows pre-defined schedule)

The current status displays on the top row of the LCD. The available options

display on the bottom row. When the status changes, this is shown on the LCD and

the available options also change.

If Disabled is chosen then the Start/End Shift LED blinks, then turns off. If calls

are in queue when the shift is disabled, they will be routed to the re-route

destination assigned in the Strata ACD Administration program. The LED turns off

when all calls are cleared.

3. When prompted, you can enter another queue number and repeat Step 2 or hang up.

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Status Features

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.

³ To view Alarms

Alarms for the Queues will automatically appear and provide an audible ringing sound

on the phone. Emergency Call type ringing occurs when the phone is idle.

³ When the Emergency Call ringing sounds (repeating

Calls Waiting

CLR

high/low ringing), press the CLR (Clear) Soft Key to

turn the alarm off. The Alarm stops and the LED turns

off. Repeat for additional alarms.

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Status Features

Queue Alarms

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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. The following

features are affected when your station is logged in as Agent:

•

Call Forwarding – All types of Call Forwarding from extension numbers and

phantom extension numbers are allowed. ACD calls do not forward, but PBX and

non-ACD calls do forward in the normal manner.

•

Station Do Not Disturb (DND) – The Station DND feature does not operate when

your station receives an ACD call. DND only applies to non-ACD or PBX calls

directed to your extension.

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Call Features

Answering Calls

³ To answer an ACD call

1. Call rings on Agent's ACD Call button and the LCD

Call To:

displays text (shown right).

2. After a specified number of seconds, Caller ID

appears (example shown right).

CALLING NUMBR: XXXXXXXXXX

Note See your System Administrator for the

number of seconds configured for your system. Default = 10 seconds.

3. Press ACD Call to answer the call.

...or go off hook. The ACD Call LED flashes at the

in-use rate (three quick flashes, solid green – repeat).

4. Hang up when you have completed the call. Your

ACD Wrap Up

00:00

telephone enters Wrap Up Mode, providing you with

time to perform paperwork associated with the call.

Hold

³ To place calls on Hold

³ Press Hold. The ACD Call LED flashes at a fast rate

Hold <Line 5>

Jul 27 Tue 02:26

and your LCD shows the message on the right.

³ To retrieve calls from Hold

³ Press ACD Call. The ACD Call LED flashes

CALLING NUMBR: XXXXXXXXXX

at a fast rate and your LCD shows the message

on the right.

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Call Features

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.

The incoming call must be an ACD call for that group.

Your ACD Call button must be idle.

You must be in an available state.

You cannot pick up some types of calls, such as non-ACD calls (internal office calls)

or PBX calls.

³ To Pick up an ACD call ringing at another station

1. Press ACD PU. When the call is diverted to you, your

Call to: <Group name>

LCD shows the text for the connected call (shown

right).

2. The call rings your telephone, press ACD Call to

answer.

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Call Features

ACD Help

You can call your ACD Group Supervisor for assistance during an ACD call by

pressing the ACD Help button. This button enables you to:

•

Talk to your Supervisor or Agent while the ACD call is on hold.

Establish a three-way conversation with your Supervisor or Agent and the ACD

caller.

•

Drop out of the three-way ACD call while your Supervisor and the ACD caller

remain connected.

³ To call your Supervisor for Help

1. Press ACD Help.

The call is automatically placed on consultation-hold and called telephone rings.

When your Supervisor answers the Help call, you can talk to the Supervisor and

the ACD Call remains on consultation-hold.

Non-LCD: Reject tone plays if no Supervisor is available to help.

Note If your Supervisor is not logged in, this feature is not

Supervisor

Not Ready

available. If your Supervisor's telephone is busy in

monitor mode, ACD Help not ring your Supervisor's

telephone. See LCD (shown right).

2. Optional steps:

•

Add the caller to the call (conference) by pressing Cnf/Trn or you can put the

caller on Hold.

•

Transfer the call to your Supervisor, hang up.

Return back to the original caller and release your Supervisor by pressing

ACD Call.

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Call Features

Agent Assistance (Help) Call

Supervisor Only Feature

An Agent in your ACD Group can call you for assistance by pressing the ACD Help

button on their station.

ACD Help rings the Supervisor telephone if the Supervisor’s ACD Call button is

available. The ACD Help feature enables you to:

•

Talk to an Agent with the ACD call on hold

Talk to an ACD caller with the Agent dropping out of the call by hanging up

Participate in a three-way conversation with the Agent and the ACD caller

For this feature to work, your telephone must be logged in with the Supervisor ID

code of the same Group as the Agent requesting help.

³ To answer an Agent’s call for Help

1. When you hear a long, single ring and you see the Help

HR: <agent name>

ACCEPT DENY

Request HR: on your LCD (shown right), press the

ACCEPT Soft Key to accept the call for help or press

DENY to reject it.

2. When a call rings your ACD Call button, press it. The ACD Call LED flashes at

the I-Use rate.

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Call Features

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.

Multiple numbers can be entered for a call. The account code counts will reflect the

total of all entries, but some reports will only show the most recent code entered.

Work Units can be registered on any call appearing on the ACD Call button. Work

Units may be entered anytime during the call.

³ To Enter a Work Unit Code

1. While talking on a call on ACD Call, press Work

Enter Work Units

XXXXXXXX

Unit. The Work Unit LED flashes. The conversation is

not interrupted.

2. Enter the Work Unit digits.

3. Press #. The display on the right shows for three

Work Units Set:

To: <Work Units>

seconds after entering a valid code. Work Unit LED

turns off.

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Call Features

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. This

provides a three-way conference with the Agent and the caller.

Important! This feature is only intended for ACD Supervisors, so the Supervisor

of this and other Supervisor features.

³ To Monitor a call

³ Press ACD Call + Monitor Call + yyyy + #. Where

Enter Agent ID:

yyyy is the Agent ID.

Whenever the monitored Agent is on an ACD Call, the

Monitoring Agent:

LED is set to the red I-Use rate and your LCD shows

“Monitoring.” The call may be heard over the speaker.

Notes

•

If the Agent is not on an ACD call, the one-way, listen-only path still exists.

This feature is limited by the availability of conference channels. If there are no

conference channels available, a reorder tone is heard.

You will continue monitoring the Agent's ACD calls until monitoring is cancelled

or the Agent logs out.

³ To cancel Monitoring

³ Press Monitor Call.

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Call Features

Call Monitoring/Join Call

³ To Join a call

1. Press ACD Call + Join.

EXT + Line 1

EXIT

If you are monitoring a call when you press the Join,

both the Join and Monitor LEDs flash slow green.

2. Press Join again and your telephone will return to monitoring (listen only).

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Index

about this book

buttons

conventions, iv