Toshiba CIX-SG-CCACD-VB User Manual

ACD Agent/Supervisor

Telephone User Guide

May, 2006

Publication Information

Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant.

CIX-SG-CCACD-VB

Version B, May, 2006

All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of the publisher of this material.

Strata is a registered trademark of Toshiba Corp oration. Stratagy is a registered trademark of Toshiba America Information Systems, Inc.

Trademarks, registered trademarks, and service marks are the property of their respective owners.

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Telecommunication Systems Division License Agreement

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Toshiba America Information Systems, Inc. Telecommunication Systems Division 9740 Irvine Boulevard Irvine, California 92618-1697 United States of America

DSD 020905

5932

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 T AIS 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 op tion). 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) mo nth 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.

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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

Strata CIX ACD Agent/Supervisor Telephone 05/06 i

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

ii Strata CIX ACD Agent/Supervisor Telephone 05/06

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

Introduction

Conventions

Conventions Description

Elaborates specific items or references other information. Within some

Note

tables, general notes apply to the entire table and numbered notes apply to specific items.

Important!

Extension

Number

Arial Bold

Tilde (~)

See Figure 10

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.

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. 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.

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.

Denotes the step in a one-step procedure. Denotes a procedure.

iv Strata CIX ACD Agent/Supervisor Telephone 05/06

The Grand Tour 1

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.

Strata CIX ACD Agent/Supervisor Telephone 05/06 1

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

• 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.

Join.

Monitor Call, which enables Supervisors to monitor

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.

2 Strata CIX ACD Agent/Supervisor Telephone 05/06

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The Grand Tour

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Figure 1 DKT3200-series LCD Telephone with ACD Buttons

Strata CIX ACD Agent/Supervisor Telephone 05/06 3

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 Definition

ACD Call

The extension that is used to log into an ACD Group becomes the telephone's 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 button. This button enables an Agent or

ACD Help

ACD PU

(Pick up)

Avail/ Unavail

End Wrap Up

Start/End Shift

Monitor Call

Join

Work Unit

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.

Avail: Enables the telephone to accept ACD calls.

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.

(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.

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

(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.

Assigns a tracking code to an ACD call.

ACD Call button.

4 Strata CIX ACD Agent/Supervisor Telephone 05/06

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 Status

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.

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 ); ho wever, 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 Primary Extension Number

Secondary Extension Number

Phantom Extension Number

Strata CIX ACD Agent/Supervisor Telephone 05/06 5

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

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.

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

phantom extension numbers on your telephone.

Msg button and mailbox for up to four

The Grand Tour

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.

• 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 o n an ACD or PBX call, or have on e o n hold , yo u 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 Login lamp turns off when exiting the mode. When that happens, the agent 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.

6 Strata CIX ACD Agent/Supervisor Telephone 05/06

Status Features 2

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

Call

button.

Strata CIX ACD Agent/Supervisor Telephone 05/06 7

ACD

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 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

ACD Call button

1. Press

2. Enter your Agent or Supervisor ID code +

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

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

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

Enter Agent ID: XXXXXXXX

unauthorized use of Supervisor features.

3. Enter your password + ...or press

# if no password is assigned.

Enter Password: XXXXXXXX

Non-LCD: Entry tone plays for successful login; Reject tone plays if unsuccessful.

4. Enter the ACD group number + groups, wait a few seconds (prompt shown on the right reappears), enter another group number +

#. To enter additional

#. Repeat

Enter Group ID: <group name>

until you have completed group entries. Non-LCD: Entry tone plays after each group number

is successfully entered. ...or press

to enter all assigned groups.

Logged in To: <group name>

Logged in To: All Groups

8 Strata CIX ACD Agent/Supervisor Telephone 05/06

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.

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.

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.

Repeat this process for each group that you are logged into.

If you pressed

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

in the previous step, when pressing

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.

Logged Out Of <group name>

1 Do Not Answer 2 Answer Calls

Logged In To: <group name>

Invalid ID

³ To Log Out of all groups

1. While idle, press (shown right).

2. Press the the

OK Soft Key to log out of all groups or press

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

Log Out ALL? OK Cancel

of all groups.

Strata CIX ACD Agent/Supervisor Telephone 05/06 9

Status Features

Unavailable and Available

³ To Log Out of one or more groups

1. Press

2. Enter your Agent ID code +

3. Enter your passcode +

4. Enter the queue number to log out of +

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

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.

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

5. After a few second s, “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.

Logged Out Of: <group name>

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.

10 Strata CIX ACD Agent/Supervisor Telephone 05/06

End Wrap Up Time

When you have completed an ACD call, your telephone may enter the W rap Up mode automatically if that option is selected for your ACD group. Wrap Up mode is a predefined 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 time period.

³ To end Wrap Up Time

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

Status Features

End Wrap Up Time

When a call has completed, your phone automatically enters the Wrap Up state. The LCD shows this and the remaining time until your phone will become available for

ACD Wrap Up mm:ss

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.

Strata CIX ACD Agent/Supervisor Telephone 05/06 11

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

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

2. Press

Page to view the Agent Status for that group. Scroll to view the next Agent. Agent status is

Press

Display Status.

shown on the bottom line. Status modes are: IDLE

LOG OUT UNAVAIL NON ACD (call) ACD (call) WRAP-UP

3. Press

Page to return to Queue Status.

QUEUE < Group Name> A 1/4 CW 2 04:00

QUEUE < Group Name> IDLE: <Agent’s Name>

12 Strata CIX ACD Agent/Supervisor Telephone 05/06

³ To turn Auto Scroll On or Off

Status Features

Status Display

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

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.

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

³ Press Mode to change the direction of the scrolling

Scroll, the next group displays.

(forward/backward).

³ To set the Auto Scroll Interval

1. Press

Feature to toggle Auto Scroll On.

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

3. Press

Scroll to increment the seconds for scrolling

higher or press

Mode to increment the scroll time

lower.

Auto Scroll On

Auto Scroll Off

Auto Scroll On

Scroll Interval: 08 A 1/4 CW2

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).

Strata CIX ACD Agent/Supervisor Telephone 05/06 13

Status Features

Shift Mode

Supervisor Only Feature

An ACD Group Supervisor can press 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

Start/End Shift to manually start or end a

1. While idle, press

ACD Call + Start/End Shift + yyy. (yyy = ACD Group

number)

2. Choose the mode to operate by dialing the appropriate code:

1 - Enabled 2 - Disabled 3 - Scheduled (follows pre-defined schedule)

Status: Enabled 2 Disabled 3 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. Wh en prompted, you can enter ano ther queue number and repeat S tep 2 or hang up.

14 Strata CIX ACD Agent/Supervisor Telephone 05/06

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.

Status Features

Queue Alarms

³ When the Emergency Call ringing sounds (repeating

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.

Calls Waiting CLR

Strata CIX ACD Agent/Supervisor Telephone 05/06 15

Status Features

Queue Alarms

16 Strata CIX ACD Agent/Supervisor Telephone 05/06

Call Features 3

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.

Strata CIX ACD Agent/Supervisor Telephone 05/06 17

Call Features

Answering Calls

³ To answer an ACD call

1. Call rings on Agent's displays text (shown right).

2. After a specified number of seconds, Caller ID appears (example shown right).

Note See your System Administrator for the

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

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 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

and your LCD shows the message on the right.

³ To retrieve calls from Hold

ACD Call button and the LCD

CALLING NUMBR: XXXXXXXXXX

Call To: <Group name>

ACD Wrap Up 00:00

Hold <Line 5> Jul 27 Tue 02:26

³ Press ACD Call. The ACD Call LED flashes

at a fast rate and your LCD shows the message

CALLING NUMBR: XXXXXXXXXX

on the right.

18 Strata CIX ACD Agent/Supervisor Telephone 05/06

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

Call Features

ACD Call Pickup

1. Press

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

LCD shows the text for the connected call (shown right).

2. The call rings your telephone, press

ACD Call to

answer.

Call to: <Group name>

Strata CIX ACD Agent/Supervisor Telephone 05/06 19

Call Features

ACD Help

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

• 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

ACD Help button. This button enables you to:

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

available. If your Supervisor's telephone is busy in monitor mode, ACD Help not ring your Supervisor's

Supervisor Not Ready

telephone. See LCD (shown right).

2. O ptional 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.

20 Strata CIX ACD Agent/Supervisor Telephone 05/06

Agent Assistance (Help) Call

Supervisor Only Feature

Call Features

Agent Assistance (Help) Call

An Agent in your ACD Group can call you for assistance by pressing the 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. Wh en you hear a long, si ngle ring and you see the Help Request

ACCEPT Soft Key to accept the call for help or press DENY to reject it.

2. When a call rings your

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

ACD Call button, press it. The ACD Call LED flashes at

HR: <agent name> ACCEPT DENY

the I-Use rate.

ACD Help

Strata CIX ACD Agent/Supervisor Telephone 05/06 21

Call Features

Work Units

The Work Unit feature enables tracking of ACD c alls 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 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

Unit

. The Work Unit LED flashes. The conversation is

Work

not interrupted.

2. Enter the Work Unit digits.

3. Press

#. The display on the right shows for three

seconds after entering a valid code. Work Unit LED turns off.

ACD Call button. Work

Enter Work Units XXXXXXXX

Wor k Unit s Set: To: <Work Units>

22 Strata CIX ACD Agent/Supervisor Telephone 05/06

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

³ To Monitor a call

Call Features

Call Monitoring/Join Call

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

yyyy is the Agent ID.

Whenever the monitored Agent is on an ACD Call, the LED is set to the red I-Use rate and your LCD shows “Monitoring.” The call may be heard over the speaker.

Notes

Enter Agent ID:

Monitoring Agent: <Agent Name>

• 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.

Strata CIX ACD Agent/Supervisor Telephone 05/06 23

Call Features

Call Monitoring/Join Call

³ To Join a call

1. Press

ACD Call + Join.

If you are monitoring a call when you press the both the Join and Monitor LEDs flash slow green.

2. Press

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

Join,

EXT + Line 1 EXIT

24 Strata CIX ACD Agent/Supervisor Telephone 05/06

Index

about this book

conventions, iv related documents, v

ACD

call pickup, 19

group supervisor, 2 ACD Call button, 4, 7, 8, 18 ACD Help, 20, 21

button, 4 ACD PU button, 4, 19 agent

assistance, 21

available, 6

unavailable, 6

wrap up, 6 agent status, 6, 12 alarm

tone, 6

unavail, 10 alarm clearing, 15 answer calls, 9 answering calls, 18 auto scroll interval, 13 Avail/Unavail button, 4 available, 6, 10

buttons

ACD Call, 4, 7, 8, 18 ACD Help, 4, 21 ACD help, 20 ACD PU, 4, 19 Avail/Unavail, 4 Display Status, 5, 12 End Wrap Up, 4, 11 extension, iv extension numbers, 5 Feature, 13 Hold, 18 Join, 4, 24 Log In/Out, 4, 8 Mode, 13 Monitor Call, 4, 23 Msg, 5 Start/End Shift, 4, 14 supervisor

Join, 2 Monitor Call, 2

Start/End Shift, 2 Unavail, 10 Work Unit, 4, 22

Strata CIX ACD Agent/Supervisor Telephone 05/06 25

Index

C ~ Q

call

forwarding, 17

monitoring, 23 call pickup, 19 CD-ROMs, v CLR (Clear) Soft Key, 15 conference, 20

definitions

buttons, 4 disabled (shift status), 14 display status, 2 Display Status button, 5, 12 do not disturb (DND), 17

enabled (shift status), 14 End Wrap Up button, 4, 11 end wrap up time, 11 entry tone, 6 extension

number, iv

number buttons, 5

Feature button, 13 flexible buttons, 4

group

log out, 10

help, 2, 20, 21 hold, 18

Join button, 2, 4 join call, 23, 24

agent, 6

supervisor, 9 Log In/Out button, 4, 8 log out

group, 9

groups, 9

individual groups, 10

mailbox, 5 Mode button, 13 monitor, 23 Monitor Call button, 2, 4, 23 Msg button, 5

non-LCD call, 6

passcode, 8 PBX call, 6 phantom extension number, 5 pickup, 19 primary extension number, 5

queue

alarms, 15

number, 8

status, 2, 12

Strata CIX ACD Agent/Supervisor Telephone 05/06 26

Index

R ~ W

reject tone, 6

scheduled (shift status), 14 scroll options, 13 secondary extension number, 5 shift mode, 14 Start/End Shift button, 2, 4, 14 status, 2

agent, 12 agent telephone, 6 display, 12 queue, 12

supervisor, 2

feature, 14, 21, 23 telephone, 2

telephone, 1, 2 tones, 6

unavailable, 6, 10 Unavail button, 10

Work Unit button, 4, 22 work units, 22 wrap up, 6, 11

27 Strata CIX ACD Agent/Supervisor Telephone 05/06

Index

W ~ W

28 Strata CIX ACD Agent/Supervisor Telephone 05/06

Toshiba CIX-SG-CCACD-VB User Manual

Specifications and Main Features

Frequently Asked Questions

User Manual

Contents

Introduction

Conventions

Related Documents/Media

CD-ROMs

The Grand Tour 1

ACD Agent

ACD Group Supervisor

ACD Telephone

Flexible Buttons

Extension Number Buttons

Agent Telephone Status

Tones

Status Features 2

Logging In/Out

Unavailable and Available

End Wrap Up Time

Status Display

Shift Mode

Queue Alarms

Call Features 3

Feature Interaction

Answering Calls

Hold

ACD Call Pickup

ACD Help

Agent Assistance (Help) Call

Work Units

Call Monitoring/Join Call

Index