ACD Agent/Supervisor Telephone User Guide May, 2006
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Contents Introduction Conventions ........................................................................................................................iv Related Documents/Media...................................................................................................v CD-ROMs.........................................................................................................................v Chapter 1 — The Grand Tour ACD Agent ..............................................................
Contents Chapter 3 – Call Features Chapter 3 — Call Features Feature Interaction .............................................................................................................17 Answering Calls.................................................................................................................18 Hold....................................................................................................................................18 ACD Call Pickup ................................
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.
Introduction Conventions Conventions Conventions Description Note Elaborates specific items or references other information. Within some tables, general notes apply to the entire table and numbered notes apply to specific items. Important! Extension Number 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.
Introduction Related Documents/Media Related Documents/Media Some documents listed here may appear in different versions on the CD-ROM or in print. To find the most current version, check the version/date in the Publication Information on the back of the document’s title page.
Introduction Related Documents/Media vi 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.
The Grand Tour ACD Group Supervisor 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.
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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 Flexible Button Definitions Button Definition ACD Call The extension that is used to log into an ACD Group becomes the telephone's ACD Call button.
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 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.
The Grand Tour Agent Telephone Status 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].
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.
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.
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. Non-LCD: Entry tone plays if successful; Reject tone plays if unsuccessful.
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.
Status Features End Wrap Up Time 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 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.
Status Features Status Display 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.
Status Features Status Display ³ To turn Auto Scroll On or Off ³ Press Feature to toggle Auto Scroll On and Off. When it is Off, you can manually scroll through the groups. Auto Scroll On 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).
Status Features Shift Mode 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.
Status Features Queue Alarms 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 16 Strata CIX ACD Agent/Supervisor Telephone 05/06
3 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.
Call Features Answering Calls Answering Calls ³ To answer an ACD call 1. Call rings on Agent's ACD Call button and the LCD displays text (shown right). 2. After a specified number of seconds, Caller ID appears (example shown right). Call To: 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.
Call Features ACD Call Pickup 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.
Call Features ACD Help 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.
Call Features Agent Assistance (Help) Call 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.
Call Features Work Units 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.
Call Features Call Monitoring/Join Call 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.
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 Join, both the Join and Monitor LEDs flash slow green. EXT + Line 1 EXIT 2. Press Join again and your telephone will return to monitoring (listen only).
Index A B 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 Sta
Index C~Q C J call Join button, 2, 4 join call, 23, 24 forwarding, 17 monitoring, 23 call pickup, 19 CD-ROMs, v CLR (Clear) Soft Key, 15 conference, 20 L log in/out, 7 agent, 6 supervisor, 9 Log In/Out button, 4, 8 log out group, 9 groups, 9 individual groups, 10 D definitions buttons, 4 disabled (shift status), 14 display status, 2 Display Status button, 5, 12 do not disturb (DND), 17 M mailbox, 5 Mode button, 13 monitor, 23 Monitor Call button, 2, 4, 23 Msg button, 5 E enabled (shift status), 14
Index R~W R reject tone, 6 S 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 T telephone, 1, 2 tones, 6 U unavailable, 6, 10 Unavail button, 10 W 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
