Toshiba CIX-SG-CCACD-VB Telephone User Manual
Contents
1. 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 To Log Out of all groups 1 While idle press Log In Out The LCD prompts you shown right Log Out ALL OK Cancel 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 Strata CIX ACD Agent Supervisor Telephone 05 06 9 Status Features Unavailable and Available 10 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 lt group name gt 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 d2. When a call has completed your phone automatically enters the Wrap Up state The LCD shows this and the REP Wrap Up A mm ss remaining time until your phone will become available for the next call gt 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 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 To Display Status for a Group or a Queue 1 2 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 QUEUE lt Group Name gt A 1 4 CW 2 04 00 Press Page to return to Queue Status To Display Status for an Agent 1 2 3 12 Supervisor only Press Display Status Press Page to view the Agent Status for that group
3. 06 13 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 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 To change ACD shift mode 1 While idle press ACD Call Start End Shift yyy yyy ACD Group number 2 a n Dr to operate by dialing the Status Enabled pprop 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 14 Strata CIX ACD Agent Supervisor Telephone 05 06 Queue Alarms Status Features
4. ceea e e entea suasagessasnswasacabarestaeeeaseidersateceysasedees ouacebosnasdde sgabande vases 4 Extension Number BULLONS ccoccccccnonnnnncncnnnnananananananancnnnnononnnnononnncnnononononananonononininininanos 5 Agent Telephone Status ctrl ltd al ae is 6 AKIA ON 6 Chapter 2 Status Features Logging IQ A EE 7 Unavailable and Available ia tt alitas 10 End Wrap Up TIME iaa 11 Status Displa ventana ia inne enaa a a aa E n A E aE A iA 12 Shift Kore EA S A E TE ata 14 QUEUE Alar S ranni nte e e e n a A eke Vee aE ue eS a a E IE 15 Strata CIX ACD Agent Supervisor Telephone 05 06 Contents Chapter 3 Call Features Chapter 3 Call Features Feature Interactioniin a ees erena aus gad aE seated ASE aaa Ea raes DE KSR 17 Answermge Call tii ds A E AE TE OCA ETE bs 18 O ESEE 18 ACD CallPickup cesiones lidia islandeses 19 SA ON 20 Agent Assistance Help Calls perenes asrine tineretii E TEESE ra 21 Work UNIS onien rer ee eee tats e E da da cede TE EE AEE Eee RAE 22 Call Monitoring Jom Call wi 8 nici ate nes ii vane aoe 23 Ide ui Pac ev aE e tees 25 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 no
5. Agent Supervisor Telephone 05 06 Index C Q J Join button 2 4 join call 23 24 L log in out 7 agent 6 supervisor 9 Log In Out button 4 8 log out group 9 groups 9 individual groups 10 M mailbox 5 Mode button 13 monitor 23 Monitor Call button 2 4 23 Msg button 5 N non LCD call 6 P passcode 8 PBX call 6 phantom extension number 5 pickup 19 primary extension number 5 Q queue alarms 15 number 8 status 2 12 26 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 28 Strata CIX ACD Agent Supervisor Telephone 05 06
6. 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 See Figure 10 electronic version of this document Library CD ROM or FYI Internet download cross references appear in blue hypertext gt Denotes the step in a one step procedure gt Denotes a procedure IV Strata CIX ACD Agent Supervisor Telephone 05 06 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 Refer to the following for more information Strata CIX Call Center Solutions General Description e Strata CIX ACD Supervisor User Guide e Strata CIX ACD Installation Guide e Strata CIX IPT DKT Telephone User Guide CD ROMs e Strata CIX Call Center Solutions Application Software and Documentation Library for Strata ACD Insight OAISYS Net Server and OAISYS Voice Assistant e OAISYS includes software and docu
7. Press Scroll to view the next Agent Agent status is shown on the bottom line Status modes are IDLE LOG OUT UNAVAIL NON ACD call ACD call WRAP UP QUEUE lt Group Name gt IDLE lt Agent s Name gt Press Page to return to Queue Status Strata CIX ACD Agent Supervisor Telephone 05 06 Status Features Status Display To turn Auto Scroll On or Off Press Feature to toggle Auto Scroll On and Off When SiO it is Off you can manually scroll through the groups ed id To Use Auto Scroll Off Options When Auto Scroll is Off you can manually scroll through the groups Auto Scroll Off Press Scroll to view the next group Each time you press Scroll the next group displays Press Mode to change the direction of the scrolling forward backward gt 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 Seroll to view the scroll interval Scroll Interval 08 A 1 4 CW2 3 Press Scroll to increment the seconds for scrolling higher or press Mode to increment the scroll time lower To Use Auto Scroll On Options Feature toggles Auto Scroll On and Off When it is Off you can manually scroll through the groups Press Scroll to view the next group Press Mode to change the direction of the scrolling forward backward Strata CIX ACD Agent Supervisor Telephone 05
8. 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 gt 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 gt 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 Strata CIX ACD Agent Supervisor Telephone 05 06 Calls Waiting CLR 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 d
9. TOS H BA Telecommunication Systems Division Strata cix 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 Copyright 2006 Toshiba America Information Systems Inc Telecommunication Systems Division 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 Corporation Stratagy is a registered trademark of Toshiba America Information Systems Inc Trademarks registered trademarks and service marks are the property of their respective owners TOSHIBA AMERICA INFORMATION SYSTEMS INC TAIS Tel
10. WARE IS FURNISHED IS FREE FROM DEFECTS IN MATERIAL AND WORKMANSHIP UNDER NORMAL USE FOR A PERIOD OF NINETY 90 DAYS FROM THE DATE OF DELIVERY TO YOU 5 Limitation Of Liability TAIS ENTIRE LIABILITY AND YOUR SOLE AND EXCLUSIVE REMEDY UNDER THIS LICENSE AGREEMENT SHALL BE AT TAIS OPTION REPLACEMENT OF THE MEDIA OR REFUND OF THE PRICE PAID TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE TO YOU FOR ANY CONSEQUENTIAL SPECIAL INCIDENTAL OR INDIRECT DAMAGES FOR PERSONAL INJURY LOSS OF BUSINESS PROFITS BUSINESS INTERRUPTION LOSS OF BUSINESS INFORMATION DATA OR ANY OTHER PECUNIARY LOSS OF ANY KIND ARISING OUT OF THE USE OR INABILITY TO USE THE SOFTWARE EVEN IF TAIS OR ITS SUPPLIER HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES IN NO EVENT SHALL TAIS OR ITS SUPPLIERS BE LIABLE FOR ANY CLAIM BY A THIRD PARTY 6 State Jurisdiction Laws SOME STATES JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF IMPLIED WARRANTIES OR LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY MAY LAST OR THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES SO SUCH LIMITATIONS OR EXCLUSIONS MAY NOT APPLY TO YOU THIS LIMITED WARRANTY GIVES YOU SPECIFIC RIGHTS AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM STATE JURISDICTION TO STATE JURISDICTION 7 Export Laws This License Agreement involves products and or technical data that may be controlled under the United States Export Administration Regulations and may be sub
11. aiting 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 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 Primary Extension This is your specific extension or intercom number used to make or receive calls Your telephone can have multiple primary extension Extension Number Number number buttons with your number You can set Call Forward and Voice Mail ID code for your Primary extension number Secondary This is the Primary extension number of another telephone which appears on your telephone Agents should use this on their phone Phantom Extension Number 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 Yo
12. d 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 Strata CIX ACD Agent Supervisor Telephone 05 06 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
13. de certain software provided by TAIS suppliers In such event you agree that such supplier may be designated by TAIS as a third party beneficiary of TAIS with rights to enforce the Agreement with respect to supplier s software YOU ACKNOWLEDGE THAT YOU HAVE READ THIS LICENSE AGREEMENT AND THAT YOU UNDERSTAND ITS PROVISIONS YOU AGREE TO BE BOUND BY ITS TERMS AND CONDITIONS YOU FURTHER AGREE THAT THIS LICENSE AGREEMENT CONTAINS THE COMPLETE AND EXCLUSIVE AGREEMENT BETWEEN YOU AND TAIS AND SUPERSEDES ANY PROPOSAL OR PRIOR AGREEMENT ORAL OR WRITTEN OR ANY OTHER COMMUNICATION RELATING TO THE SUBJECT MATTER OF THIS LICENSE AGREEMENT Toshiba America Information Systems Inc Telecommunication Systems Division 5932 9740 Irvine Boulevard Irvine California 92618 1697 United States of America DSD 020905 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 equ
14. ecommunication Systems Division License Agreement IMPORTANT THIS LICENSE AGREEMENT AGREEMENT IS ALEGAL AGREEMENT BETWEEN YOU YOU AND TAIS CAREFULLY READ THIS LICENSE AGREEMENT USE OF ANY SOFTWARE OR ANY RELATED INFORMATION COLLECTIVELY SOFTWARE INSTALLED ON OR SHIPPED WITH A TAIS TELECOMMUNICATION SYSTEMS PRODUCT OR OTHERWISE MADE AVAILABLE TO YOU BY TAIS IN WHATEVER FORM OR MEDIA WILL CONSTITUTE YOUR ACCEPTANCE OF THESE TERMS UNLESS SEPARATE TERMS ARE PROVIDED BY THE SOFTWARE SUPPLIER IF YOU DO NOT AGREE WITH THE TERMS OF THIS LICENSE AGREEMENT DO NOT INSTALL COPY OR USE THE SOFTWARE AND PROMPTLY RETURN IT TO THE LOCATION FROM WHICH YOU OBTAINED IT IN ACCORDANCE WITH APPLICABLE RETURN POLICIES EXCEPT AS OTHERWISE AUTHORIZED IN WRITING BY TAIS THIS SOFTWARE IS LICENSED FOR DISTRIBUTION THROUGH TAIS AUTHORIZED CHANNELS ONLY TO END USERS PURSUANT TO THIS LICENSE AGREEMENT 1 License Grant The Software is not sold it is licensed upon payment of applicable charges TAIS grants to you a personal non transferable and non exclusive right to use the copy of the Software provided under this License Agreement You agree you will not copy the Software except as necessary to use it on one TAIS system at a time at one location Modifying translating renting copying distributing printing sublicensing transferring or assigning all or part of the Software or any rights granted hereunder to any other persons and removing any proprie
15. ended by Toshiba If your button names are different see the System Administrator or your ACD Supervisor for the definitions Strata CIX ACD Agent Supervisor Telephone 05 06 The Grand Tour ACD Telephone LCD shows Queue Sales group status 5 of 6 Agents are logged in Calls Waiting 2 in queue Longest call waiting in queue is 4 minutes TOSHIBA QUEUE SALES Mode Page Scroll Feature ee Supervisor buttons shown in grey CNS Extension Figure 1 DKT3200 series LCD Telephone with ACD Buttons Log In Out Oo o m 3 a 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 The extension that is used to log into an ACD Group becomes the telephone s ACD Call button This button enables an Agent or ACD Call 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 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 ACD PU E a i
16. hat 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 Contents Introduction CONVENIOS a io 1v Related Documents Media coconocnoncnoccnononcnnnnaninonononcnnnononananininocccnnnnonenananonecoccconononananinininess v CDROM O E ETA v Chapter 1 The Grand Tour ACDEA BENT lenoe o tea n e sede taeda eae vegeta g oak cee EE DESE Oera eR 1 ACD Group SUperviSOL titan iia Mekhi tein Mtns ae 2 ACD Telephone ccoo tina ee icon esete OEE eSEE een Ea E gous ba race NEETER 2 Flexible BUS
17. 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 Strata CIX ACD Agent Supervisor Telephone 05 06 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 gt To Log In 1 Press ACD Call Log In Out The Log In Out LED flashes red and Entry Tone four fast beeps plays Enter Agent ID XXXXXXXX 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 y Pp Enter Password O
18. ipment 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 t
19. ject to the approval of the United States Department of Commerce prior to export Any export directly or indirectly in contravention of the United States Export Administration Regulations or any other applicable law regulation or order is prohibited 8 Governing Law This License Agreement will be governed by the laws of the State of California United States of America excluding its conflict of law provisions 9 United States Government Restricted Rights The Software is provided with Restricted Rights The Software and other materials provided hereunder constitute Commercial Computer Software and Software Documentation and Technical Data related to Commercial Items Consistent with F A R 12 211 and 12 212 they are licensed to the U S Government under and the U S Government s rights therein are restricted pursuant to the vendor s commercial license 10 Severability If any provision of this License Agreement shall be held to be invalid illegal or unenforceable the validity legality and enforceability of the remaining provisions hereof shall not in any way be affected or impaired 11 No Waiver No waiver of any breach of any provision of this License Agreement shall constitute a waiver of any prior concurrent or subsequent breach of the same or any other provisions hereof and no waiver shall be effective unless made in writing and signed by an authorized representative of the waiving party 12 Supplier Software The Software may inclu
20. mentation for OAISYS Chat Call Router and Net Phone For authorized users Internet site FYI http fyi tsd toshiba com contains all current Strata CIX documentation and enables you to view print and download current publications Strata CIX ACD Agent Supervisor Telephone 05 06 Introduction Related Documents Media 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 telepho
21. n 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 e Chapter 1 The Grand Tour describes available ACD Agent and Supervisor features and ACD buttons e Chapter 2 Status Features provides a description and step by step operational procedure for features associated with changing or monitoring the status of users e 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 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 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 Extension extensions are being used 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
22. n the same group The call remains registered as an ACD call after being Pick up f picked up Avail Enables the telephone to accept ACD calls Avail Unavail Stops ACD calls from temporarily ringing the telephone Calls will Unavail 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 EndWrap Sp becomes available to take ACD calls Supervisor only Used to start or end an ACD shift Pressing this button Start End shows options on the LCD 1 Disable 2 Enable 3 Scheduled End shift Shift stops calls from entering the ACD queue and directs all new incoming ACD calls to a pre assigned destination Log In Out Agents or Supervisors use this to log in and out of the ACD Group It is used with the ACD Call button Monitor Call Supervisor only Monitors listens to an ACD call Join 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 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 group and logged in and the number call waiting in the queue and Status longest time a call has been w
23. ne such as logging into multiple groups Toshiba telephones have feature buttons that access the ACD features Strata CIX ACD Agent Supervisor Telephone 05 06 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 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 recomm
24. ne will return to monitoring listen only 24 Strata CIX ACD Agent Supervisor Telephone 05 06 Index A 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 Strata CIX ACD Agent Supervisor Telephone 05 06 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 25 C call forwarding 17 monitoring 23 call pickup 19 CD ROMs v CLR Clear Soft Key 15 conference 20 D definitions buttons 4 disabled shift status 14 display status 2 Display Status button 5 12 do not disturb DND 17 E enabled shift status 14 End Wrap Up button 4 11 end wrap up time 11 entry tone 6 extension number iv number buttons 5 F Feature button 13 flexible buttons 4 G group log out 10 H help 2 20 21 hold 18 Strata CIX ACD
25. oes 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 Answering Calls gt To answer an ACD call 1 Call rings on Agent s ACD Call button and the LCD displays text shown right Gall To lt Group name gt 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 telephone enters Wrap Up Mode providing you with as up time to perform paperwork associated with the call 3 Hold gt To place calls on Hold Press Hold The ACD Call LED flashes at a fast rate Hold lt Line 5 gt and your LCD shows the message on the right Jul 27 Tue 02 26 To retrieve calls from Hold 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 Call Features ACD Call Pickup ACD Call Pickup You can pick up an ACD call ringing at another Agent s telephone by
26. ogged in this feature is not Supervisor available If your Supervisor s telephone is busy in Not Read monitor mode ACD Help not ring your Supervisor s y telephone See LCD shown right 2 Optional steps e Add the caller to the call conference by pressing Cnf Trn or you can put the caller on Hold e Transfer the call to your Supervisor hang up e Return back to the original caller and release your Supervisor by pressing ACD Call 20 Strata CIX ACD Agent Supervisor Telephone 05 06 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 The ACD Help feature enables you to e Talk to an Agent with the ACD call on hold e Talk to an ACD caller with the Agent dropping out of the call by hanging up e 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 To answer an Agent s call for Help 1 When you hear a long single ring and you see the Help i Request HR on your LCD shown right press the ACCEPT DENYS ACCEPT Soft Key to accept the call for help or press DENY to reject it 2 When a call rings yo
27. on 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 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 To become Available Press Unavail The Unavail LED turns off Strata CIX ACD Agent Supervisor Telephone 05 06 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 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 To end Wrap Up Time
28. r press if no password is assigned XXXXXXXX Non LCD Entry tone plays for successful login Reject tone plays if unsuccessful 4 Enter the ACD group number To enter additional groups wait a few seconds prompt shown on the right reappears enter another group number Repeat until you have completed group entries Enter Group ID lt group name gt Non LCD Entry tone plays after each group number is successfully entered Logged in To lt group name gt Or press to enter all assigned groups p 5 group Logged in To All Groups Strata CIX ACD Agent Supervisor Telephone 05 06 Status Features Logging In Out Important Do not enter the same group number twice oe Logged Out Of during log in The first entry logs in if you robes enter it a second time you will log out and 90940 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 P y 8 1 Do Not Answer Non LCD Entry tone plays if successful 2 Answer Calls 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 lt group name gt Repeat this process for each group that you are logged into
29. tablished 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 log in ID code should be kept confidential to prevent unauthorized use of this and other Supervisor features gt To Monitor a call Press ACD Call Monitor Call yyyy Where yyyy is the Agent ID Enter 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 Monitoring Agent lt Agent Name gt Notes e Ifthe Agent is not on an ACD call the one way listen only path still exists e 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 To cancel Monitoring Press Monitor Call Strata CIX ACD Agent Supervisor Telephone 05 06 23 Call Features Call Monitoring Join Call To Join a call 1 Press ACD Call Join EXT Line 1 If you are monitoring a call when you press the Join EXIT both the Join and Monitor LEDs flash slow green 2 Press Join again and your telepho
30. tary notices labels or marks from the Software is strictly prohibited except as permitted by applicable law you agree violation of such restrictions will cause irreparable harm to TAIS and provide grounds for injunctive relief without notice against you or any other person in possession of the Software You and any other person whose possession of the software violates this License Agreement shall promptly surrender possession of the Software to TAIS upon demand Furthermore you hereby agree not to create derivative works based on the Software TAIS reserves the right to terminate this license and to immediately repossess the software in the event that you or any other person violates this License Agreement Execution of the Software for any additional capabilities require a valid run time license 2 Intellectual Property You acknowledge that no title to the intellectual property in the Software is transferred to you You further acknowledge that title and full ownership rights to the Software will remain the exclusive property of TAIS and or its suppliers and you will not acquire any rights to the Software except the license expressly set forth above You will not remove or change any proprietary notices contained in or on the Software The Software is protected under US patent copyright trade secret and or other proprietary laws as well as international treaties Any transfer use or copying of the software in violation of the License Agreement cons
31. titutes copyright infringement You are hereby on notice that any transfer use or copying of the Software in violation of this License Agreement constitutes a willful infringement of copyright 3 No Reverse Engineering You agree that you will not attempt and if you employ employees or engage contractors you will use your best efforts to prevent your employees and contractors from attempting to reverse compile reverse engineer modify translate or disassemble the Software in whole or in part Any failure to comply with the above or any other terms and conditions contained herein will result in the automatic termination of this license and the reversion of the rights granted hereunder back to TAIS 4 Limited Warranty THE SOFTWARE IS PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW TAIS AND ITS SUPPLIERS DISCLAIM ALL WARRANTIES WITH REGARD TO THE SOFTWARE EITHER EXPRESS OR IMPLIED INCLUDING BUT NOT LIMITED TO THE WARRANTY OF NON INFRINGEMENT OF THIRD PARTY RIGHTS THE WARRANTY OF YEAR 2000 COMPLIANCE AND THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE THE ENTIRE RISK AS TO THE QUALITY AND PERFORMANCE OF THE SOFTWARE IS WITH YOU NEITHER TAIS NOR ITS SUPPLIERS WARRANT THAT THE FUNCTIONS CONTAINED IN THE SOFTWARE WILL MEET YOUR REQUIREMENTS OR THAT THE OPERATION OF THE SOFTWARE WILL BE UNINTERRUPTED OR ERROR FREE HOWEVER TAIS WARRANTS THAT ANY MEDIA ON WHICH THE SOFT
32. u 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 Strata CIX ACD Agent Supervisor Telephone 05 06 5 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 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 logge
33. ur ACD Call button press it The ACD Call LED flashes at the I Use rate Strata CIX ACD Agent Supervisor Telephone 05 06 21 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 Work Units can be registered on any call appearing on the ACD Call button Work Units may be entered anytime during the call gt To Enter a Work Unit Code 1 While talking on a call on ACD Call press Work E Unit The Work Unit LED flashes The conversation is nter Work Units XXXXXXXX not interrupted 2 Enter the Work Unit digits 3 Press The display on the right shows for three Work Units Sek seconds after entering a valid code Work Unit LED To lt Work Units gt turns off 22 Strata CIX ACD Agent Supervisor Telephone 05 06 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 es
34. using your station s ACD Call Pickup button To use this feature Both stations must be in the same ACD Group e The incoming call must be an ACD call for that group e Your ACD Call button must be idle e 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 To Pick up an ACD call ringing at another station 1 Press ACD PU When the call is diverted to you your LCD shows the text for the connected call shown right Call to lt Group name gt 2 The call rings your telephone press ACD Call to answer Strata CIX ACD Agent Supervisor Telephone 05 06 19 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 e Talk to your Supervisor or Agent while the ACD call is on hold e Establish a three way conversation with your Supervisor or Agent and the ACD caller e Drop out of the three way ACD call while your Supervisor and the ACD caller remain connected 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 l
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