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Toshiba Strata Dk424 Acd Agent Guide

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    							Strata DK ACD Agent 2/9923
Index
A
about this book
Conventions,
iv
conventions,iv
How to Use,iv
Introduction,iii
Organization,iii
Related Documents,v
Access Codes,21
ACD
call,
4, 10, 13, 19
Group,6, 10, 19, 21
Help,4, 5, 15, 22
picking up call ringing at another 
station,
14
Pickup,4, 22
queue,10
After Call Work
automatically activate,
17
automatically deactivate,17
end the time period,17
Agent Calls
ACD,
6
non-ACD,6
PBX,6
Agent Log In,5
Agent Telephone Status
After Call,
7
Available,7
Log Out,7
PBX CALL,7
Talk,7
Unavailable,7
answer
ACD call,
12
Auto Answer with zip tone,12
Auto Answer with Zip Tone,5
B
buttons
fixed
Cnf/Trn,
3, 15
Definitions,3
Hold,3
Mic,3, 13
Msg,3
Redial,3
spkr,13
volume,3
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    							Index
C ~ L
24Strata DK ACD Agent 2/99
flexible
ACD Call,
4
ACD Call Pickup,4
ACD Help,4
Definitions,4
End After Call Work,4
End After Call Work Time,4
Log In/Out,4
Release,4
Speed Dial,4
Transfer to ACD Group,4
Unavailable,4
Work Unit,4
volume control,3
C
called number,12
calling number,12
cancel Unavailable mode,19
Cnf/Trn,20, 22
CO Line,13
E
End After Call Work Time,5, 22
enter a Work Unit code,20
Executive Override,6
F
Feature Interaction
Call Forwarding,
6
Message and Display,6
Station Do Not Disturb,6
Features,5
ACD
call,
5
Call Pickup,5, 14
Help,15
Agent Calls,6
Agent Telephone Status,7
Auto Answer with Zip Tone,11
End After Call Work,16
Interaction,6
Log Out
Unavailable,
5
Logging In/Out,8
Placing Calls on Hold,7
Queue Status,13
Transfer to ACD Group,5
Unavailable,5, 19
Work Unit,20
H
Help
call your Supervisor,
15
override your Supervisor’s DND,16
I
internal dial tone,22
L
Log In/Out,5, 11, 22
Agent ID,8
cancel,10
Log Out
After Shift destination,
10
Last Active Agent,11
Pending,5, 10, 11
Logging,8
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    							Index
M ~ W
Strata DK ACD Agent 2/9925
M
Management Information Systems 
(MIS),
20
Multiple Work Units,20
O
Off-hook/On-hook,22
P
Placing Calls on Hold,7
R
reports
MIS,
18
MIS and SMIS,14
rotary telephones,22
S
Software Management Information Systems 
(SMIS),
20
Speed Dial,22
standard rotary dial,11
standard telephone,22
Station Message Detail Report (SMDR),20
T
The Grand Tour
ACD Group Agent,
1
buttons
fixed,
3
flexible,4
soft keys,4
touch-tone dial pad,11
transfer a call to an Agent or Supervisor,18
Transfer to ACD Group (Speed Dial 
Button),
22
Transfer to ACD Group Cnf/Trn,18
U
Unavailable,22
V
view Queue Status,13
volume,3
W
Work Unit,5, 22
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