Toshiba Telephone CIX SG CCACD VB User Manual

ACD Agent/Supervisor  
Telephone User Guide  
May, 2006  
 
TOSHIBA AMERICA INFORMATION SYSTEMS, INC. (TAIS)  
Telecommunication Systems Division License Agreement  
IMPORTANT: THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND TAIS. CAREFULLY READ THIS LICENSE AGREEMENT. USE OF ANY  
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Toshiba America Information Systems, Inc.  
Telecommunication Systems Division  
9740 Irvine Boulevard  
5932  
Irvine, California 92618-1697  
United States of America  
DSD 020905  
 
Toshiba America Information Systems, Inc.  
Digital Solutions Division  
Limited Warranty  
Toshiba America Information Systems, Inc., (“TAIS”) warrants that this telephone equipment (except for fuses, lamps, and other  
consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects  
in material and workmanship for twenty-four (24) months after delivery. This warranty is void (a) if the equipment is used under  
other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or  
alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident,  
(d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment’s serial number is  
defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS  
and which are not compatible or are of inferior quality, design, or performance.  
The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the  
equipment, is the repair or replacement by TAIS or its authorized dealer of such defective or missing parts as are causing the  
malfunction with new or refurbished parts (at their option). If TAIS or one of its authorized dealers does not replace or repair such  
parts, the retail customer’s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to  
be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than  
thirty (30) days after such malfunction, whichever first occurs.  
Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect,  
consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be  
entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning.  
To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of  
TAIS’ authorized dealers within the twenty-four (24) month period and no later than thirty (30) days after such malfunction,  
whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time  
results in the customer being not entitled to warranty service.  
THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR  
TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES,  
EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR  
PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED.  
No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or  
extension is effective unless it is in writing and signed by the vice president and general manager, Telecommunication Systems  
Division.  
 
Contents  
Introduction  
Conventions ........................................................................................................................iv  
Related Documents/Media...................................................................................................v  
CD-ROMs.........................................................................................................................v  
Chapter 1 — The Grand Tour  
ACD Agent ..........................................................................................................................1  
ACD Group Supervisor........................................................................................................2  
ACD Telephone ...................................................................................................................2  
Flexible Buttons................................................................................................................4  
Extension Number Buttons...............................................................................................5  
Agent Telephone Status .......................................................................................................6  
Tones....................................................................................................................................6  
Chapter 2 — Status Features  
Logging In/Out.....................................................................................................................7  
Unavailable and Available.................................................................................................10  
End Wrap Up Time............................................................................................................11  
Status Display ....................................................................................................................12  
Shift Mode .........................................................................................................................14  
Queue Alarms ....................................................................................................................15  
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  
Conventions  
Description  
Elaborates specific items or references other information. Within some  
tables, general notes apply to the entire table and numbered notes apply to  
specific items.  
Note  
Important!  
Calls attention to important instructions or information.  
Press to answer a call to the Extension Number. Each station can have  
multiple extension buttons. Incoming calls ring the extension button(s)  
from the top down. For example, station 10's extensions ring 10-1 first,  
then 10-2, 10-3, and 10-4. A station is considered busy when all  
extensions are being used.  
Extension  
Number  
Note  
The naming convention for DKT assignments within Toshiba is  
Directory Numbers. For clarity and ease of understanding, the  
terms Extension Number and Phantom Extension Number will be  
used in this document in lieu of PDN and PhDN.  
Arial Bold  
Represents telephone buttons.  
shows a multiple PC keyboard or telephone button entry. Entries without  
spaces between them show a simultaneous entry.  
Example: Delete+Enter.  
+
Entries with spaces between them show a sequential entry.  
Example: # + 5.  
Tilde (~)  
Means “through.” Example: 350~640 Hz frequency range.  
Grey words within the printed text denote cross-references. In the  
electronic version of this document (Library CD-ROM or FYI Internet  
download), cross-references appear in blue hypertext.  
See Figure 10  
³
³
Denotes the step in a one-step procedure.  
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  
Strata CIX ACD Supervisor User Guide  
Strata CIX ACD Installation Guide  
Strata CIX IPT/DKT Telephone User Guide  
CD-ROMs  
Strata CIX Call Center Solutions Application Software and Documentation  
Library for Strata ACD, Insight, OAISYS Net Server, and OAISYS Voice  
Assistant  
OAISYS includes software and documentation 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  
v
 
     
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.  
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 Supervisor  
ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with  
an LCD. The LCD provides important information about the ACD Group or an  
individual Agent's activities.  
The ACD Group Supervisor’s log in enables access to features that are exclusive to  
Supervisors.  
Start/End Shift is used to start an ACD shift. It toggles to End Shift when  
pressed again. End Shift prevents calls from entering the ACD queue.  
Another ACD button is Monitor Call, which enables Supervisors to monitor  
Agent’s conversations on ACD calls. Supervisors can also participate in the call by  
pressing Join.  
Both Agents and Supervisors can display the queue status, but Supervisors can  
display the call status of individual Agents.  
Agents can call the ACD Group Supervisor for help with an ACD call. The  
Supervisor can talk to the agent with the ACD call on hold, or talk exclusively to  
the caller while the Agent drops out, or participate in a three-way conversation  
with the Agent and the ACD caller.  
Supervisors can opt to log in as an Agent in order to alleviate heavy call loads.  
ACD Telephone  
The Strata 3000-series digital telephone with an LCD and typical ACD feature buttons  
is shown on the next page. The button names are recommended by Toshiba. If your  
button names are different, see the System Administrator or your ACD Supervisor for  
the definitions.  
2
Strata CIX ACD Agent/Supervisor Telephone 05/06  
 
                 
The Grand Tour  
ACD Telephone  
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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  
Button  
Flexible Button Definitions  
Definition  
The extension that is used to log into an ACD Group becomes the  
telephone's ACD Call button. This button enables an Agent or  
Supervisor to receive ACD calls, make/receive PBX calls, and Log In/Out  
of the ACD Group. This button can be used to make/receive non-ACD  
calls when logged out.  
ACD Call  
ACD Help  
Places an ACD call on hold and automatically rings the Supervisor.  
Enables an Agent to Pick Up ACD calls ringing at any Agent’s telephone  
in the same group. The call remains registered as an ACD call after being  
picked up.  
ACD PU  
(Pick up)  
Avail: Enables the telephone to accept ACD calls.  
Avail/  
Unavail  
Unavail: Stops ACD calls from temporarily ringing the telephone. Calls will  
stack up in queue if all Agents are Unavailable. Calls will go to  
Re-route Destination only if all Agents Log Out.  
Sets Wrap Up time to end in one second. After one second, the telephone  
becomes available to take ACD calls.  
End Wrap Up  
(Supervisor only) Used to start or end an ACD shift. Pressing this button  
shows options on the LCD: 1 Disable, 2 Enable, 3 Scheduled. “End shift”  
stops calls from entering the ACD queue and directs all new incoming  
ACD calls to a pre-assigned destination.  
Start/End  
Shift  
Agents or Supervisors use this to log in and out of the ACD Group. It is  
used with the ACD Call button.  
Log In/Out  
Monitor Call  
Join  
(Supervisor only) Monitors (listens to) an ACD call.  
(Supervisor only) This enables the Supervisor to participate in the  
Agent’s call, making it a three-way conference.  
Work Unit  
Assigns a tracking code to an ACD call.  
4
Strata CIX ACD Agent/Supervisor Telephone 05/06  
 
                           
The Grand Tour  
ACD Telephone  
Table 1  
Button  
Flexible Button Definitions (continued)  
Definition  
Turns Display Status on or off. This shows how many Agents are in the  
group and logged in, and the number call waiting in the queue and  
longest time a call has been waiting in queue. Additionally, Supervisors  
can view the call status of individual Agents or other ACD groups.  
Display  
Status  
Extension Number Buttons  
The extension number buttons consist of: extension numbers, secondary extension  
numbers, and phantom extension numbers. They make or answer calls and are known  
as your extension or intercom number. You can have multiple extension number  
buttons on your telephone (Figure 1 on page 3); however, an agent should not use any  
extension number that is shared by another phone, including an agent’s Primary  
Extension Number.  
In addition, an agent’s phone should not have a Group CO line or Pool Line key and  
any extension number should not be a member of either a Multiple Calling or Hunt  
Group.  
Table 2  
Extension Button Definitions  
Button  
Definition  
This is your specific extension or intercom number used to make or  
receive calls. Your telephone can have multiple primary extension  
number buttons with your number. You can set Call Forward and  
Voice Mail ID code for your Primary extension number  
Primary Extension  
Number  
Secondary  
Extension Number  
This is the Primary extension number of another telephone which  
appears on your telephone. Agents should use this on their phone.  
Up to eight Phantom extension numbers can be dedicated to a  
station. ACD calls must have a Phantom extension with a single  
appearance, owned by the Agent’s telephone.  
PhantomExtension  
Number  
You can only set Call Forward and Voice Mail ID code for Phantom  
extension numbers that are owned by your telephone.  
You can have a separate Msg button and mailbox for up to four  
phantom extension numbers on your telephone.  
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 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 ACD  
Call button.  
Strata CIX ACD Agent/Supervisor Telephone 05/06  
7
 
   
Status Features  
Logging In/Out  
When you log out, the ACD features are deactivated on your telephone, but the  
regular features still continue to work. For example, you can use the ACD Call button  
to make and receive non-ACD calls. These kinds of calls are not registered as PBX  
calls for Management Information System (MIS) reporting purposes.  
The Log In/Out LED turns off and your telephone is logged out of the ACD Group.  
After all Agents have Logged Out, new ACD calls are redirected to the re-route  
destination. Calls currently in queue will go to the overflow destination.  
For example, if it is time for your ACD shift to end, but calls are continuing to arrive  
into the ACD queue, the Supervisor can invoke the End Shift procedure to re-route  
new calls.  
³ To Log In  
1. Press ACD Call + Log In/Out. The Log In/Out LED  
Enter Agent ID:  
XXXXXXXX  
flashes red and Entry Tone (four fast beeps) plays.  
2. Enter your Agent or Supervisor ID code + #.  
Important! The Supervisor log in ID code should be kept confidential to prevent  
unauthorized use of Supervisor features.  
3. Enter your password + #.  
Enter Password:  
XXXXXXXX  
...or press # if no password is assigned.  
Non-LCD: Entry tone plays for successful login;  
Reject tone plays if unsuccessful.  
4. Enter the ACD group number + #. To enter additional  
Enter Group ID:  
<group name>  
groups, wait a few seconds (prompt shown on the right  
reappears), enter another group number + #. Repeat  
until you have completed group entries.  
Non-LCD: Entry tone plays after each group number  
Logged in To:  
<group name>  
is successfully entered.  
...or press to enter all assigned groups.  
*
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.  
Logged Out Of  
<group name>  
5. (Supervisor Only) If you want to take calls as an Agent  
while logged in, press 1 if you don’t want to take calls  
as an Agent  
...or press 2 if you want to take calls as an Agent.  
1 Do Not Answer  
2 Answer Calls  
Non-LCD: Entry tone plays if successful;  
Reject tone plays if unsuccessful.  
The LCD shows the logged in group(s), shown right.  
This display remains for five seconds or until you hang  
up. The Log In/Out LED turns steady red.  
Logged In To:  
<group name>  
Repeat this process for each group that you are logged  
into.  
If you pressed in the previous step, when pressing  
*
1 or 2 in this step applies to all groups that you are  
logging into.  
Non-LCD: If log in is not successful, Reject Tone plays.  
If unsuccessful, an error message displays (shown  
right) for five seconds or until you hang up. Error  
message may say “Invalid Passcode” instead.  
Invalid ID  
³ To Log Out of all groups  
1. While idle, press Log In/Out. The LCD prompts you  
Log Out ALL?  
OK Cancel  
(shown right).  
2. Press the OK Soft Key to log out of all groups or press  
the Cancel Soft Key to cancel the log out. If you  
pressed the OK Soft Key to Log Out, the LED turns off, indicating you logged out  
of all groups.  
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 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:  
<group name>  
If you want to log out of additional groups, continue to Step 5.  
5. After a few seconds, “Enter Group ID” displays. Then enter the next group number  
to log out. If you don’t enter anything after five seconds, it will exit from log out  
processing.  
Unavailable and Available  
This feature enables temporary unavailability for ACD calls without logging out. You  
can use this feature for breaks, such as lunch and coffee breaks, and extended times  
away from your telephone.  
³ Press Unavail.  
The Unavail LED lights steady red. The Unavail LED turns off when your  
telephone becomes Available. To enter the Unavailable mode, you must be logged  
into at least one ACD Group.  
Note Calls will stack up in queue if all Agents are Unavailable. An alarm is likely to  
be triggered when too many calls are in queue. Calls will go to re-route  
destination only if all Agents Log Out.  
³ To become Available  
³ Press Unavail. The Unavail LED turns off.  
10  
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.  
³ To end Wrap Up Time  
When a call has completed, your phone automatically  
ACD Wrap Up  
mm:ss  
enters the Wrap Up state. The LCD shows this and the  
remaining time until your phone will become available for  
the next call.  
³ Press End Wrap Up. Wrap Up time will end in one second and your LCD returns  
to idle. You are now available to accept incoming ACD calls.  
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.  
³ To Display Status for a Group or a Queue  
1. Press Display Status. The ACD group name appears  
QUEUE < Group Name>  
A 1/4 CW 2  
on the top line. Example shown right (bottom line), one  
04:00  
out of four Agents has logged in, there are two calls  
waiting, and the longest time a call has been waiting is  
four minutes.  
2. Press Page to return to Queue Status.  
³ To Display Status for an Agent  
1. (Supervisor only) Press Display Status.  
2. Press Page to view the Agent Status for that group.  
Press Scroll to view the next Agent. Agent status is  
shown on the bottom line. Status modes are:  
QUEUE < Group Name>  
IDLE: <Agent’s Name>  
IDLE  
LOG OUT  
UNAVAIL  
NON ACD (call)  
ACD (call)  
WRAP-UP  
3. Press Page to return to Queue Status.  
12  
Strata CIX ACD Agent/Supervisor Telephone 05/06  
 
     
Status Features  
Status Display  
³ To turn Auto Scroll On or Off  
³ Press Feature to toggle Auto Scroll On and Off. When  
Auto Scroll On  
it is Off, you can manually scroll through the groups.  
³ To Use Auto Scroll Off Options  
When Auto Scroll is Off, you can manually scroll through  
the groups.  
Auto Scroll Off  
³ Press Scroll to view the next group. Each time you  
press Scroll, the next group displays.  
³ Press Mode to change the direction of the scrolling  
(forward/backward).  
³ To set the Auto Scroll Interval  
1. Press Feature to toggle Auto Scroll On.  
Auto Scroll On  
2. When you turn Auto Scroll On, press Scroll to view  
Scroll Interval: 08  
A 1/4 CW2  
the scroll interval.  
3. Press Scroll to increment the seconds for scrolling  
higher or press Mode to increment the scroll time  
lower.  
³ To Use Auto Scroll On Options  
Feature toggles Auto Scroll On and Off. When it is Off, you can manually scroll  
through the groups.  
³ Press Scroll to view the next group.  
³ Press Mode to change the direction of the scrolling (forward/backward).  
Strata CIX ACD Agent/Supervisor Telephone 05/06  
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.  
³ To change ACD shift mode  
1. While idle, press ACD Call + Start/End Shift + yyy. (yyy = ACD Group  
number)  
2. Choose the mode to operate by dialing the  
Status: Enabled  
appropriate code:  
2 Disabled 3 Schedule  
1 - Enabled  
2 - Disabled  
3 - Scheduled (follows pre-defined schedule)  
The current status displays on the top row of the LCD. The available options  
display on the bottom row. When the status changes, this is shown on the LCD and  
the available options also change.  
If Disabled is chosen then the Start/End Shift LED blinks, then turns off. If calls  
are in queue when the shift is disabled, they will be routed to the re-route  
destination assigned in the Strata ACD Administration program. The LED turns off  
when all calls are cleared.  
3. When prompted, you can enter another queue number and repeat Step 2 or hang up.  
14  
Strata CIX ACD Agent/Supervisor Telephone 05/06  
 
           
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.  
³ When the Emergency Call ringing sounds (repeating  
Calls Waiting  
CLR  
high/low ringing), press the CLR (Clear) Soft Key to  
turn the alarm off. The Alarm stops and the LED turns  
off. Repeat for additional alarms.  
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  
Answering Calls  
³ To answer an ACD call  
1. Call rings on Agent's ACD Call button and the LCD  
Call To:  
<Group name>  
displays text (shown right).  
2. After a specified number of seconds, Caller ID  
appears (example shown right).  
CALLING NUMBR: XXXXXXXXXX  
Note See your System Administrator for the  
number of seconds configured for your system. Default = 10 seconds.  
3. Press ACD Call to answer the call.  
...or go off hook. The ACD Call LED flashes at the  
in-use rate (three quick flashes, solid green – repeat).  
4. Hang up when you have completed the call. Your  
ACD Wrap Up  
00:00  
telephone enters Wrap Up Mode, providing you with  
time to perform paperwork associated with the call.  
Hold  
³ To place calls on Hold  
³ Press Hold. The ACD Call LED flashes at a fast rate  
Hold <Line 5>  
Jul 27 Tue 02:26  
and your LCD shows the message on the right.  
³ To retrieve calls from Hold  
³ Press ACD Call. The ACD Call LED flashes  
CALLING NUMBR: XXXXXXXXXX  
at a fast rate and your LCD shows the message  
on the right.  
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 using your  
station's ACD Call Pickup button. To use this feature:  
Both stations must be in the same ACD Group.  
The incoming call must be an ACD call for that group.  
Your ACD Call button must be idle.  
You must be in an available state.  
You cannot pick up some types of calls, such as non-ACD calls (internal office calls)  
or PBX calls.  
³ To Pick up an ACD call ringing at another station  
1. Press ACD PU. When the call is diverted to you, your  
Call to: <Group name>  
LCD shows the text for the connected call (shown  
right).  
2. The call rings your telephone, press ACD Call to  
answer.  
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:  
Talk to your Supervisor or Agent while the ACD call is on hold.  
Establish a three-way conversation with your Supervisor or Agent and the ACD  
caller.  
Drop out of the three-way ACD call while your Supervisor and the ACD caller  
remain connected.  
³ To call your Supervisor for Help  
1. Press ACD Help.  
The call is automatically placed on consultation-hold and called telephone rings.  
When your Supervisor answers the Help call, you can talk to the Supervisor and  
the ACD Call remains on consultation-hold.  
Non-LCD: Reject tone plays if no Supervisor is available to help.  
Note If your Supervisor is not logged in, this feature is not  
Supervisor  
Not Ready  
available. If your Supervisor's telephone is busy in  
monitor mode, ACD Help not ring your Supervisor's  
telephone. See LCD (shown right).  
2. Optional steps:  
Add the caller to the call (conference) by pressing Cnf/Trn or you can put the  
caller on Hold.  
Transfer the call to your Supervisor, hang up.  
Return back to the original caller and release your Supervisor by pressing  
ACD Call.  
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:  
Talk to an Agent with the ACD call on hold  
Talk to an ACD caller with the Agent dropping out of the call by hanging up  
Participate in a three-way conversation with the Agent and the ACD caller  
For this feature to work, your telephone must be logged in with the Supervisor ID  
code of the same Group as the Agent requesting help.  
³ To answer an Agent’s call for Help  
1. When you hear a long, single ring and you see the Help  
HR: <agent name>  
ACCEPT DENY  
Request HR: on your LCD (shown right), press the  
ACCEPT Soft Key to accept the call for help or press  
DENY to reject it.  
2. When a call rings your ACD Call button, press it. The ACD Call LED flashes at  
the I-Use rate.  
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.  
³ To Enter a Work Unit Code  
1. While talking on a call on ACD Call, press Work  
Enter Work Units  
XXXXXXXX  
Unit. The Work Unit LED flashes. The conversation is  
not interrupted.  
2. Enter the Work Unit digits.  
3. Press #. The display on the right shows for three  
Work Units Set:  
To: <Work Units>  
seconds after entering a valid code. Work Unit LED  
turns off.  
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 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  
log in ID code should be kept confidential to prevent unauthorized use  
of this and other Supervisor features.  
³ To Monitor a call  
³ Press ACD Call + Monitor Call + yyyy + #. Where  
Enter Agent ID:  
yyyy is the Agent ID.  
Whenever the monitored Agent is on an ACD Call, the  
Monitoring Agent:  
<Agent Name>  
LED is set to the red I-Use rate and your LCD shows  
“Monitoring.” The call may be heard over the speaker.  
Notes  
If the Agent is not on an ACD call, the one-way, listen-only path still exists.  
This feature is limited by the availability of conference channels. If there are no  
conference channels available, a reorder tone is heard.  
You will continue monitoring the Agent's ACD calls until monitoring is cancelled  
or the Agent logs out.  
³ To cancel Monitoring  
³ Press Monitor Call.  
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.  
EXT + Line 1  
EXIT  
If you are monitoring a call when you press the Join,  
both the Join and Monitor LEDs flash slow green.  
2. Press Join again and your telephone will return to monitoring (listen only).  
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 Call, 4, 7, 8, 18  
ACD Help, 4, 21  
ACD help, 20  
ACD PU, 4, 19  
Avail/Unavail, 4  
Display Status, 5, 12  
ACD PU button, 4, 19  
agent  
Hold, 18  
assistance, 21  
available, 6  
unavailable, 6  
wrap up, 6  
Join, 4, 24  
Log In/Out, 4, 8  
Mode, 13  
agent status, 6, 12  
alarm  
Msg, 5  
supervisor  
tone, 6  
unavail, 10  
alarm clearing, 15  
answer calls, 9  
answering calls, 18  
auto scroll interval, 13  
Avail/Unavail button, 4  
available, 6, 10  
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  
C
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  
supervisor, 9  
log out  
D
definitions  
group, 9  
groups, 9  
buttons, 4  
disabled (shift status), 14  
display status, 2  
Display Status button, 5, 12  
do not disturb (DND), 17  
individual groups, 10  
mailbox, 5  
Mode button, 13  
Monitor Call button, 2, 4, 23  
Msg button, 5  
E
enabled (shift status), 14  
End Wrap Up button, 4, 11  
end wrap up time, 11  
entry tone, 6  
extension  
non-LCD call, 6  
number, iv  
number buttons, 5  
P
PBX call, 6  
F
Feature button, 13  
flexible buttons, 4  
primary extension number, 5  
G
group  
Q
queue  
log out, 10  
alarms, 15  
number, 8  
status, 2, 12  
H
help, 2, 20, 21  
hold, 18  
Strata CIX ACD Agent/Supervisor Telephone 05/06  
26  
 
Index  
R ~ W  
R
reject tone, 6  
S
scheduled (shift status), 14  
scroll options, 13  
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  
 

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