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ACD Telephone
4 Strata CIX ACD Agent/Supervisor Telephone 05/06
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. 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 Help
Places an ACD call on hold and automatically rings the Supervisor.
ACD PU
(Pick up)
Enables an Agent to Pick Up ACD calls ringing at any Agent’s telephone
in the same group. The call remains registered as an ACD call after being
picked up.
Avail/
Unavail
Avail: Enables the telephone to accept ACD calls.
Unavail: Stops ACD calls from temporarily ringing the telephone. Calls will
stack up in queue if all Agents are Unavailable. Calls will go to
Re-route Destination only if all Agents Log Out.
End Wrap Up
Sets Wrap Up time to end in one second. After one second, the telephone
becomes available to take ACD calls.
Start/End
Shift
(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.
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.