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Answering Calls
18 Strata CIX ACD Agent/Supervisor Telephone 05/06
Answering Calls
³ To answer an ACD call
1. Call rings on Agent's
ACD Call button and the LCD
displays text (shown right).
2. After a specified number of seconds, Caller ID
appears (example shown right).
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
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
and your LCD shows the message on the right.
³ To retrieve calls from Hold
³ Press ACD Call. The ACD Call LED flashes
at a fast rate and your LCD shows the message
on the right.
Call To:
<Group name>
CALLING NUMBR: XXXXXXXXXX
ACD Wrap Up
00:00
Hold <Line 5>
Jul 27 Tue 02:26
CALLING NUMBR: XXXXXXXXXX