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Call Features
Work Units
22 Strata CIX ACD Agent/Supervisor Telephone 05/06
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
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
seconds after entering a valid code. Work Unit LED
turns off.
Enter Work Units
XXXXXXXX
Work Units Set:
To: <Work Units>