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Strata CIX ACD Agent/Supervisor Telephone 05/06 i
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