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Contents
Chapter 3 – Call Features
ii Strata CIX ACD Agent/Supervisor Telephone 05/06
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