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Strata CT ACD Supervisor November 2001
i
Contents
Introduction
Organisation ...................................................................................................................................iii
Action/Response ........................................................................................................................ iv
Related Documents/Media .............................................................................................................. v
Chapter 1 The Grand Tour
ACD Group Supervisor ................................................................................................................... 1
Buttons ............................................................................................................................................ 3
Fixed Buttons ............................................................................................................................. 3
Flexible Buttons ......................................................................................................................... 4
Directory Number [DN] Buttons ................................................................................................ 5
Soft Keys ......................................................................................................................................... 5
Chapter 2 Features
Feature Interaction .......................................................................................................................... 8
Agent Telephone Status .................................................................................................................. 9
Agent Assistance ........................................................................................................................... 10
Logging In/Out .............................................................................................................................. 11
Supervisor Log In/Out .............................................................................................................. 11
Agent Log In/Out ..................................................................................................................... 12
Agent/Queue Status .................................................................................................................. 13
Call Monitoring ............................................................................................................................. 16
End of ACD Shift .......................................................................................................................... 18