Filter
Top Products
About agents’ personal status and state........................................ C-13
Monitoring the position of agents in the queue .............................. C-13
Monitoring queue statistics using the phone.................................. C-16
Supervising other agents’ calls.......................................................... C-16
Viewing when agents are being monitored.................................... C-17
Managing agents’ status.................................................................... C-18
Signing agents in or out of a queue ............................................... C-18
Changing an agent’s personal status............................................. C-19
Managing a queue’s voice mailbox.................................................... C-20
Managing queue voice messages on the telephone ..................... C-20
Appendix D. Working as an Agent in an ACD Workgroup ........... D-1
About participating in an ACD workgroup............................................ D-2
Use of the Strata CS ViewPoint ....................................................... D-2
Marking yourself ready and unavailable .............................................. D-2
Using the Call Monitor ......................................................................... D-3
Receiving a call.................................................................................... D-3
Placing ACD workgroup calls .............................................................. D-4
Taking a break..................................................................................... D-4
Listening to the ACD workgroup’s voicemail ....................................... D-4
Viewing the ACD workgroup’s contacts and Call Log.......................... D-4
Appendix E. Using the Strata CS Archived Recording Browser . E-1
Running the Archived Recording Browser............................................E-1
Searching for recordings.......................................................................E-2
Starting a new search........................................................................E-2
Saving your current search ...............................................................E-8
Loading a saved search ....................................................................E-8
Managing individual recordings ............................................................E-8
Acting on archived call recordings........................................................E-9
Checking the archive for missing audio files.......................................E-11
Purging archived recordings...............................................................E-11
Importing a recording archive from Strata CS 6.x...............................E-12
Appendix F. Using the Strata CS H.323 SoftPhone........................F-1
About the Strata CS H.323 SoftPhone .................................................F-2
Recommended USB phones ............................................................F-2
SoftPhone requirements....................................................................F-3
Defining the Strata CS SoftPhone as your external station..................F-3
Using the Strata CS SoftPhone ............................................................F-4
Starting the Strata CS SoftPhone .....................................................F-4
Showing the SoftPhone keypad window...........................................F-5