Toshiba CIX-SG-CCACD-VB 用户手册

ACD Group Supervisors must use a Toshiba Strata 3000-series digital telephone with 
an LCD. The LCD provides important information about the ACD Group or an 
individual Agent's activities.

The ACD Group Supervisor’s log in enables access to features that are exclusive to 
Supervisors.

•

Start/End Shift

 is used to start an ACD shift. It toggles to End Shift when 

pressed again. End Shift prevents calls from entering the ACD queue. 

•

Another ACD button is 

Monitor Call

, which enables Supervisors to monitor 

Agent’s conversations on ACD calls. Supervisors can also participate in the call by 
pressing 

Join

.

•

Both Agents and Supervisors can display the queue status, but Supervisors can 
display the call status of individual Agents. 

•

Agents can call the ACD Group Supervisor for help with an ACD call. The 
Supervisor can talk to the agent with the ACD call on hold, or talk exclusively to 
the caller while the Agent drops out, or participate in a three-way conversation 
with the Agent and the ACD caller.

•

Supervisors can opt to log in as an Agent in order to alleviate heavy call loads.

The Strata 3000-series digital telephone with an LCD and typical ACD feature buttons 
is shown on the next page. The button names are recommended by Toshiba. If your 
button names are different, see the System Administrator or your ACD Supervisor for 
the definitions.