Toshiba PERCEPTION 4000 Bedienungsanleitung

TOSHIBA

BUSINESS

TELEPHONE

SOLUTIONS

PERCEPTION

4000

ACD AGENT

QUICK

REFERENCE

GUIDE

■STANDARD LOGIN

To Login for ACD Operation:

■Press the LOG key.

■Enter the 2-digit number of your ACD group

_____.

■Enter your 3-digit agent identification (ID) code

_____.

■STANDARD LOGOUT

To Logout from ACD Operation:

■Press the LOG key.

■REMOTE LOGIN

To Perform Remote Login:

■Press the prime line key (or go off-hook).

■Enter the Remote Login access code _____.

■Enter the 2-digit number of your ACD group

_____.

■Enter your 3-digit agent ID code _____.

■Listen for success tone.

■Hang up.

■REMOTE LOGOUT

To Perform Remote Logout:

■Press the prime line key (or go off-hook).

■Enter the Remote Logout access code _____.

■Listen for success tone.

■Hang up.

■ANSWERING AN ACD CALL

To Answer an ACD Call From an Idle

Station:

■Press the ACD agent line (AGE) key.

■Converse with the ACD party.

To Answer an ACD Call From an Idle

Station with Automatic Answer

Activated:

■Listen for a short burst of tone, which indicates

the arrival of a call.

■The call will be automatically answered and the

telephone’s speaker and microphone will be

activated (or headset operation will be

activated).

■Converse with the ACD party.

ACD AGENT

QUICK REFERENCE GUIDE

-1-

■PLACING AN OUTGOING CALL

To Place an Outgoing Call:

■Press the ACD agent line (AGE) key.

…or…

Press the prime line key (on a multi-line station).

…or…

Go off-hook (on a single-line station).

■Listen for dial tone.

■Dial the desired directory number.

…or…

Press a call-originating feature access key.

Note:

Outgoing calls cannot be made from an ACD

station if the station is either logged out or in the

Unavailable mode.

■AFTER CALL WORK MODE

To Cancel After Call Work Mode:

■Press the Work Mode Cancellation (CANC)

access key.

…or…

Select a non-ACD line and enter the Work

Mode Cancellation access code _____.

■Listen for success tone.

■Hang up.

■ASSISTANCE CALLING

FEATURE ACCESS KEY OPERATION

From an Idle Station:

■Press the Assistance (ASST) key.

• Listen for ringback tone.

• After conferring with your supervisor, hang up

to terminate the call.

• If you receive busy tone, you can remain off-

hook and wait for success tone in order to

initiate the Camp-on feature.

• If you receive reorder tone, hang up.

From a Talking State:

■Press the ASST key. The caller will be

automatically placed on hold.

• Listen for ringback tone.

• Confer with your supervisor, then press the

Release (RLS) access key to return to the

held call.

…or…

Press the CONF/TRNS key to form a three-

way conversation.

…or…

Hang up to transfer the call to your

supervisor.

ACD AGENT

QUICK REFERENCE GUIDE

-2-

• If you receive busy tone, you can remain off-

hook and wait for success tone, in order to

activate the Camp-on feature.

• If you receive reorder tone, press the RLS

key to return to the caller on hold.

FEATURE ACCESS CODE OPERATION

From an Idle Multi-line Station:

■Select the ACD line.

■Enter the Assistance access code _____.

• Listen for ringback tone.

• After conferring with your supervisor, hang

up.

• If you receive busy tone, remain off-hook and

wait for success tone, in order to activate the

Camp-on feature.

• If you receive reorder tone, hang up.

From an Idle Single-line Station:

■Go off-hook.

■Enter the Assistance access code _____.

• Listen for ringback tone.

• After conferring with your supervisor, hang

up.

• If you receive busy tone, remain off-hook and

wait for success tone, in order to activate the

Camp-on feature.

• If you receive reorder tone, hang up.

From a Talking State (Multi-line

Station):

■Press the CONF/TRNS key.

■Enter the Assistance access code _____.

• Listen for ringback tone.

• After conferring with your supervisor, press

the RLS key to return to the held call (if

applicable).

…or…

Press the CONF/TRNS key to form a three-

way conversation.

…or…

Hang up to transfer the call to your

supervisor.

• If you receive busy tone, remain off-hook and

wait for success tone, in order to activate the

Camp-on feature.

• If you receive reorder tone, press the RLS

key to return to the caller on hold.

ACD AGENT

QUICK REFERENCE GUIDE

-3-

From a Talking State (Single-line

Station):

■Press the telephone hookswitch.

■Enter the Assistance access code _____.

• Listen for ringback tone.

• After conferring with your supervisor, press

the hookswitch to form a three-way

conversation.

…or…

Hang up to transfer the call to your

supervisor.

• If you receive busy tone, remain off-hook and

wait for success tone, in order to activate the

Camp-on feature.

• If you receive reorder tone, press the

hookswitch to return to the caller on hold.

■HEADSET OPERATION

To Initiate Headset Operation:

■Attach the telephone headset to your multi-line

telephone.

■Press the Headset Mode (HSM) access key.

■Another press of the HSM key will deactivate

Headset Operation.

To Activate On-hook/Off-hook Status:

■Press the Headset Control (HSC) access key.

■By alternatively pressing the HSC key, your

telephone will be placed on- and off-hook.

■INTRA-GROUP CALL PICKUP

To Pick up a Call Ringing at Another

ACD Station:

■Press the Intra-Group Call Pickup (ACDP) key.

…or…

Access the ACD line (for single-line phones, go

off-hook) and enter the Intra-Group Call

Pickup access code _____.

■Listen for recall dial tone.

■Enter the agent ID code of the station at which

the ACD call is ringing.

■UNAVAILABLE MODE

FEATURE ACCESS KEY OPERATION

■Press the Status (STAT) key to activate the

Unavailable mode.

■Press the STAT key again to return to the

Available mode.

ACD AGENT

QUICK REFERENCE GUIDE

-4-

FEATURE ACCESS CODE OPERATION

From an Idle Multi-line Station:

■Access the ACD line.

■Enter the Unavailable access code _____ to

activate the Unavailable mode.

…or…

Enter the Available access code _____ to

return to the Available mode.

■Listen for success tone.

■Hang up.

From an Idle Single-line Station:

■Go off-hook.

■Enter the Unavailable access code _____ to

activate the Unavailable mode.

…or…

Enter the Available access code _____ to

return to the Available mode.

■Listen for success tone.

■Hang up.

From a Talking State (Multi-line

Station):

■Press the CONF/TRNS key.

■Listen for recall dial tone.

■Enter the Unavailable access code _____ to

activate the Unavailable mode.

…or…

Enter the Available access code _____ to

return to the Available mode.

■Listen for success tone.

■Press the Release (RLS) access key to

reconnect to the caller on hold.

From a Talking State (Single-line

Station):

■Press the telephone hookswitch.

■Listen for recall dial tone.

■Enter the Unavailable access code _____ to

activate the Unavailable mode.

…or…

Enter the Available access code _____ to

return to the Available mode.

■Listen for success tone.

■Press the hookswitch again to reconnect to the

caller on hold.

ACD AGENT

QUICK REFERENCE GUIDE

-5-

■WORK UNIT ENTRY

FEATURE ACCESS KEY OPERATION

To Enter an ACD Work Unit:

■Press the Work Unit (WRKU) access key.

■Enter the appropriate 2-digit Work Unit number.

FEATURE ACCESS CODE OPERATION

To Enter an ACD Work Unit (Multi-line

Station):

■Press the CONF/TRNS key.

■Listen for recall dial tone.

■Enter the Work Unit access code _____.

■Enter the appropriate 2-digit Work Unit number.

■Listen for success tone.

■Press the Release (RLS) access key.

To Enter an ACD Work Unit (Single-

line Station):

■Press the telephone hookswitch.

■Listen for recall dial tone.

■Enter the Work Unit access code _____.

■Enter the appropriate 2-digit Work Unit number.

■Listen for success tone.

■Press the hookswitch again to reconnect to the

caller on hold.

ACD AGENT

QUICK REFERENCE GUIDE

-6-

Toshiba America Information Systems, Inc.

Telecommunication Systems Division

9740 Irvine Boulevard, Irvine, CA 92718

(714) 583-3700

Item Number: P4K-QR-ACDAGTR2

4010336

ACD AGENT

QUICK REFERENCE GUIDE

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