Toshiba Strata CIX DP-5000 series Quick Manual

Brand: Toshiba

Model: Strata CIX DP-5000 series

Type: Quick Manual

Handset Key Description

Voicemail Notification Key

Mute Key

Redial Key

Hands free / Loudspeaker Key

Volume Up / Volume Down

Transfer Key

Hold Key

Speed Dial Key

Issue 6 20.11.14

Toshiba

Supervisor Handset

Quick Guide

(DP5000 Handsets)

Responding to a help request

The supervisor can accept or deny the agent’s call

by pressing their soft keys in the display. If the

supervisor accepts help – the agent can then choose

to talk to the supervisor keeping the caller on hold,

press Join to conference or return to go back to the

caller.

Call Back

When you have dialed a busy extn, press the ACB

key above key to set an automatic call back on

the extn. Your phone will ring when they are free.

Press Internal key

Press Log in / out key

Enter Agent number ___________

press #

Enter password ___________ or # if no password

being used

Enter group number _________ followed by # or

press * for all groups

[As a supervisor you have the option in the display

of choosing 1 to take calls and 2 to not take calls]

Log out (At end of shift)

Press Log in / out key

Press OK in the display above the Mode key

Display

Screen will show number of agents logged in out of

a total and queue name

e.g. A 1 / 1 = Agents logged in / total

CW 0 = Number of calls waiting

If agent is a member of more than one group they

can press their scroll key to move the screen across

Unavailable

Press the Unavailable key when going away from

your desk, this will temporarily log you out of the

Group. Press the Unavailable key to re-enter the

group

ACD Pickup

Press this key to answer another agents phone

Wrap up

The agent is put into a wrap up period after they

have finished an ACD call, if they do not require

this time out period they can press their Wrap Up

key to skip it

Basic call handling

Answer a call

lift receiver or press headset switch if using a

headset

Make a call

lift receiver and dial 9 and telephone number or

dial number without lifting receiver for a handsfree

call

Dial by name

Press “Mode” in the display, select the type of

search (E.G. int. = internal directory) then type the

name using the dial pad e.g press the 5 key 3 times

to get the L. Press find to search for name, press

“Call” to call number in display or “Next/Prev” to

search through other names.

Hold a call

Press the fixed key once (System hold or

twice for exclusive hold)

Retrieve a held call

Press the green flashing line key

Transfer a call

Press the key, dial the extension number,

announce call and replace receiver (Or press

headset switch if using as headset)

Retrieve a call

If there is no reply from the extension, press the

green flashing line key to return to the

caller or press underneath Rtrn in the display

Possible Keys Programmed:-

ACD Log in/out

By pressing their internal key and the ACD Login

key the system will prompt the agent to log in to

the group by entering the group number. Key

also used for logging out of the group

ACD Unavailable

The agent needs to press this key when they are

leaving their seat

Help

When an agent requests help, the supervisor’s

phone will ring, they can then select Accept or

Deny by pressing their soft display keys

ACD Monitor

The supervisor can press Spkr / Monitor then

enter agent number followed by #. They can now

hear the conversation through their speaker. To

cancel press Monitor again.

ACD Join

Whilst monitoring a call the supervisor can press

their Join key to intrude / participate in the

conversation.

ACD pickup

By pressing this key the agent can intercept

another call ringing on another ACD agent’s

phone

ACD status

Pressing this key will show details of the agents

logged in

Wrap up

When the agent finishes an ACD call they are put

into a wrap up period, if they press their wrap up

key it will skip this time out period

Toshiba Strata CIX DP-5000 series Quick Manual

Toshiba Strata CIX DP-5000 series Quick Manual

Toshiba Strata CIX DP-5000 series Quick Manual

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