Work Unit - Toshiba Strata CT Manual

Acd agent guide

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Work Unit

The Work Unit feature enables tracking of ACD calls by assigning Work Unit codes. The tracking is

useful, because of the information that can be collected, for example, response to sales campaigns,

calls from a particular area, etc.

The coded information is recorded by Management Information Systems (MIS) (if the system is

equipped with MIS) and sent to the system Station Message Detail Report (SMDR) for printing.

Work Unit codes must be entered correctly for proper registration. If you only enter one digit, and the

code is two digits, the call is not registered until you have recorded the second digit. You are not

allowed to re-enter a code to correct an inaccurate entry until the correct number of digits has been

entered even if they are incorrect.

Multiple Work Units can be entered for the same call, but only the last code entered is the one

registered in the system SMDR report. Only the current code is shown on the MIS displays, but all of

the entered codes are listed on the MIS reports.

Work Units are not registered on PBX or non-ACD calls.

To enter a Work Unit code

Work Unit

1. Press

Cnf/Trn

...or

2. Enter the Work Unit digits.

You are prompted to enter the Work

Unit code.

#4038

and

Conversation is not interruped and

the Work Unit LED does not turn on.

This feature works only during an

ACD call.

The digits are displayed on the LCD as entered, and the LCD

returns to a normal display after the last digit is entered.

QUE#000 AGT GP01

ENTER STRK DIAL

Strata CT ACD Agent November 2001

Features

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