Toshiba Strata CS - Manual (Page 205)

C HAPTER 17. W ORKING AS A C ALL C ENTER A GENT 17-7
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
Placing calls from a queue ______________________________
If you are a call center agent and you place a call at your desk using the telephone
or the Client, by default Strata CS marks the call as a call made by you. However,
you may need to place outgoing calls as part of your work as a call center agent.
Such calls in Strata CS can be marked as calls from the queue—not as calls from
your extension—so that reports on queue activity accurately reflect agent
performance.
Marking all calls
To mark all subsequent outbound calls as queue calls, pick up your phone and
press
*14<queue’s extension># . All calls that are made from your station are
now logged as calls that are made by the queue and the calls appear in the Call
Logs and Call Monitors of all call center agents in the queue. The calls do not
appear on the My Phone tab in your Call Monitor.
To switch back, and mark subsequent outbound calls as being from you, press
*14# . All subsequent calls from your station are now marked as being placed by
you. These calls appear only in your Call Monitor and only in your Call Log.
Important: When you mark all your calls as being from the queue, they continue
to be marked as being from the queue — even after you sign out — until you reset
them by pressing *14#. When you are done placing outbound queue-related calls,
you must press *14# to reset your subsequent calls as being from yourself.
If you share a station, log into Strata CS and then mark your calls.
Finding out how calls are currently marked
To learn how outbound calls from a station are currently marked, pick up the
station and press *0. The station information recording includes the line, “The
default extension is
<Ext.> calling as <Name> .”
n
<Ext.> is the extension of the last user who logged in at the station.
n
<Name> is the person or queue that outbound calls are marked as being
from.
For example, the recording might say, “The default extension is 555 , calling as
Sales Queue .”
The Client’s status bar also displays whether outbound calls are marked as being
from someone else. See “The status bar” on page 7-7.