Alcatel-Lucent OmniTouch Contact Center Standard Edition. Agent on Analog Set. Phone Guide R10.0
|
|
- Isabel Mitchell
- 8 years ago
- Views:
Transcription
1 Alcatel-Lucent OmniTouch Contact Center Standard Edition Agent on Analog Set Phone Guide R10.0
2 Legal notice: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks are the property of their respective owners. The information presented is subject to change without notice. Alcatel-Lucent assumes no responsibility for inaccuracies contained herein. Copyright 2012 Alcatel-Lucent. All rights reserved. The CE mark indicates that this product conforms to the following Council Directives: /108/EC (concerning electro-magnetic compatibility) /95/EC (concerning electrical safety) /5/EC (R&TTE)
3 Chapter 1 General Overview Phone Set CC Functions Chapter 2 Set Log On Overview Log on without Identification (Fixed Agent) Ordinary Agent Self-Assignable Agent Log on with Identification (Mobile Agent) Chapter 3 Idle Set Functions overview Temporary Unavailability
4 Manual Wrap-Up Supervisor Call Agent Welcome Guide Chapter 4 Set in End of Communication Overview Automatic Wrap-Up Pause between Calls Chapter 5 Set Log Off Chapter 6 Glossary Definitions Acronyms
5 1.1 Overview This guide presents the OmniTouch Contact Center - Standard Edition features for Analog set. All the CC functions described in this guide apply an agent: - Logged on to the CC application - Present in an active group - With a CC phone set 1.2 Phone Set CC Functions CC Functions are accessible on the phone set by dialing an ACD prefix followed by a specific digit. CC functions are displayed in the following table: Functions Activation Use this function to: Unavailability Prefix ACD + 1 Unavailable for group (agent is still available to receive internal or external personal calls) Wrap-Up Prefix ACD + 2 Perform off-line tasks (agent is not available for new calls) Supervisor Prefix ACD + 3 Contact the supervisor Log off Prefix ACD + 5 Log out of system - leave group Log on Prefix ACD + 6 Log on to the system - join group Welcome guide Prefix ACD + 92 Manage welcome guide message 1-1
6 Chapter 1 1-2
7 2.1 Overview The Log on procedure will depend on the type of agent: - Fixed agent: agent who is associated to a specific set and can only log on to this set. - Mobile agent: agent who is not associated to a specific set and can log on to any set not associated to another agent. There are two ways that an agent can log on to the system: - Ordinary agent: agent who is automatically assigned to a group after logging on. - Self-assignable agent: agent who can select a group from a list after logging on. 2.2 Log on without Identification (Fixed Agent) Ordinary Agent Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and associated with an agent number. Procedure: 1. Off-hook and dial ACD prefix followed by digit Enter your password. Note: This password request is required or not according to the system management. Results: Once the "Log on" procedure has been accepted, the results depend on the agent states: - Pre-assigned agent - Agent assigned and available in an open group - Agent assigned and unavailable for an open group - Agent assigned and available in a manually closed group - Agent assigned and unavailable in a manually closed group - Agent assigned and unavailable in an automatically closed group Self-Assignable Agent Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and associated with an agent number. Procedure: 1. Off-hook and dial ACD prefix followed by digit
8 Chapter 2 2. Enter your password. Note: This password request is required or not according to the system management. 3. Wait for the voice guide prompting you to enter the number of the group to which you want to be assigned. Results: Once the "Log on" procedure has been accepted, the results depend on the agent states: - Agent assigned and available in an open group - Agent assigned and unavailable for an open group - Agent assigned and available in a manually closed group - Agent assigned and unavailable for a manually closed group - Agent assigned and unavailable for an automatically closed group 2.3 Log on with Identification (Mobile Agent) Role: This function lets you log on as an agent. Prerequisites: This function is accessible if your set is idle, declared "Authorized phone set " and not associated with an agent number. Procedure: 1. Off-hook and dial ACD prefix followed by digit 6 2. Enter your identification number (agent directory number). 3. Enter your password. Note: This password request is required or not according to the system management. Results: Once the "Log on" procedure has been accepted, the results are the same as for the "Log on without identification (see Log on without Identification (Fixed Agent) ). 2-2
9 3.1 Functions overview Functions Unavailability Wrap-Up Supervisor Use this function to: Perform a temporary unavailability for group (agent is still available to receive internal or external personal calls) Perform off-line tasks (agent is not available for new calls) Call supervisor directly Welcome guide Access welcome guide message management Log Off Log out of system - leave group 3.2 Temporary Unavailability Role: This function makes you unavailable temporarily from the group. Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between calls" state. Procedure: 1. Off-hook and dial ACD prefix followed by digit 1. Note: In addition, if prompted by a voice guide, you must also indicate the type of temporary unavailability taken into account at statistics level. There are 9 different unavailability types. 2. Enter a digit (1 to 9) corresponding to the type of unavailability that you want your set to assume. Results: A voice guide informs you whether the operation has been taken into account or not. To exit from the "Unavailable" state and return to the previous state, off-hook and dial ACD prefix followed by digit Manual Wrap-Up Role: This function lets you carry out non telephone operations without being available for any other type of call. Prerequisites: This function is accessible if your set is in "Idle" or "Pause between calls" states. Procedure: Off-hook and dial ACD prefix followed by digit 2. To exit from the "Wrap-Up" state and come back to the previous state, off-hook and dial ACD prefix followed by digit 2 or wait for the end of the "Wrap-Up" timer. 3.4 Supervisor Call Role: This function is used to call the supervisor. 3-1
10 Chapter 3 Prerequisites: This function is accessible if your set is in "Idle", "WrapUp" or "Pause between calls" states. Procedure: Off-hook and dial ACD prefix followed by digit 3. Results: - If no supervisor is present, the system rejects the call and a voice guide informs you that this operation is not authorized. - If the supervisor is busy, a voice guide is played and indicates any authorized applications with their associated suffix. Functions Call on speaker Call back Queue Use this function to: Speak on the loudspeaker of the called set Prompt the supervisor to call you back Inform you the calls waiting in the group - If the supervisor is in idle state, the supervisor set is rung. 3.5 Agent Welcome Guide Role: This function allows you to program an agent welcome guide on your set. This guide will be broadcast to external CC callers when your set is off hooked. Prerequisites: This function is accessible if your set is in "Idle", "Wrap-Up" or "Pause between calls" states. Procedure: Off-hook and dial ACD prefix followed by digit 92. Results: Wait for broadcast of the welcome guide, then hang up. Note 1: A voice guide is transmitted if no agent welcome guide has been configured for your set. To deactivate welcome guide broadcast on your set, off-hook and dial ACD prefix followed by digit 92. A voice guide informs you if this operation has been successful or not. Note 2: A voice guide is transmitted if no agent welcome guide has been configured for your set. 3-2
11 4.1 Overview At the end of communication and depending on system management, your set may first change to "Wrap-Up" phase and then to "Pause between calls" phase. 4.2 Automatic Wrap-Up Role: At the end of a communication, the set returns to the automatic "Wrap-Up" state. This phase is used to carry out non telephone operation. During this period, your set is not available to receive any type of call. To exit from the "Wrap-Up" phase, dial ACD prefix followed by digit 2 or wait for the corresponding time-out. The set changes to "Pause between calls" state. 4.3 Pause between Calls Role: This phase starts as soon as the "Wrap-Up" phase is terminated. The "Pause between calls" phase lets you deal with personal (local and external) calls. To re-activate the "Wrap-Up" phase, off-hook and dial ACD prefix followed by digit 2 (see: module Agent on Analog Set - Idle Set - Manual Wrap-Up ). 4-1
12 Chapter 4 4-2
13 Role: This function lets you disconnect from the calls distribution system. Prerequisites: A pre-assigned or assigned agent can log off the set when the set is in an "Idle", "Wrap-Up" or "Pause" state. Procedure: 1. Off-hook and dial ACD prefix followed by digit On system prompt, enter your password. Result: Once the "Logoff" procedure has been accepted, the set returns to the business position. Note: Depending on system configuration, the agent may not be allowed to disconnect the set if he is the last assigned agent in the group. 5-1
14 Chapter 5 5-2
15 6.1 Definitions - Log On: connection to calls distribution system. - Log Off: disconnection from calls distribution system. - Ordinary agent: agent who cannot choose his group during the Log On. He is associated to a specific set and can only log on to this set. - Mobile agent: agent who can choose his group during the Log On. He is not associated to a specific set and can log on to any sets not associated to another agent. - Self-assignable agent: agent who can log on to any available group. - Wrap-Up: this is the period at the end of the communication, during which the set will not be called. This period can be extended by the manual "Wrap-Up" operation. This period is additional to the pause between two calls. - Pre-assigned: set which can log on but which is not part of a calls distribution system group. - Pilot: call number of a calls distribution system, reached by correspondents calling the number. - Group: processing group where agents log in to process calls received from calls distribution system. - Unavailability: set which is unavailable for the group to which it belonged. When the set returns to the group, it is re-integrated in the same place that it occupied before unavailability. - Business state: agent set state as regards the "Business" facilities, namely whether the set is forwarded, padlocked, etc. - Private state: state of the agent "Private" set as regards the "Business" facilities, namely whether the "Private" set is forwarded, padlocked, etc. 6.2 Acronyms - ACD: Automatic Call Distribution (generic acronym for Contact Center Distribution). - CC: Contact Center. - OTCC: OmniTouch Contact Center. 6-1
16 Chapter 6 6-2
Alcatel-Lucent OmniTouch Contact Center Standard Edition. Agent on VoIP Plug-in R10.0
Alcatel-Lucent OmniTouch Contact Center Standard Edition Agent on VoIP Plug-in R10.0 Legal notice: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other
More informationUser Manual. Call Center - Agent Assistant Application
User Manual Call Center Agent Assistant Application Release 8.0 September 2010 Legal notice: Alcatel, Lucent, AlcatelLucent and the AlcatelLucent logo are trademarks of AlcatelLucent. All other trademarks
More informationUser Manual. Call Center - Supervisor Application
User Manual Call Center - Supervisor Application Release 8.0 - September 2010 Legal notice: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks
More informationUser Manual. Call Center - Agent Assistant Application
User Manual Call Center Agent Assistant Application Release 9.1 April 2013 Legal notice: Alcatel, Lucent, AlcatelLucent and the AlcatelLucent logo are trademarks of AlcatelLucent. All other trademarks
More informationUser Manual. Call Center - Statistics Application
User Manual Call Center - Statistics Application Release 9.2 - February 2014 Legal notice: Alcatel, Lucent, Alcatel-Lucent and the Alcatel-Lucent logo are trademarks of Alcatel-Lucent. All other trademarks
More informationTitle page. IP Phone 2004. Call Center User Guide. Nortel Communication Server 1000
Title page Nortel Communication Server 1000 IP Phone 2004 Call Center User Guide Revision history Revision history May 2007 Standard 01.01. This document is issued to support Communication Server 1000
More informationOmniTouch 8400 Instant Communications Suite. My Instant Communicator for Microsoft Outlook User guide. Release 6.7
OmniTouch 8400 Instant Communications Suite My Instant Communicator for Microsoft Outlook User guide Release 6.7 8AL 90243USAD ed01 Sept 2012 Table of contents 1 MY INSTANT COMMUNICATOR FOR MICROSOFT OUTLOOK...
More informationAnnouncements User Manual (KPN)
Vox Novo Office Announcements User Manual (KPN) Legal notice: KPN and the KPN logo are trademarks of KPN. All other trademarks are the property of their respective owners. The information presented is
More informationCall Center - Supervisor Application User Manual
Forum 700 Call Center Supervisor Application User Manual Legal notice: Belgacom and the Belgacom logo are trademarks of Belgacom. All other trademarks are the property of their respective owners. The information
More informationOpenTouch Conversation for iphone Release 2.0.x
OpenTouch Conversation for iphone Release 2.0.x User guide OpenTouch Business Edition OpenTouch MultiMedia Services 8AL90884USAB ed01 1412 1. README FIRST 3 2. START OPENTOUCH CONVERSATION 3 2.1. START
More informationFeature Reference. Features: Call Forwarding Call Waiting Conference Calling Outbound Caller ID Block Last Call Return VoiceMail
Feature Reference This document will provide you with information on and how to use the following features of your phone service with Standard Broadband. Features: Call Forwarding Call Waiting Conference
More informationDesktop Reference Guide
Desktop Reference Guide 1 Copyright 2005 2009 IPitomy Communications, LLC www.ipitomy.com IP550 Telephone Using Your Telephone Your new telephone is a state of the art IP Telephone instrument. It is manufactured
More informationYour First REFLEXES terminal provides simple and quick access to all the services and functions offered by your Alcatel OmniPCX 4400 system.
Alcatel OmniPCX 4400 User guide First REFLEXES Alcatel OmniPCX 4400 Your First REFLEXES terminal provides simple and quick access to all the services and functions offered by your Alcatel OmniPCX 4400
More informationWiLine Networks. Phone Feature Guide
WiLine Networks Phone Feature Guide Copyright Disclaimer Trademarks and patents Copyright 2009, WiLine Networks All rights reserved. This document may not be copied or otherwise reproduced, in whole or
More informationExecutone Phone Instructions (Not All Phones Have All Features)
Executone Phone Instructions (Not All Phones Have All Features) To Reach Any Internal Extension: Press the Hands-free key or lift the handset. Enter the extension number or press the name key. To Take
More informationTitle page. IP Phone 1140E. Call Center User Guide. Nortel Communication Server 1000
Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Revision history Revision history May 2007 Standard 01.01. This document is up-issued to support CS 1000 Release 5.0.
More informationExtended Communication Server Virtual Desktop and MCC User Guide
Extended Communication Server Virtual Desktop and MCC User Guide April 2010 AlcatelLucent Office Communication Solutions All Rights Reserved AlcatelLucent 2010 Legal notice: Alcatel, Lucent, AlcatelLucent
More informationCall Center - Agent Application User Manual
Forum 700 Call Center Agent Application User Manual Legal notice: Belgacom and the Belgacom logo are trademarks of Belgacom. All other trademarks are the property of their respective owners. The information
More informationOmniTouch 8600 My Instant Communicator Mobile Edition for BlackBerry Release 4.1. User guide. OpenTouch (OpenTouch User)
OmniTouch 8600 My Instant Communicator Mobile Edition for BlackBerry Release 4.1 User guide OpenTouch (OpenTouch User) June 2012 Table of content 1 INTRODUCTION... 3 1.1 BUSINESS MODE... 3 1.2 PRIVATE
More informationAutomatic Call Distribution (ACD) AGENT USER GUIDE. 76-110-0430/E Release 5 Issue 1
Automatic Call Distribution (ACD) AGENT USER GUIDE 76-110-0430/E Release 5 Issue 1 76-110-0430/E Release 5 Issue 1 Automatic Call Distribution (ACD) AGENT USER MANUAL Telrad Telecommunications Inc. Woodbury,
More informationAnalog Business Phone User Guide
Analog Business Phone User Guide Emergency To dial 911 for emergency service, you must dial the Outside Access Digit first (usually 9) + 911. Customer Service / Technical Support (919) 459-2300, option
More informationShoreTel Contact Center Using ShoreWare Agent Toolbar
ShoreTel Contact Center Using ShoreWare Agent Toolbar USER GUIDES RELEASE 6 Document and Software Copyrights Copyright 1998 2010 ShoreTel, Inc. All rights reserved. Printed in the United States of America.
More informationHQBN USMC HENDERSON HALL Telephone System Call Pilot Voice Messaging
HQBN USMC HENDERSON HALL Telephone System Call Pilot Voice Messaging Dialing Instructions WELCOME TO CALL PILOT VOICE MAIL Call Pilot voice mail is easy to use. Call Pilot guides you with audible prompts
More informationPolycom Conference Phone Quick Reference Guide ACC-1144 PUG
ACC-1144 PUG Polycom Conference Phone Quick Reference Guide Table of Contents INTRODUCTION TO YOUR POLYCOM CONFERENCE PHONE... 2 WELCOME... 2 CONFERENCE PHONE... 2 HOW TO USE YOUR POLYCOM CONFERENCE PHONE...
More informationAlcatel-Lucent OmniPCX Enterprise Communication Server
Alcatel-Lucent OmniPCX Enterprise Communication Server Alcatel-Lucent IP Touch 4018 Phone Alcatel-Lucent IP Touch 4008 Phone Alcatel-Lucent 4019 Digital Phone User manual Introduction How to use this
More informationExtended Communication Server Fax Server User Guide
Extended Communication Server Fax Server User Guide April 2010 Alcatel-Lucent Office Communication Solutions All Rights Reserved Alcatel-Lucent 2010 Legal notice: Alcatel, Lucent, Alcatel-Lucent and the
More informationSection 8 Scheduler. Alcatel-Lucent OmniVista 4760 Network Management System
Alcatel-Lucent OmniVista 4760 Network Management System Section 8 Scheduler Alcatel-Lucent OmniVista 4760 Network Management System All Rights Reserved Alcatel-Lucent 2011 Legal notice: Alcatel, Lucent,
More informationAlcatel Easy Reflexes. Alcatel OmniPCX Enterprise
Alcatel Easy Reflexes Alcatel OmniPCX Enterprise How to use this guide You have an Alcatel Easy REFLEXES digital telephone. Actions Off-hook Display Hang up Description of an action or context Partial
More information<Insert Picture Here> Contact Center Anywhere: Interaction Manager (IM) Overview
Contact Center Anywhere: Interaction Manager (IM) Overview What is Interaction Manager? Interaction Manager is the software that each call center agent uses to take and place customer
More informationAsterisk Voicemail User Reference
Asterisk Voicemail User Reference Chapter 1. An Overview The Asterisk PBX offers a highly flexible, highly capable voice mail system. Among the features that it offers are: Three different types of greetings.
More informationOffice Voice User Guide. User Guide
Office Voice User Guide User Guide Contents Anonymous Call Rejection 3 Call Block 3 Call Forward 4 Call Return 5 Call Waiting 5 Caller ID 6 Do Not Disturb 7 Find Me 7 Last Number Redial 8 Selective Call
More informationAlcatel-Lucent OmniPCX Enterprise Communication Server
Alcatel-Lucent OmniPCX Enterprise Communication Server Alcatel-Lucent IP Touch 408 Phone Alcatel-Lucent IP Touch 408 Phone Alcatel-Lucent 409 Digital Phone User manual Introduction How to use this guide
More informationIpiphony Phone System. User Manual. 1 P a g e
Ipiphony Phone System User Manual 1 P a g e About this Guide This guide explains how to use the basic features of your new Aastra phones. Not all features listed are available by default. Contact your
More informationMiCloud Contact Center
MiCloud Contact Center Integrated Tools for Managing and Reporting Contact Center Performance MiCloud Contact Center provides companies the sophisticated yet easy-to-use tools they need to manage, measure
More informationHow To Use A 9608 Phone On A Cell Phone On Sim Sims 2 (Satellite) On A Sims 3 (Cell Phone) On An Iphone Or Ipad Or Ipa 2 (Cellphone) On Sims 4
AVAYA 9608 SIP DESKPHONE INSTRUCTIONS MESSAGE WAITING INDICATOR YOUR PHONE 9608 PHONE INSTRUCTIONS If there are messages in your Avaya Voice Mailbox, the light on the top right corner of your telephone
More informationHosted VoIP Phone System. Admin Portal User Guide for. Enterprise Administrators
Hosted VoIP Phone System Admin Portal User Guide for Enterprise Administrators Contents Table of Figures... 3 1 About this Guide... 4 2 Accessing the Hosted VoIP Phone System Administration Portal... 5
More informationBusiness Phone Features Quick Reference Book
Business Phone Features Quick Reference Book M6 Communications Application Server Release 7.1 Supported Phones: Cisco 7902 Cisco 7905 Cisco 7906 Cisco 7910 Cisco 7911 Cisco 7912 Cisco 7914 Cisco 7940 SCCP
More informationOmniTouch 8400 Instant Communications Suite
OmniTouch 8400 Instant Communications Suite My Instant Communicator for BlackBerry Smartphones USER GUIDE June, 2009 8AL 90819 AAAA ed01 Alcatel-Lucent All Rights Reserved Alcatel-Lucent 2009 Alcatel-Lucent
More informationTitle page. IP Phone 1140E. Call Center User Guide. Nortel Communication Server 1000
Title page Nortel Communication Server 1000 IP Phone 1140E Call Center User Guide Revision history Revision history June 2010 May 2009 April 2008 May 2007 Standard 04.01. This document is up-issued to
More informationVoIP Services User Guide
VoIP Services User Guide Table of Contents Overview of Services 3 Service Numbers 4 Line Services and Codes 5 Voice Mail 12 Overview of Services This guide is about Tera-Byte's VoIP services for residential
More informationUsing Your ShoreTel 210 IP Phone
Using Your ShoreTel 210 IP Phone Document and Software Copyrights Copyright 1998 2005 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents
More informationShoreTel Enterprise Contact Center 8 Using Agent Toolbar
ShoreTel Enterprise Contact Center 8 Using Agent Toolbar November 2012 Legal Notices Document and Software Copyrights Copyright 1998-2012 by ShoreTel Inc., Sunnyvale, California, USA. All rights reserved.
More informationMultiline Telephone User Guide
NOTICE Note that when converting this document from its original format to a.pdf file, some minor font and format changes may occur. When viewing and printing this document, we cannot guarantee that your
More informationINDeX 9.1 2010 User Guide
INDeX 9.1 2010 User Guide 38DHB0002UKCK - Issue 4 (12/00) Page 2 - Contents Contents Introduction...3 2010 Phone Features...4 Making Calls...6 Speed Dials...8 PIN and Account Codes...9 Busy or Unanswered...10
More informationPLAN B. Call Forwarding Allows you to redirect all calls to another telephone number.
989-453-4321 * 1-800-292-0614 * E-mail: pgntelco@avci.net SERVING: PIGEON, TWINING, ALBA, AND LAKES OF THE NORTH PLAN B Automatic Recall This feature allows a subscriber to place a call to the source of
More informationAnonymous Call Rejection
Contents Anonymous Call Rejection 4 Call Block 5 Call Forward 6-7 Call Return 8 Call Waiting 9 Caller ID 10-11 Do Not Disturb 12 Find Me 13 Selective Call Forwarding 14 Speed Dial 15 Three-Way Calling
More informationUsing Your ShoreTel 110 IP Phone
Using Your ShoreTel 110 IP Phone Document and Software Copyrights Copyright 1998 2005 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents
More informationShoreTel 115 IP Phone User Guide
ShoreTel 115 IP Phone User Guide Document and Software Copyrights Copyright 1998 2007 by ShoreTel, Inc., Sunnyvale, California, U.S.A. All rights reserved. Printed in the United States of America. Contents
More informationMak Voip User guide Version 1 First edition: December 16 th 2011. MAK VOIP USER GUIDE (Makerere Voice over IP Guide)
Mak Voip User guide Version 1 First edition: December 16 th 2011 MAK VOIP USER GUIDE (Makerere Voice over IP Guide) Table of Contents Overview... 3 Getting help... 3 First Steps... 3 Quick start guide...
More informationTRANS-VIDEO PHONE SERVICE
TRANS-VIDEO PHONE SERVICE FEATURE GUIDE telephone number username password Manage your account online at: www.trans-video.net/voice.html CONTENTS Address Book Anonymous Call Rejection Call Block Call Logs
More informationAVAYA 9608 & 9611G IP DESKPHONE INSTRUCTIONS
AVAYA 9608 & 9611G IP DESKPHONE INSTRUCTIONS 1 MESSAGE WAITING INDICATOR PHONE DISPLAY NAVIGATION ARROWS and the OK BUTTON PHONE BUTTON MESSAGE BUTTON CONTACTS HISTORY HOME HEADSET SPEAKER VOLUME BUTTON
More informationBusiness Solutions. Page 1
2012 C Page 1 Contents Getting Started emerge Dashboard Login... 3 Main Profile Screen... 5 Group Services... 5 Auto Attendant Overview... 7 Modifying Auto Attendant Settings... 7 Auto Attendant Modify
More informationALCATEL-LUCENT OMNITOUCH CONTACT CENTER STANDARD EDITION The scalable and reliable contact center to support your business
ALCATEL-LUCENT OMNITOUCH CONTACT CENTER STANDARD EDITION The scalable and reliable contact center to support your business STRATEGIC SOLUTIONS FOR ENTERPRISES Contact centers are a critical component of
More informationAlcatel-Lucent OpenTouch Connection for Microsoft Outlook. User guide R2.0
Alcatel-Lucent OpenTouch Connection for Microsoft Outlook User guide R2.0 8AL90633USAAed01 March 2014 Table of contents 1. OpenTouch Connection for Microsoft Outlook... 3 2. Start OpenTouch Connection...
More informationPolycom 2-Line Desk Phone Quick Reference Guide
Polycom 2-Line Desk Phone Quick Reference Guide ACC-1142 PUG Table of Contents INTRODUCTION TO YOUR POLYCOM 2-LINE DESK PHONE... 2 WELCOME... 2 DESK PHONE... 2 HOW TO USE YOUR POLYCOM 2-LINE DESK PHONE...
More informationAddress Book. Store all of your contacts in your online Address Book.
Contents Address Book 4 Anonymous Call Rejection 5 Call Block 5 Call Forward 6-7 Call Logs 7 Call Return 7 Call Waiting 8 Caller ID 9 Do Not Disturb 10 Find Me 11 Outbound Caller ID Block 9 Selective Call
More informationShoreTel Enterprise Contact Center Using Agent Toolbar
ShoreTel Enterprise Contact Center Using Agent Toolbar USER GUIDES RELEASE 7 Document and Software Copyrights Copyright 1998 2011 ShoreTel, Inc. All rights reserved. Printed in the United States of America.
More informationSIP Software for IP Phone 1140E Quick Reference
For a complete user guide, refer to SIP Software Release 3.0 for IP Phone 1140E User Guide (NN43113-101). IP Phone 1140E Fixed Keys The IP Phone 1140E is available with either icon fixed keys or English
More information3300 IP Communications Platform
MITEL 3300 IP Communications Platform ACD Agent/Supervisor Guide for the Mitel 5330/5340 IP Phones NOTICE The information contained in this document is believed to be accurate in all respects but is not
More informationACD SUPERVISOR / SENIOR SUPERVISOR. User Guide for the Superset 4150 Telephone
ACD SUPERVISOR / SENIOR SUPERVISOR User Guide for the Superset 4150 Telephone DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE.
More informationTemplate 1 - Call Center
Template 1 - Call Center Basic story Description This is a normal call center, open during UVA official business hours (8AM-5PM, Monday through Friday), and closed after business hours and on weekends.
More informationAlcatel-Lucent OmniPCX Office
Alcatel-Lucent OmniPCX Office Alcatel-Lucent IP Touch 4018 Phone Alcatel-Lucent IP Touch 4008 Phone Alcatel-Lucent 4019 Digital Phone User manual Introduction How to use this guide Thank you for choosing
More informationABBREVIATED DIALING (AD)
8403 Voice Terminal Quick Reference Refer to the procedures on this card to use the voice features on your 8403 voice terminal. The features are listed in alphabetical order. In the spaces provided, write
More informationMultiline Telephone User Guide
NOTICE Note that when converting this document from its original format to a.pdf file, some minor font and format changes may occur causing slight variations from the original printed document. When viewing
More informationDon't cradle the handset! 8 Protect your hearing 9 Adjust the viewing angle 9
USER GUIDE 3300 ICP 7.0 Contents ABOUT YOUR PHONE 1 Elements of Your Phone 4 Selecting Menu Options 7 Using Your IP Phone in Remote Mode 7 About Feature Access Codes 7 For Users on Resilient 3300 ICP Systems
More informationMITEL MIVOICE BUSINESS
MITEL MIVOICE BUSINESS ACD AGENT/SUPERVISOR GUIDE FOR F THE MIVOICE 5330 AND 5340 IP PHONES NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted
More informationPlease let us know if you need anything. Our customer service number is 1-866-311-5900. We re always happy to help.
Dear Valued Customer, We are proud to welcome you to the EvenLink s Crystal Clear Digital Phone service. Our network reliability, customer support and value pricing are a great combination. We appreciate
More informationAlcatel-Lucent OmniTouch Contact Center Standard Edition The scalable and reliable contact center to support your business
Alcatel-Lucent OmniTouch Contact Center Standard Edition The scalable and reliable contact center to support your business Strategic solutions for enterprises Contact centers are a critical component of
More informationUSE OF THE PHONE SERVICE AFTER DELIVERY OF THIS DOCUMENT CONSTITUTES YOUR ACKNOWLEDGEMENT OF THE E911 NOTICE ABOVE.
E911 Notice This notice is required by the rules of the Federal Communications Commission. The Net2Phone Office Phone Service (the Phone Service ) may have E911 limitations specified below: In order for
More informationInformation Systems Cisco 7965 IP Phone Quick Reference Guide
Information Systems Cisco 7965 IP Phone Quick Reference Guide Contents Cisco 7965 IP Phone Quick Reference Guide Contents Page 2 Introduction 3 Overview of Phone 3 How Do I: 4 Place a Call? 4 Put a Call
More informationTelecommunication Systems Division. Digital Business Telephone Systems. ACD Agent Guide
Telecommunication Systems Division Digital Business Telephone Systems ACD Agent Guide April 1998 Publication Information Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves
More informationQuick Reference Book. Cisco 7940 & 7960 Series IP Phones. Business Feature Set T6000 Release 6.0 SCCP Protocol
Quick Reference Book Cisco 7940 & 7960 Series IP Phones Business Feature Set T6000 Release 6.0 SCCP Protocol 2007 Red Gap Communications, Inc. All rights reserved. Revision 20070309 Important Phone Numbers
More informationM6320 Featurephone. User Guide
M6320 Featurephone User Guide Introduction The M6320 Featurephone is a practical and convenient way to use a wide range of business telephone features, including Call Forward, Conference Calling, and Speed
More informationPHONE SERVICE QUICK GUIDE PHONE SERVICE QUICK GUIDE
PHONE SERVICE 1 Your new United Phone service is powered by the area s only fiber network, so you ll enjoy crystal-clear call quality and a variety of advanced features. We ve created this handy guide
More informationInformation Systems Cisco 7940/7942 IP Phone Quick Reference Guide
Information Systems Cisco 7940/7942 IP Phone Quick Reference Guide Contents Page: Cisco 7940/7942 IP Phone Quick Reference Guide Contents 2 Introduction 3 Phone Overview 3 How Do I: 4 Place a Call? 4 Put
More informationWhat do you get with Call Centre ACD that you don t get with a hunt group?
BT Cloud Voice Call Centre Automatic Call Distribution What is it? Cloud Voice has a Call Centre ACD to distribute incoming calls from a single central phone number to multiple agents in a site. Incoming
More informationACD 2000 Agent Guide for the Superset 4015
ACD 2000 Agent Guide for the Superset 4015 DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS AFFILIATES,
More informationAlcatel-Lucent OmniPCX Enterprise Communication Server
Alcatel-Lucent OmniPCX Enterprise Communication Server Alcatel-Lucent IP Touch 408 Phone Alcatel-Lucent IP Touch 408 Phone Alcatel-Lucent 409 Digital Phone User manual Introduction How to use this guide
More informationAlcatel-Lucent OmniPCX Enterprise Free Desktop. Free Desktop version 3.0.1 Linux Installation Guide
Alcatel-Lucent OmniPCX Enterprise Free Desktop Free Desktop version 3.0.1 Linux Installation Guide Alcatel-Lucent Services for Enterprise All Rights Reserved Alcatel-Lucent 2008 Legal notice Alcatel, Lucent,
More informationAUTOMATIC CALL DISTRIBUTION (ACD) INSTALLATION MANUAL
Notice Note that when converting this document from its original format to a.pdf file, some minor font and format changes may occur. When viewing and printing this document, we cannot guarantee that your
More informationDialog 4220 Lite / Dialog 3210
Dialog 4220 Lite / Dialog 3210 BusinessPhone Communication Platform User Guide Cover Page Graphic Place the graphic directly on the page, do not care about putting it in the text flow. Select Graphics
More informationContents. Note: Feature commands and/or functionality may vary dependent on the telephone equipment you choose to use with this product.
Contents Address Book 4 Anonymous Call Rejection 5 Call Block 5 Call Forward 6-7 Call Hold 7 Call Log 8 Call Return 8 Call Waiting 9 Caller ID 10 Outbound Caller ID Block 10 Outbound Caller ID Deactivation
More informationINsight Call Center Users Guide
INsight Call Center Users Guide Table of Contents 1 INsight...1 1.1 Application Overview...1 1.2 Product Prerequisites...1 2 INsight Supervisor...2 2.1 Login...2 2.2 Call Queues...2 2.3 Agents Participating
More informationUser s Guide BUSINESSPHONE 250 BUSINESSPHONE 50. ACD - Agent
User s Guide BUSINESSPHONE 250 BUSINESSPHONE 50 ACD - Agent DISCLAIMER BUSINESSPHONE 250 / BUSINESSPHONE 50 VERSION 4.0 ECONOMYplus / STANDARD / EXECUTIVE TELEPHONE DIALOG 3211 / 3212 / 3213 ACD - AGENT
More informationVIP (Traditional) Home Phone Calling Features
VIP (Traditional) Home Phone Calling Features This document details each calling feature and its usage. Please note that this document applies only to our VIP Home Phone service for Kitchener-Waterloo,
More informationExtension Manual User portal, Dial codes & Voice mail for 3CX Phone System Version 6.0
Extension Manual User portal, Dial codes & Voice mail for 3CX Phone System Version 6.0 Copyright 2006-2008, 3CX ltd. http://www.3cx.com E-mail: info@3cx.com Information in this document is subject to change
More informationThe Call Centre feature builds on the functionality available in the Hunt Group Feature and enhances it with:-
1 CALL CENTRE ACD Description Use the feature if you want to allow a Site to distribute incoming calls to multiple Users from a single central phone number. GCI provides support for Basic allowing multiple
More informationUNIVERSITY OF DAYTON. 2616/ACD - Agent Automatic Call Distribution
UNIVERSITY OF DAYTON 2616/ACD - Agent Automatic Call Distribution June 2012 U N I V E R S I T Y O F D A Y T O N ACD Automatic Call Distribution Guide UDit Infrastructure & AV Systems Planning University
More informationWave ISM 1.5 SP3. Wave Phone User Guide
Wave ISM 1.5 SP3 Wave Phone User Guide Release 1.5 SP3 Vertical Communications, Inc. reserves the right to revise this publication and to make changes in content without notice. 2009 by Vertical Communications,
More informationFi Phone Quick Start Guide
Quick Start Guide Fi Phone Quick Start Guide This guide answers some frequently asked questions about how to get the most out of your home telephone service. If you find that you need help with your service,
More informationone Managing your PBX Administrator ACCESSING YOUR PBX ACCOUNT CHECKING ACCOUNT ACTIVITY
one Managing your PBX Administrator ACCESSING YOUR PBX ACCOUNT Navigate to https://portal.priorityonenet.com/ and log in to the PriorityOne portal account. If you would like your web browser to keep you
More informationAVAYA 9608/9611G SIP DESKPHONE INSTRUCTIONS
AVAYA 9608/9611G SIP DESKPHONE INSTRUCTIONS MESSAGE WAITING INDICATOR PHONE DISPLAY NAVIGATION ARROWS and the OK BUTTON PHONE BUTTON MESSAGE BUTTON CONTACTS HISTORY HOME HEADSET SPEAKER VOLUME BUTTON MUTE
More information5000 COMMUNICATIONS PLATFORM (CP)
MITEL 5000 COMMUNICATIONS PLATFORM (CP) MITEL 5320e/5330e/5340e USER GUIDE NOTICE This guide is released by Mitel Networks Corporation and provides information necessary to use the 5320e/5330e/5340e IP
More informationACD Manual. Version 3.1 for SV8100 R8
ACD Manual Version 3.1 for SV8100 R8 September 2012 Contents What is ACD?... 4 Setting up ACD for the First Time... 5 Using PC Pro Wizards... 5 Determining When Calls can be delivered to ACD Groups...
More informationNortel Knowledge Network. Meridian 1. M2216ACD Telephone. User Guide. Enterprise Solutions Training and Documentation
Nortel Knowledge Network Meridian 1 M2216ACD Telephone User Guide Enterprise Solutions Training and Documentation While you are away from your desk: Call Forward 38 Contents Contents Introduction 1 What
More information3COM 35 SERIES IP PHONES QUICK REFERENCE-6W100
3COM 35 SERIES IP PHONES QUICK REFERENCE-6W100 Your 3Com IP Phone must be configured to work in an IP network. Typically, your administrator assigns IP parameters, including an IP address, phone extension
More information4PSA VoipNow 2.0.3. Phone Getting Started
4PSA VoipNow 2.0.3 Phone Getting Started For more information about 4PSA VoipNow, check: http://www.voipnow.com Copyrights 2002-2009 Rack-Soft, LLC. VoipNow is a registered trademark of Rack-Soft, LLC.
More informationHow To Use A Cell Phone On A Sim Sims 2.2 (Sprinting) And Sims 1 (Cell Phone) With A Sims 3.2.2 On A Iphone Or Ipod) With An Ipod
LINKSYS SPA941 / SPA942 User Guide Emergency To dial 911 for emergency service, you must dial the Outside Access Digit first (usually 9) + 911. Customer Service / Technical Support (919) 459-2300, option
More informationMITEL. Single-Line. Phone User Guide
MITEL Single-Line Phone User Guide Single-Line Phone Quick Reference Guide This guide provides information for frequently used features. For more information about these and other features, refer to the
More informationTelephone User Guide. Mt. Angel. Telephone
Telephone User Guide Mt. Angel Telephone 4Welcome Thank You for Choosing Mt. Angel Telephone! Additional information about your telephone service may be found in the white pages of the North Willamette
More information