Toshiba PERCEPTION 4000 User manual

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
[phone]
Item Number: P4K-QR-ACDAGTR2
4010336
ACD AGENT
QUICK REFERENCE GUIDE
TOSHIBA