Toshiba CIX-SG-CCACD-VB manual

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Buen manual de instrucciones

Las leyes obligan al vendedor a entregarle al comprador, junto con el producto, el manual de instrucciones Toshiba CIX-SG-CCACD-VB. La falta del manual o facilitar información incorrecta al consumidor constituyen una base de reclamación por no estar de acuerdo el producto con el contrato. Según la ley, está permitido adjuntar un manual de otra forma que no sea en papel, lo cual últimamente es bastante común y los fabricantes nos facilitan un manual gráfico, su versión electrónica Toshiba CIX-SG-CCACD-VB o vídeos de instrucciones para usuarios. La condición es que tenga una forma legible y entendible.

¿Qué es un manual de instrucciones?

El nombre proviene de la palabra latina “instructio”, es decir, ordenar. Por lo tanto, en un manual Toshiba CIX-SG-CCACD-VB se puede encontrar la descripción de las etapas de actuación. El propósito de un manual es enseñar, facilitar el encendido o el uso de un dispositivo o la realización de acciones concretas. Un manual de instrucciones también es una fuente de información acerca de un objeto o un servicio, es una pista.

Desafortunadamente pocos usuarios destinan su tiempo a leer manuales Toshiba CIX-SG-CCACD-VB, sin embargo, un buen manual nos permite, no solo conocer una cantidad de funcionalidades adicionales del dispositivo comprado, sino también evitar la mayoría de fallos.

Entonces, ¿qué debe contener el manual de instrucciones perfecto?

Sobre todo, un manual de instrucciones Toshiba CIX-SG-CCACD-VB debe contener:
- información acerca de las especificaciones técnicas del dispositivo Toshiba CIX-SG-CCACD-VB
- nombre de fabricante y año de fabricación del dispositivo Toshiba CIX-SG-CCACD-VB
- condiciones de uso, configuración y mantenimiento del dispositivo Toshiba CIX-SG-CCACD-VB
- marcas de seguridad y certificados que confirmen su concordancia con determinadas normativas

¿Por qué no leemos los manuales de instrucciones?

Normalmente es por la falta de tiempo y seguridad acerca de las funcionalidades determinadas de los dispositivos comprados. Desafortunadamente la conexión y el encendido de Toshiba CIX-SG-CCACD-VB no es suficiente. El manual de instrucciones siempre contiene una serie de indicaciones acerca de determinadas funcionalidades, normas de seguridad, consejos de mantenimiento (incluso qué productos usar), fallos eventuales de Toshiba CIX-SG-CCACD-VB y maneras de solucionar los problemas que puedan ocurrir durante su uso. Al final, en un manual se pueden encontrar los detalles de servicio técnico Toshiba en caso de que las soluciones propuestas no hayan funcionado. Actualmente gozan de éxito manuales de instrucciones en forma de animaciones interesantes o vídeo manuales que llegan al usuario mucho mejor que en forma de un folleto. Este tipo de manual ayuda a que el usuario vea el vídeo entero sin saltarse las especificaciones y las descripciones técnicas complicadas de Toshiba CIX-SG-CCACD-VB, como se suele hacer teniendo una versión en papel.

¿Por qué vale la pena leer los manuales de instrucciones?

Sobre todo es en ellos donde encontraremos las respuestas acerca de la construcción, las posibilidades del dispositivo Toshiba CIX-SG-CCACD-VB, el uso de determinados accesorios y una serie de informaciones que permiten aprovechar completamente sus funciones y comodidades.

Tras una compra exitosa de un equipo o un dispositivo, vale la pena dedicar un momento para familiarizarse con cada parte del manual Toshiba CIX-SG-CCACD-VB. Actualmente se preparan y traducen con dedicación, para que no solo sean comprensibles para los usuarios, sino que también cumplan su función básica de información y ayuda.

Índice de manuales de instrucciones

  • Página 1

    May , 2006 A CD Agent/Super visor T elephone User Guide[...]

  • Página 2

    Publication Inf ormation T o shib a Ame rica In fo rm ation Systems, Inc., T el ecommunication Systems Divi sion, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to si mply change the design of this document.[...]

  • Página 3

    TOSHIBA AMERICA INFORMA TION SYSTEMS, INC. ( “ T AIS ” ) T elecommunication Systems Division License Agreement IMPORT ANT : THIS LICENSE AGREEMENT (“AGREEMENT”) IS A LEGAL AGREEMENT BETWEEN YOU (“YOU”) AND T AIS. CAREFULL Y READ THIS LICENSE AGREEMENT . USE OF ANY SOFTWARE OR ANY RELA TED INFORMATION (COLLECTIVEL Y , “SOFTW ARE”) IN[...]

  • Página 4

    T oshiba America Information Systems, Inc. Digit al Solutions Division Limited W arranty T o shi ba America Information Systems, In c., (“ T AIS”) warrants that this telephone equi pmen t (except for fu se s, lam ps, and other consumables) will, upon de livery by T AIS or an authorized T AIS dealer to a retail custom er in new condition, be fre[...]

  • Página 5

    Strata CIX ACD Agent/Supervisor T elephone 05/06 i Contents Introduction Conventions ..................... .................................... ............................... ............................ ....iv Related Documents/Media ..................... .................................... ................................ .......... v CD-ROMs .[...]

  • Página 6

    Contents Chapter 3 – Ca ll Features ii Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Chapter 3 — Call Features Feature Interaction ........................ ................................ .................................... ................ .1 7 Answering Calls ................... ................................ ........................[...]

  • Página 7

    Strata CIX ACD Agent/Supervisor T elephone 05/06 iii Intr oduction This guide provides instructions for an Agent or Supervisor using a S trata 3000-series telephone with T oshiba’ s St rata Automatic Call Distribution (ACD) application. It provides step-by-step instructions on how to us e the ACD features an d buttons on the Agent and Supervisor [...]

  • Página 8

    Introd uction Conv entions iv Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Con ventions Con ventions Description Note Elaborates specific items or referenc es other information. W ithin some tables, general notes appl y to the entire table and numbered notes apply to specific items. Impor tant! Calls attention to important instructions or inf[...]

  • Página 9

    Introd uction Related Documents/Media Strata CIX ACD Agent/Supervisor T elephone 05/06 v Related Documents/Media Some documents listed here may appear in different versi ons on the CD-ROM or in print. T o find the most current version, check the version/date in the Publication Information on the back of the document’ s title page. Refer to the fo[...]

  • Página 10

    Introd uction Related Documents/Media vi Strata CIX A CD Ag ent/Supervisor T elephone 05/06[...]

  • Página 11

    Strata CIX ACD Agent/Supervisor T elephone 05/06 1 The Grand T our 1 Automatic Call Distribution (ACD) for T osh iba Strata systems provides a quick, efficient means of handling a large volume of incoming calls that are automatically connected to ACD Agent Groups. Calls are served in order of arrival based upon a ssigned priorities and are automati[...]

  • Página 12

    The Grand T our A CD Group Super visor 2 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 A CD Gr oup Supervisor ACD Group Supervisors must use a T oshiba Strata 300 0-series digital telephone with an LCD. The LCD provides important in formation about the ACD Group o r an individual Agent's activities. The ACD Group Supervisor ’ s log in e[...]

  • Página 13

    The Grand T our A CD T elephone Strata CIX ACD Agent/Supervisor T elephone 05/06 3 Figure 1 DKT3200-series L CD T e lephone with A CD Buttons WH[W 48(8(6$ /(6 $  &:    $&'  Sp k r p C n f /Tr n Hold V o l Z Q $YDLO 8QDYDLO /RJ[...]

  • Página 14

    The Grand T our A CD T elephone 4 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Fle xible Buttons All flexible buttons must be programmed for your telephon e in system programming and vary for individual teleph ones. If a button does not appear on telephone keystrip, see your System Administrator . Ta b l e 1 explains the function of each ACD [...]

  • Página 15

    The Grand T our A CD T elephone Strata CIX ACD Agent/Supervisor T elephone 05/06 5 Extension Number Buttons The extension number buttons consist of: extension numb ers, secondary extension numbers, and phantom extension nu mbers. Th ey make or answer calls and are known as your extension or intercom number . Y ou can have multiple extension number [...]

  • Página 16

    The Grand T our Agent T elephone Status 6 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Agent T elephone Status Y ou can make and receive different types of calls depend ing upon the status of your ACD Agent telephone. • Log In - Y ou are logged into an ACD Group once an entry code has been entered and accepted by the ACD system. • Log Out[...]

  • Página 17

    Strata CIX ACD Agent/Supervisor T elephone 05/06 7 Status Features 2 This chapter lists all the ACD features applic able to an Agent's or Supervisor's station for changing status. • Logging In/Out • Unavailable/A vailable • End W rap Up T ime • Status Display • Shift Mode (Supervisor) •Q u e u e A l a r m s Note If your teleph[...]

  • Página 18

    Status Features Logging In/Out 8 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 When you log out, the ACD features are d eactivated on your tele ph one, but the regular features still continue to work. For example, you can use the A CD Call button to make and receive non-ACD calls. These kinds of calls are not registered as PBX calls for Manage[...]

  • Página 19

    Status Feature s Logging In/Out Strata CIX ACD Agent/Supervisor T elephone 05/06 9 Important! Do not enter the same gr oup number twice during log in. The first entry logs in, if you enter it a second time, you will log out and the display shown right a ppears. 5. (Super visor Only) If you want t o take calls as an Agent while logged in, press 1 if[...]

  • Página 20

    Status Features Unav ailable and Av ailable 10 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ³ T o Log Out of one or mor e gro ups 1. Press ACD Call + Log In/Out . Dial T o ne is heard until the Log In is pressed. 2. Enter your Agent ID cod e + # . 3. Enter your passcode + # . 4. Enter the queue number to log out of + # . Non-LCD: Entry T one[...]

  • Página 21

    Status Feature s End Wrap Up Time Strata CIX ACD Agent/Supervisor T elephone 05/06 11 End Wrap Up Time When you have completed an ACD call, y our telephone may enter the W rap Up mode automatically if that option is selected fo r your ACD group. W rap Up mode is a pre- defined mode with a time limit that enables you to process paperwork or complete[...]

  • Página 22

    Status Features Status D ispla y 12 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Status Displa y ACD Agents and Supervisors can press a button to display th e queue status. The Supervisor's phone is also able to view th e Agent S tatus (A vailab le, Unav ailab le, etc.) for each Agent logged into your ACD Group. A button is available for[...]

  • Página 23

    Status Feature s Status Displa y Strata CIX ACD Agent/Supervisor T elephone 05/06 13 ³ T o turn Auto Scroll On or Off ³ Press Fe a t u r e to toggle Auto Scroll On and Off. When it is Off, you can manually scroll through the gr ou ps. ³ T o Use Auto Scroll Off Options When Auto Scroll is Off, you can manually scroll through the groups. ³ Press [...]

  • Página 24

    Status Features Shift Mode 14 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Shift Mode Supervi sor Only Featur e An ACD Group Supervisor can press Star t/End Shift to manually start or end a shift, or to enable a pre-defined shift sc hedule. Only someone who has logged in as a Supervisor can activate or cancel this feature . The ACD applicatio[...]

  • Página 25

    Status Feature s Queue Alar ms Strata CIX ACD Agent/Supervisor T elephone 05/06 15 Queue Alarms During queue operation, a number of cond itions can send an alarm indication to Agent’ s and Supervisor ’ s telephones. These warnings are to alert the Supervisor or Agent that some action may be neces sary to correct for the condition. ³ T o view A[...]

  • Página 26

    Status Features Queue Alar ms 16 Strata CIX A CD Ag ent/Supervisor T elephone 05/06[...]

  • Página 27

    Strata CIX ACD Agent/Supervisor T elephone 05/06 17 Call Features 3 This chapter describes ACD call features fo r Agents and Supervisors, including: • Answering Calls •H o l d • ACD Call Pickup •A C D H e l p •W o r k U n i t • Agent Assistance Call (Supervisor) • Call Monitor/Join Call (Supervisor) Feature Interaction Strata provides[...]

  • Página 28

    Call Features Ans weri ng Calls 18 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Ans wering Calls ³ T o answer an ACD call 1. Call rings on Agent's AC D Ca ll button and the LCD displays text (shown right). 2. After a specified number of seconds, Caller ID appears (example shown right). Note See your System Administrator for the number o[...]

  • Página 29

    Call Features A CD Call Pi ckup Strata CIX ACD Agent/Supervisor T elephone 05/06 19 A CD Call Pic kup Y ou can pick up an ACD call ringing at another Agent's telephone by us ing your station's ACD Call Pickup bu tton. T o use this feature: • Both stations must be in the same ACD Group. • The incoming call must be an ACD call for that [...]

  • Página 30

    Call Features A CD Help 20 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 A CD Help Y ou can call your ACD Group Supervisor for assistance during an ACD call by pressing the ACD Help button. This button enables you to: • T alk to your Supervisor or Ag ent while the ACD call is on hold. • Establish a three-way conversation with your Supervis[...]

  • Página 31

    Call Features Agent Assistance (Help) Call Strata CIX ACD Agent/Supervisor T elephone 05/06 21 Agent Assistance (Help) Call Supervi sor Only Featur e An Agent in your ACD Group can ca ll you for assistance by pressing the ACD He lp button on their station. ACD Hel p rings the Supervisor tele phone if the Superviso r ’ s ACD Call button is availab[...]

  • Página 32

    Call Features W or k Units 22 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 Wo r k U n i t s The W ork Unit feature enables tracking of ACD calls by assigning W ork Unit codes. The tracking is useful, because of the inform ation that can be coll ected, for example; response to sales campaigns, calls from a particular area, etc. The codes are r[...]

  • Página 33

    Call Features Call Monitori ng/Join Call Strata CIX ACD Agent/Supervisor T elephone 05/06 23 Call Monitoring/Join Call Supervi sor Only Featur e Call Monitoring or Join Call enables the Su pervisor , to monitor conversations between an ACD Agent and caller . A one-way , li sten-only path is established for the Supervisor only . Th e monitoring feat[...]

  • Página 34

    Call Features Call Monito ring/Join Call 24 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 ³ T o Join a call 1. Press ACD Call + Join . If you are monitoring a call when you press the Jo in , both the Join and Monito r LEDs flash slow green. 2. Press Jo i n again and your telephone will retu rn to monitoring (listen only). EXT + Line 1 EXIT[...]

  • Página 35

    Strata CIX ACD Agent/Supervisor T elephone 05/06 25 A about this book conventio ns, iv related documents, v ACD call pickup, 19 group supervis or, 2 ACD Call button, 4 , 7 , 8 , 18 ACD Help, 20 , 21 button, 4 ACD PU button, 4 , 19 agent assistance, 21 available, 6 unavailab le, 6 wrap up, 6 agent status, 6 , 12 alarm tone, 6 unavail, 10 alarm clear[...]

  • Página 36

    Inde x C ~ Q Strata CIX ACD Agent/Supervisor T elephone 05/06 26 C call forwarding, 17 monitoring, 23 call pickup, 19 CD-ROMs, v CLR (Clear) Soft Key, 15 conference, 20 D definitions buttons, 4 disabled (shift status), 14 display status, 2 Display Status button, 5 , 12 do not disturb (DND), 17 E enabled (shift status), 14 End Wrap Up b utton, 4 , 1[...]

  • Página 37

    Index R ~ W 27 Strata CIX A CD Ag ent/Supervisor T elephone 05/06 R reject tone, 6 S scheduled (shift status), 14 scroll options, 13 secondary extension number, 5 shift mode, 14 Start/End Shift button, 2 , 4 , 14 status, 2 agent, 12 agent telephone, 6 display, 12 queue, 12 supervisor, 2 feature, 14 , 21 , 23 telephone, 2 T telephone, 1 , 2 tones, 6[...]

  • Página 38

    Index W ~ W 28 Strata CIX A CD Ag ent/Supervisor T elephone 05/06[...]