Toshiba Strata CS - Manual (Page 206)

17-8 S TRATA CS C LIENT U SER G UIDE
BETA DOCUMENT - PRELIMINARY & CONFIDENTIAL
Popping up caller information ___________________________
You can use the Strata CS Contact Manager Assistant to pop up information about
callers that you have in another contact manager application. Callers must be
contacts in one of the following contact manager or customer relationship
management applications:
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Microsoft Outlook 98 or 2000
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GoldMine Software’s GoldMine 4.0 or 5.0
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GoldMine FrontOffice 2000
For instructions on configuring the Strata CS Contact Manager Assistant, see its
online Help.
Act! does not require the Contact Manager Assistant to pop up contact
information.
Note: Your office might also use a custom screen pop application created with
the Client API. If this is the case, see your Strata CS system administrator for
instructions on using it.
What call center agents need to know to get the job done ____
If you are working as a call center agent, you should be aware of the following:
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While you are signed in, always take queue calls that are sent
to you.
If a queue call rings your phone and you do not answer, the caller
hears an interval of ringing before being placed back on hold. Also, if you
do not pick up a ringing queue call, or decline it using the call announcing
options, the queue might automatically place you On Break.
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Sign out only at the end of your shift. To stop receiving queue calls
during your shift, for any reason, use the On Break personal status. Many
performance statistics for the queue reset when you sign out. If you sign
in and out several times during the day, those statistics are affected.
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Your personal status can be changed by others. If you do not
answer queue calls that ring your phone, the queue can automatically
place you On Break. Also, a supervisor can change your personal status at
any time.
Working remotely______________________________________
By forwarding your calls, you can work as an agent at a remote phone, for
example your home phone. For instructions on using the Client remotely, see
“Using the Strata CS Client remotely” on page 6-5.