Work Units - Toshiba Strata CTX User Manual

Call Features

Work Units

Work Units
The Work Unit feature enables tracking of ACD calls by assigning Work Unit codes.
The tracking is useful, because of the information that can be collected, for example,
response to sales campaigns, calls from a particular area, etc. The codes are recorded
by MIS for reporting purposes.
Multiple numbers can be entered for a call. The account code counts will reflect the
total of all entries, but some reports will only show the most recent code entered.
Work Units can be registered on any call appearing on the
Units may be entered anytime during the call.
³ To Enter a Work Unit Code
1. While talking on a call on ACD Call, press
8QLW
not interrupted.
2. Enter the Work Unit digits.
3. Press . The display on the right shows for three
seconds after entering a valid code. Work Unit LED
turns off.
³ To cancel a Work Unit Code
³
While talking on a call on ACD Call, enter the work unit cancellation code _____.
Your system may or may not have this feature. The cancellation code requires
Note
the Insight CTX application. See your System Administrator and write in the
work unit cancellation code for future reference.
22
. The Work Unit LED flashes. The conversation is
$&' &DOO
:RUN
Strata CTX ACD Agent/Supervisor Telephone
button. Work
Enter Work Units
XXXXXXXXX
Work Code Set:
To: <Units>
07/04