Handset Key Description
Voicemail Notification Key
Requesting Help
The agent can request help / assistance whilst on a
call by doing the following:Press the Help key this will put the caller on hold
and will ring the supervisor. The supervisor can
Mute Key
accept or deny the agent’s call by pressing their soft
keys in the display. If the supervisor accepts help –
the agent can then choose to talk to the supervisor
Redial Key
keeping the caller on hold, press Join to conference
or return to go back to the caller.
Hands free / Loudspeaker Key
Call Back
When you have dialed a busy extn, press the ACB
Volume Up / Volume Down
key above key to set an automatic call back on the
extn. Your phone will ring when they are free.
Cancel Call back
Dial #431 to cancel a call back set
Transfer Key
End a call
Hang up or press the headset switch
Hold Key
Speed Dial Key
Issue 3 11.1.13
Toshiba
Agent Handset
Quick Guide
(DP5000 Handsets)
Possible Keys Programmed:-
Log In (At beginning of shift)
Basic call handling
Press Internal key
ACD Log in/out
Press Log in / out key
Answer a call
By pressing their internal key and the ACD Login
Enter Agent number ___________
Lift receiver or press headset switch if using a
key the system will prompt the agent to log in to
press #
headset
the group by entering the group number. Key
Enter password ___________ or # if no password
also used for logging out of the group
being used
Make a call
Enter group number _________ followed by # or
Lift receiver and dial 9 and telephone number or
press * for all groups
dial number without lifting receiver for a hands free
ACD Unavailable
The agent needs to press this key when they are
call
leaving their seat
Log out (At end of shift)
Help
Press Log in / out key
Dial by name
When an agent requests help, the supervisor’s
Press OK in the display above the Mode key
Press “Mode” in the display, select the type of
phone will ring, they can then select Accept or
search (E.G. int. = internal directory) then type the
Display
name using the dial pad e.g press the 5 key 3 times
Screen will show number of agents logged in out of
to get the L. Press find to search for name, press
ACD Monitor
a total and queue name
“Call” to call number in display or “Next/Prev” to
The supervisor can press Spkr / Monitor then
e.g. A 1 / 1 = Agents logged in / total
search through other names.
enter agent number followed by #. They can now
CW 0 = Number of calls waiting
hear the conversation through their speaker. To
If agent is a member of more than one group they
Hold a call
cancel press Monitor again.
can press their scroll key to move the screen across
Press the fixed
ACD Join
Unavailable
Whilst monitoring a call the supervisor can press
Press the Unavailable key when going away from
their Join key to intrude / participate in the
your desk, this will temporarily log you out of the
conversation.
Group. Press the Unavailable key to re-enter the
Deny by pressing their soft display keys
key once (System hold or
twice for exclusive hold)
group
ACD pickup
By pressing this key the agent can intercept
ACD Pickup
another call ringing on another ACD agent’s
Press this key to answer another agents phone
phone
Wrap up
ACD status
The agent is put into a wrap up period after they
Pressing this key will show details of the agents
have finished an ACD call, if they do not require
this time out period they can press their Wrap Up key to skip
it
logged in
Wrap up
When the agent finishes an ACD call they are put
into a wrap up period, if they press their wrap up
key it will skip this time out period
Retrieve a held call
Press the green flashing line
key
Transfer a call
Press the
key, dial the extension number,
announce call and replace receiver (Or press
headset switch if using as headset)
Retrieve a call
If there is no reply from the extension or, press the
green flashing line key
to return to
the caller or press underneath Rtrn in the display