Work Unit - Toshiba Strata DK14 General Description Manual

Work Unit

The Work Unit button enables an Agent to use the dial pad to tag a current call for tracking
purposes. Work Unit Identifiers may be used to track various data (response to sales campaigns,
calls from a particular area, etc.). A Work Unit code can be 1~15 digits. SMDR registers 1~15
digits, but SMIS only registers 1 or 2 digits.
The information is output to the system SMDR for printout and to MIS for reports. The Work Unit
feature only applies to ACD calls, not to PBX or non-ACD calls.
Note SMDR only registers the last Work Unit code entered for each call; SMIS registers
multiple work unit codes for a given call (e.g., 01 for Cookware, 02 for Furniture, etc.).
Benefits
Work unit codes help keep track of the type of calls received.
Strata DK Feature Description 5/99
Automatic Call Distribution
System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
ACD Agent Features
293