If configured by the system administrator, you can use the Stroke Counts feature to define up to nine different customer-specific events using keys 0 through 9. By default, you define audio quality issues using a stroke count of 0. You can enter a stroke count in any agent state or work mode.

You can use pre-defined keys to report the number of times that a particular event occurs. On a single call, you can send any of the configured stroke counts and repeat them as many times as the incident occurs. For example, you can use a stroke count that refers to bad voice quality when you cannot hear the caller.

You can enter a stroke count in one of the following states:

• Active state on an ACD or DAC call

• ACW state after disconnecting from a call

• Timed ACW state after disconnecting from a call

The phone displays INVALID STATE on the Top line and you cannot see the stroke information, if you are not in one of these states. The LED associated with this feature starts blinking.

The Feature screen displays Stroke Count (#), where # is the number from 0 to 9 that your system administrator defined for specific customer events.