Agent Help
An agent can request your assistance during an ACD call. An agent might summon your assistance if, for example, a caller is abusive or threatening. If you receive an agent’s request for help, you may want to monitor the call or perhaps have the conversation recorded. If you initiate a monitoring session in response to a help request, the agent is always alerted when the session begins.
Responding to a HELP request
When an agent requests HELP, your telephone rings and HELP followed by the agent’s identification number and extension number appears in your telephone display. To respond:
1.Lift the handset to monitor the call.
2.Press Trans/Conf softkey to form a conference with the two parties
Press Exit to end the monitoring session.
If your telephone is busy
Your telephone rings briefly and HELP followed by the agent’s identification number is displayed.
NOTE: The monitoring session is cancelled automatically when the call is ended or when you go on hook.
If you receive a request for help from an agent whom you are currently monitoring, HELP followed by the agent’s identification number appears in your telephone display, indicating that the agent needs assistance.
If a request for help is sent to another supervisor from an agent whom you are currently monitoring, you’ll continue to monitor while the other supervisor receives busy tone.
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