Toshiba CIX-SG-CCACD-VB manual Agent Assistance Help Call, To answer an Agent’s call for Help

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Call Features

Agent Assistance (Help) Call

Agent Assistance (Help) Call

Supervisor Only Feature

An Agent in your ACD Group can call you for assistance by pressing the ACD Help button on their station.

ACD Help rings the Supervisor telephone if the Supervisor’s ACD Call button is available. The ACD Help feature enables you to:

•Talk to an Agent with the ACD call on hold

•Talk to an ACD caller with the Agent dropping out of the call by hanging up

•Participate in a three-way conversation with the Agent and the ACD caller

For this feature to work, your telephone must be logged in with the Supervisor ID code of the same Group as the Agent requesting help.

To answer an Agent’s call for Help

1.When you hear a long, single ring and you see the Help Request HR: on your LCD (shown right), press the ACCEPT Soft Key to accept the call for help or press DENY to reject it.

HR: <agent name>

ACCEPT DENY

2.When a call rings your ACD Call button, press it. The ACD Call LED flashes at the I-Use rate.

Strata CIX ACD Agent/Supervisor Telephone 05/06

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Contents ACD Agent/Supervisor Telephone User Guide Publication Information Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Contents Call Features Introduction Calls attention to important instructions or information ConventionsCD-ROMs Related Documents/MediaIntroduction ACD Agent Grand TourACD Telephone ACD Group Supervisor4886$/6 $& Flexible Buttons Extension Number Buttons Tones Agent Telephone StatusLogging In/Out Status FeaturesTo Log To Log Out of all groups To Log Out of one or more groups Unavailable and AvailableTo become Available To end Wrap Up Time End Wrap Up TimeTo Display Status for a Group or a Queue Status DisplayTo Display Status for an Agent To Use Auto Scroll On Options To turn Auto Scroll On or OffTo Use Auto Scroll Off Options To set the Auto Scroll IntervalSupervisor Only Feature Shift ModeTo change ACD shift mode To view Alarms Queue AlarmsStatus Features Feature Interaction Call FeaturesTo place calls on Hold Answering CallsHold To answer an ACD callTo Pick up an ACD call ringing at another station ACD Call PickupTo call your Supervisor for Help ACD HelpTo answer an Agent’s call for Help Agent Assistance Help CallTo Enter a Work Unit Code Work UnitsCall Monitoring/Join Call To cancel MonitoringTo Monitor a call To Join a call ACD IndexIndex ~ W Index