Agent Assistance | Features |
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Agent Assistance
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’s [PDN] and takes priority over other ACD calls/functions and, in some cases, the Agent can override your Do Not Disturb (DND) setting (if assigned in programming). The ACD Help feature enables you to talk to the:
♦Agent with the ACD call on hold.
♦ACD caller with the Agent dropping out of the call by hanging up.
You can also participate in a
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 assist an agent
➤ Press the flashing [PDN]. | The [PDN] LED is on. Your LCD displays the |
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QUE# 000 SUP GP01 |
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| message on the right. | HELP! AGT XXXX |
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| XXXX = ID number of the Agent requesting help. |
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| On the Agent’s telephone, the ACD call is |
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| automatically placed on |
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Notes
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Your telephone can be equipped with up to four [PDN] buttons to accommodate ACD Help calls while busy on another call.
If your telephone is in the DND mode when an Agent presses ACD Help, the Agent receives DND busy tone. If the Agent’s telephone has been programmed to allow DND Override (system option), the Agent can dial 2 to override your DND. Call Monitor cancels after answering an ACD Help call.
●If one of your telephone’s [PDNs] is busy on another call or in the monitor mode, the Help call automatically
●If the Agent drops out of a
10 | Strata CT ACD Supervisor November 2001 |