Toshiba Digital Business Telephone Solutions manual Agent Assistance, To assist an agent

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Agent Assistance

Features

 

 

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 three-way conversation with the Agent and the ACD caller when the Agent presses Cnf/Trn after you answer the ACD Help call.

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

 

 

QUE# 000 SUP GP01

 

 

message on the right.

HELP! AGT XXXX

 

 

XXXX = ID number of the Agent requesting help.

 

 

 

On the Agent’s telephone, the ACD call is

 

 

 

automatically placed on consultation-hold.

 

 

 

 

 

 

Notes

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 busy-overrides an idle [PDN] and a mute ring sounds on your telephone.

If the Agent drops out of a three-way assistance call leaving the ACD caller and Supervisor connected, the call is no longer tracked on ACD MIS reports.

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Strata CT ACD Supervisor November 2001

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Contents ACD Supervisor Guide Publication Information Copyright Telecommunications DivisionContents Strata CT ACD Supervisor November Introduction OrganisationConventions Action/ResponseRelated Documents/Media Related Documents/Media Grand Tour ACD Group SupervisorGrand Tour Buttons Fixed ButtonsFlexible Buttons Directory Button Definitions Soft KeysDirectory Number DN Buttons Button DefinitionSoft Keys Features Feature Interaction Agent Telephone Status Agent Assistance To assist an agentSuccessful log is displayed on Logging In/OutSupervisor Log In/Out Your LCD shown on the rightTo cancel Supervisor log Agent Log In/OutTo log out Supervisor To cancel Agent log Agent/Queue StatusTo log out Agent To monitor Agent Status To view the status of another ACD group To monitor Queue StatusTo program the SD button for one-touch Agent Status Call MonitoringTo end monitoring To program the SD button for one-touch Queue StatusTo cancel ACD call monitoring To monitor an ACD callEnd of ACD Shift New ShiftTo enable/disable Night Transfer Night TransferTo assign or change NT Lock password Night Transfer LockTo lock Night Transfer Reset Queue Alarm To reset the Queue AlarmSupervisor Auto Log Transfer to ACD GroupAccess Codes AppendixSupervisor Access Codes Features Access Code Sequence PDN + #4035 + YYYY5Safety Approval TNV3 RCOU3F/RCOS3FTNV1 RBSU2A EMC Compliance Equipment detailsTable A2 Interface Type Network Service Type ApprovalTable A3 Tones/Signal to Frequency Cadence Meaning Network Planning InformationSys Port Type System Port TypeIndex Index Volume