EMERGENCY/RECORDER - ACD
Note: When the supervisor presses the MON/BARGE key, BARGE? is displayed. By pressing 1# a
SERVICE CONDITIONS
1.This service requires the
2.During an emergency, either the agent or the supervisor can display the identification of the original ACD call and the queue depth by pressing the LOGON key. Refer to Calling Party Identification - ACD
3.The directory number used for emergency requests may not contain a “*” or a “#”.
4.Supervisors are always rung in Manual Answer for the EMERGENCY/RECORDER feature, regardless of their answer mode. This is to guard against unattended supervisor positions being left in Ready mode.
5.Supervisors may be members of a split when it is necessary for them to handle regular split calls. In this case, emergency requests should be routed to one supervisor’s
6.Emergency requests are only allowed while talking on an ACD line. Requests while on a
7.Emergency requests are not allowed during an assist call.
8.If the emergency request is sent to an individual line and that line is busy, the agent’s display will show EMERG BUSY and the emergency lamp will be turned off. The agent may try to send the emergency request as many times as necessary during the call.
9.The supervisor’s monitor will not be updated for transfers or subsequent calls as in the Monitoring - ACD Supervisor - ACD
10.If an agent presses the EMER key, while already being monitored by a supervisor for a
11.Emergency requests cannot be routed to operators, or destinations over CCIS. Pilot numbers for group hunts is available as the destination of Emergency requests call, but the request call is not hunted to the other members.
12.The emergency recorder is
13.Due to the emergency nature of the call, audible beeps are not provided to the parties even though the call is being recorded.
CHAPTER 5 | |
| Page 245 |
| Revision 1.0 |
