Toshiba CIX-SG-CCACD-VB manual ACD Help, To call your Supervisor for Help

Call Features

ACD Help

ACD Help

You can call your ACD Group Supervisor for assistance during an ACD call by pressing the ACD Help button. This button enables you to:

•Talk to your Supervisor or Agent while the ACD call is on hold.

•Establish a three-way conversation with your Supervisor or Agent and the ACD caller.

•Drop out of the three-way ACD call while your Supervisor and the ACD caller remain connected.

To call your Supervisor for Help

1.Press ACD Help.

The call is automatically placed on consultation-hold and called telephone rings. When your Supervisor answers the Help call, you can talk to the Supervisor and the ACD Call remains on consultation-hold.

Non-LCD: Reject tone plays if no Supervisor is available to help.

Note If your Supervisor is not logged in, this feature is not available. If your Supervisor's telephone is busy in monitor mode, ACD Help not ring your Supervisor's telephone. See LCD (shown right).

2. Optional steps:

Supervisor Not Ready

•Add the caller to the call (conference) by pressing Cnf/Trn or you can put the caller on Hold.

•Transfer the call to your Supervisor, hang up.

•Return back to the original caller and release your Supervisor by pressing

ACD Call.

20 Strata CIX ACD Agent/Supervisor Telephone 05/06