Call Features
Agent Assistance (Help) Call
Strata CIX ACD Agent/Supervisor Telephone 05/06 21
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.
³To 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.
2. When a call rings your ACD Call button, press it. The ACD Call LED flashes at
the I-Use rate.
HR: <agent name>
ACCEPT DENY