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

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.

10 Strata CT ACD Supervisor November 2001