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Agent Features: continued
33
This optional feature allows a Line of Business (LOB) code to be entered for
each call that you answer. These codes will be predefined for your system
and will allow tracking of such items as the number of calls of a specific
type and the holding times for these calls. Up to three LOB codes may be
entered for each ACD call. Your supervisor will tell you if this feature is
used at your site.
To enter an LOB code while active on an ACD call press
C
, then
key the appropriate digits to reflect the type of call being handled. The dig-
its are displayed on your telephone.
Note: If you make a mistake while entering a LOB code, pressing
C
a second time clears the display and allows you to enter the correct
code.
The Emergency key lets you call for assistance if you receive an abusive,
threatening or urgent ACD call.
When dealing with an emergency call, first note the digits displayed on your
telephone. This may help security with any follow-up activities for the call.
Press
D
to call your supervisor. The
D
indicator flashes
while the supervisor is being called. When the supervisor is connected, the
indicator comes on steadily and a Three-Way Call is established.
In some installations, a tape recording of the call will also begin. The caller
is not aware of the recording action.
Note: You must remain in the conference for the duration of the call: if you
hang up, the call will be disconnected.
If your supervisor happens to be active on another emergency call, your
request will either be routed to the first available supervisor or disallowed,
depending on the way your ACD system has been configured. If your call is
disallowed the Emergency indicator will not come on. Your supervisor will
tell you which way your system has been configured.
Line of Business key
Emergency calls