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CHAPTER 5 NDA-24282 (E)
Page 200
Revision 1.0
ASSISTANCE - ACD AGENT - ACD
A-34A ASSISTANCE - ACD AGENT - ACD
GENERAL DESCRIPTION
This feature allows an agent to call a supervisor for assistance. Activation of this feature, using the ASSIST key
during an ACD call, automatically places the active call on hold and places an assistance call to a pre-
programmed number. This number can be a PBX line for the supervisor. If the target extension of the assistance
request has display capabilities, display information identifying the call as a call for assistance will accompany
the call.
OPERATING PROCEDURE
To place an assistance request:
1. While on an ACD call, the agent whose extension is 4302, presses the ASSIST key. The ASSIST lamp
lights and ASSIST AND THEN TRANSFER is displayed at the agent position.
2. The ACD call is placed on hold and an automatic transfer to the designated supervisor is initiated.
3. The agent hears ringback tone and the supervisor is rung. The supervisor is connected to the agent. (If
supervisor is not available to take the call, the call waiting indication is provided to the supervisory position
and “BUSY” is displayed at the agent position.)
4. The assistance call will connect on the supervisor’s PBX line and will display either ASSIST NAME or
ASSIST 4302, depending on whether the agent’s name is programmed with their logon ID. Refer to Flexible
ID Codes - ACD [F-25A] for more information.
5. After consulting with the supervisor, one of three things may happen:
a. The agent may release from the call, thereby completing the transfer of the ACD call to the supervisor.
b. The supervisor may release from the call. This will reconnect the agent and the ACD call.
c. The agent may press the CONF key and invoke a three-way conference between the supervisor, the
agent and the ACD calling party.
6. When either the agent or the supervisor disconnects from the assistance call, the ASSIST lamp is
extinguished and the displays return to their original status.
To cancel an assistance request:
1. After initiating an assistance request and before being answered by a supervisor, the agent may cancel the
request by pressing the TRANSFER key or performing the switch hook flash. At that time, the agent
reconnects with the ACD call.
2. The lamp associated with ASSIST key will be extinguished, the agent will be reconnected with the ACD
calling party, and the display will return to the original display.