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NDA-24282 (E) CHAPTER 5
Page 201
Revision 1.0
ASSISTANCE - ACD AGENT - ACD
Queuing of Assistance Requests: Valid since the PBX software Series 7400 and the ACD software R1.
See Multiple Supervisor Groups (Splits) - ACD [M-79A] for details.
1. Assistance requests may be routed to a split of supervisors or an individual supervisor. If to a split of
supervisors, multiple assistance requests can be queued. All the features which apply to CALL
TRANSFER TO SPLIT QUEUE [C-67] also apply to assistance requests to a split of supervisors.
2. If assistance requests are being routed to a split of supervisors, they will also appear on the supervisor’s
ACD line. If the calls are routed directly to an individual supervisor, they will appear on the pre-
programmed line (e.g., the supervisor’s non-ACD line).
SERVICE CONDITIONS
1. During an assist call, either the agent or the supervisor can display the source of the original ACD call and
the queue depth by pressing the LOGON key. Refer to Calling Party Identification - ACD [C-70A] for
additional information.
2. The directory number used for assistance requests may not contain a “*” or a “#”.
3. Assist requests will be ignored while talking on a non-ACD line or during an emergency call.
4. The ASSIST key can be dedicated to the ASSISTANCE - ACD AGENT feature or the MONITOR ME
feature. The choice is made on a split-wide basis.
5. When an Emergency request is routed to an individual supervisor, the call is distributed to the supervisor
in Work Mode or Break Mode. While, Emergency call to a split of supervisors is not distributed to the
supervisors in those modes.
6. For emergency split queuing, to ensure the fastest processing, the only CCV steps that will be executed are
Queue to Split, Conditional Queue to Split, and Goto (the steps are followed by Pause, End CCV), and the
request will be queued at the highest priority. All other CCV steps will be ignored.
PROGRAMMING
This data is set to the agent position.
Step 1: AKYD - Assign ASSIST Key to a Function Key.
Step 2: ACDSPL - Assign number for ASSIST under the DIR numbers.
Step 3: ACDLOG - Assign Personal Assist Number.