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CHAPTER 5 NDA-24282 (E)
Page 244
Revision 1.0
EMERGENCY/RECORDER - ACD
E-6A EMERGENCY/RECORDER - ACD
GENERAL DESCRIPTION
In an emergency, this feature allows a conversation between an agent and an incoming ACD caller to be
recorded, using a customer-provided recording device, and simultaneously permits a monitor connection
between the ACD call and a supervisor. Activation of this feature, while on an ACD call, automatically places
a call to a pre-programmed number. This number can be any station in the PBX, an individual supervisor, or a
pilot number for a split of supervisors. If the target extension of the emergency request has display capabilities,
then display information will accompany the call, identifying it as an emergency call.
OPERATING PROCEDURE
To place an emergency request:
The following example assumes that an emergency request is sent to the pilot number of a split of supervisors.
* The destination, the pilot number of a split of supervisors, is allowed since the PBX software Series 7400 and
the ACD software R3. For details, see Multiple Supervisor Groups (Splits) - ACD [M-79A].
1. While engaged in an ACD call, the agent presses the EMER key, the agent’s display shows EMERG [SUPV
PILOT#], and the associated lamp is lit. “SUPV A” is the name associated with the split of supervisors.
2. If no supervisor is available to take the call, a call waiting indication is provided to each supervisor position.
The first supervisor to respond will silently monitor the agent and the calling party.
3. Upon the assignment of the call, the supervisor’s display shows AGENT [EXT#], or if agent names are used,
EMERG [NAME].
4. When a supervisor answers, the agent’s display will show EMERG ANSWERED and the associated lamp
will wink. When the agent releases from the call, or the supervisor releases from the monitor, the agent’s
lamp will be extinguished.
5. The agent and the calling party are never disconnected while the supervisor’s position is ringing.
6. An emergency recorder is connected as soon as the supervisor starts ringing and is disconnected if the
supervisor joins the call in a three-way conference by pressing the MON/BARGE key. The recorder is also
disconnected if the supervisor releases from the monitor using the RELEASE key.
Note
7. If the agent releases from the call while the call is being recorded, Reorder Tone is sent out to the ACD
trunk.
Queuing of emergency requests: Valid since the PBX software Series 7400 and the ACD software R3.
1. Emergency requests may be routed to a split of supervisors or an individual supervisor. In the case of a split
of supervisors, multiple emergency requests can be queued. Recording starts from the moment the ACD
call terminates to the supervisory position (not recorded while the call is in queue).
2. 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.