Filter
Top Products
NDA-24282 (E) CHAPTER 5
Page 245
Revision 1.0
EMERGENCY/RECORDER - ACD
Note:
When the supervisor presses the MON/BARGE key, BARGE? is displayed. By pressing 1# a three-way
conference is established.
SERVICE CONDITIONS
1. This service requires the three-conference trunk.
2. During an emergency, either the agent or the supervisor can display the identification 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.
3. The directory number used for emergency requests may not contain a “*” or a “#”.
4. Supervisors are always rung in Manual Answer for the EMERGENCY/RECORDER feature, regardless of
their answer mode. This is to guard against unattended supervisor positions being left in Ready mode.
5. Supervisors may be members of a split when it is necessary for them to handle regular split calls. In this
case, emergency requests should be routed to one supervisor’s non-ACD line. However, the supervisor will
not be able to barge. Barge attempts are only allowed from the ACD line.
6. Emergency requests are only allowed while talking on an ACD line. Requests while on a non-ACD line
will be ignored.
7. Emergency requests are not allowed during an assist call.
8. If the emergency request is sent to an individual line and that line is busy, the agent’s display will show
EMERG BUSY and the emergency lamp will be turned off. The agent may try to send the emergency request
as many times as necessary during the call.
9. The supervisor’s monitor will not be updated for transfers or subsequent calls as in the Monitoring - ACD
Supervisor - ACD [M-28A] feature. At the completion of the emergency call, the supervisor will be
released.
10. If an agent presses the EMER key, while already being monitored by a supervisor for a non-emergency
situation, the supervisor will be released from the monitor and the emergency will continue as usual.
Emergency requests are not allowed during a supervisor’s three-way barge or any other three-way
connection in progress at the agent’s position.
11. Emergency requests cannot be routed to operators, or destinations over CCIS. Pilot numbers for group
hunts is available as the destination of Emergency requests call, but the request call is not hunted to the
other members.
12. The emergency recorder is customer-provided equipment. Typically, it is a dictation machine with remote
playback capabilities. This equipment is optional and all other feature operations work even if a recorder
is not provided.
13. Due to the emergency nature of the call, audible beeps are not provided to the parties even though the call
is being recorded.