Filter
Top Products
NDA-24282 (E) CHAPTER 5
Page 283
Revision 1.0
PERSONAL EMERGENCY AND ASSIST - ACD
P-45A PERSONAL EMERGENCY AND ASSIST - ACD
GENERAL DESCRIPTION
This feature allows an agent to have a designated individual supervisor’s number as the destination for an assist
request (personal assist request number) and a designated individual supervisor’s number as the destination for
an emergency request (personal emergency request number). If these personal numbers are defined for an agent,
then these numbers will be used instead of the emergency and assist numbers that are defined for a split. If these
personal numbers are not defined, then the request (emergency/assist) will be directed to the supervisor who was
designated for the split. In the latter case, the split is the split in which the agent received the call. This is true
for an agent working in single-split or multi-split mode. Please refer to Multi-Split Agent - ACD [M-90A] for
related information.
OPERATING PROCEDURE
For these examples, the agent’s name will be Molly and the supervisor’s name will be Kathey.
To place a personal assistance request:
1. While on an ACD call, Molly at extension is 4302 presses the ASSIST key. The ASSIST lamp turns on and
ASSIST KATHEY is displayed on the agent’s position indicating whose supervisor position is receiving the
call.
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’s position is rung.
4. The assistance call will connect on the supervisor’s ACD line and the supervisor’s position will display
either ASSIST MOLLY or ASSIST 4302, depending on whether the agent’s name is programmed with his or
her logon ID. Please refer to Flexible ID Codes - ACD [F-25A] for more information.
5. After consulting with the supervisor, one of three things may occur:
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 lamps are
extinguished and the displays return to their original status.
To cancel a personal assistance request:
1. After initiating an assistance request and before being answered by the supervisor, the agent may cancel
the request by pressing the TRANSFER key.
2. The ASSIST lamp will be extinguished, the agent will be reconnected with the ACD call, and the display
will return to its original status.