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CHAPTER 5 NDA-24282 (E)
Page 284
Revision 1.0
PERSONAL EMERGENCY AND ASSIST - ACD
To place a personal emergency request:
1. While engaged in an ACD call, the agent presses the EMERGENCY key, the agent’s display shows EMR
KATHEY, and the associated lamp is lit.
2. The supervisor’s phone rings with the emergency displays shown below.
3. The supervisor will silently monitor the agent and the calling party.
4. The supervisor’s display shows EMR 4302 DDD 28, where 4302 is the agent position’s extension and DDD
28 is the trunk type and trunk circuit number to which the agent is connected.
5. When the supervisor answers, the agent’s display will show EMERG ANSWERED and the EMERGENCY
lamp will wink. When the agent releases from the call, or the supervisor releases from the monitor, the
agent’s lamp will be extinguished.
6. The agent and the calling party are never disconnected while the supervisor’s position is ringing.
7. An emergency recorder is connected as soon as the supervisor’s position answers 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.
To cancel a personal emergency request:
1. If the request is routed to an individual supervisor’s ACD or PBX line, the request can be canceled by
pressing the EMERGENCY key.
SERVICE CONDITIONS
1. The ASSIST key and the personal assist request number are dedicated to one of two features; either the key
and the number are used for the ASSIST feature or they are used for the Monitor Me - ACD [M-89A]
feature. The choice is indicated through an ACD MAT command on a split-wide basis.
2. When a Personal Emergency or Personal Assist call destination is a station which has Call Forward All,
Busy or Don’t Answer set the call will not be forwarded.
PROGRAMMING
Step 1: ACDLOG - Personal Assist Request number
Personal Emergency Request number
Step 2: ACDSPL - ASSIST key or MONITOR ME