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Call Center Supervisor Guide 13
Call Center Supervisor Guide
Handling Supervisor help requests
You can program the Supervisor Help feature (F906) to a memory button of your telephone, and press the
programmed memory button to use Supervisor Help. For how to program a memory button see
“Programming a memory button” on page 11.
Handling escalated or missed requests
When your Supervisor Help LCD indicator is flashing, you can retrieve escalated or missed Supervisor
Help requests. If there are one or more requests, Call Center shows all of the requests. Escalated requests
for calls that are still active are shown first, from the oldest to most recent. After that, missed requests are
shown from the oldest to the most recent.
You can accept the call by pressing the YES softkey. After you accept the request, the request no longer
appears to other supervisors who are retrieving help requests. Their displays show the next escalated
request, or the first missed request if there are no more escalated requests, or “No help requests” if there are
no more missed requests. For a missed request, the prompt “aa:aname asked” appears, and you can retrieve
information about the call by pressing the
INFO softkey, or can move to the next request by pressing the
NEXT softkey.
1 Launch Supervisor Help by pressing ≤·‚fl or the F906 memory
button on your telephone.
2 The display shows the ID of the agent who is requesting help.
Press YES to accept the agent request for help
or
press NO to escalate the request
or
press INFO to view the agent name, time and date of the request, caller ID
and caller name of the agent’s call.
3 The display shows the agent name.
While you monitor the agent, you can press the INFO key to view the time
and date of the request, caller ID and caller name of the agent’s call.
You can press the JOIN softkey or the MUTE button on your telephone to
join in the call.
NOTE: Depending on what system you use, the Join and Mute softkeys
may not appear.
4 When the help session is complete, press ® to end the session.
Help aa?
INFO Y
ES NO
Help aa:
INFO JOIN