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ACD Help
20 Strata CIX ACD Agent/Supervisor Telephone 05/06
ACD Help
You can call your ACD Group Supervisor for assistance during an ACD call by
pressing the
ACD Help button. This button enables you to:
• Talk to your Supervisor or Agent while the ACD call is on hold.
• Establish a three-way conversation with your Supervisor or Agent and the ACD
caller.
• Drop out of the three-way ACD call while your Supervisor and the ACD caller
remain connected.
³ To call your Supervisor for Help
1. Press
ACD Help.
The call is automatically placed on consultation-hold and called telephone rings.
When your Supervisor answers the Help call, you can talk to the Supervisor and
the ACD Call remains on consultation-hold.
Non-LCD: Reject tone plays if no Supervisor is available to help.
Note If your Supervisor is not logged in, this feature is not
available. If your Supervisor's telephone is busy in
monitor mode, ACD Help not ring your Supervisor's
telephone. See LCD (shown right).
2. Optional steps:
• Add the caller to the call (conference) by pressing
Cnf/Trn or you can put the
caller on Hold.
• Transfer the call to your Supervisor, hang up.
• Return back to the original caller and release your Supervisor by pressing
ACD Call.
Supervisor
Not Ready