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Strata CT ACD Supervisor November 2001
Agent Assistance Features
Agent Assistance
An Agent in your ACD Group can call you for assistance by pressing the
ACD Help
button on their
station. ACD Help rings the Supervisor’s [PDN] and takes priority over other ACD calls/functions
and, in some cases, the Agent can override your Do Not Disturb (DND) setting (if assigned in
programming). The ACD Help feature enables you to talk to the:
♦
Agent with the ACD call on hold.
♦
ACD caller with the Agent dropping out of the call by hanging up.
You can also participate in a three-way conversation with the Agent and the ACD caller when the
Agent presses
Cnf/Trn
after you answer the ACD Help call.
For this feature to work, your telephone must be logged in with the Supervisor ID code of the same
Group as the Agent requesting help.
➤
To assist an agent
Notes
●
Your telephone can be equipped with up to four [PDN] buttons to accommodate ACD Help calls
while busy on another call.
●
If your telephone is in the DND mode when an Agent presses
ACD Help
, the Agent receives
DND busy tone. If the Agent’s telephone has been programmed to allow DND Override (system
option), the Agent can dial
2
to override your DND. Call Monitor cancels after answering an
ACD Help call.
●
If one of your telephone’s [PDNs] is busy on another call or in the monitor mode, the Help call
automatically busy-overrides an idle [PDN] and a mute ring sounds on your telephone.
●
If the Agent drops out of a three-way assistance call leaving the ACD caller and Supervisor
connected, the call is no longer tracked on ACD MIS reports.
➤ Press the flashing [PDN]. The [PDN] LED is on. Your LCD displays the
message on the right.
XXXX
= ID number of the Agent requesting help.
On the Agent’s telephone, the ACD call is
automatically placed on consultation-hold.
QUE# 000 SUP GP01
HELP! AGT XXXX