iPECS eMG80 - Agent Help Request

iPECS eMG80 & eMG800 & UCP
Feature Description and Operation Manual Issue 1.6
19
Programming
Keyset Admin.
NUMBERING PLAN
ACD Agent Wrap-Up End (PGM 109-Button 9)
STATION GROUPS ACD Group (PGM 191)
ACD Wrap-up Timer (PGM 191-Button 9)
SYSTEM ID
&NUMBERING PLANS
Web Admin.
Flexible Numbering Plan Wrap-Up End
STATION GROUP DATA Station Group Assignment ACD Group Type
Station Group Attributes

Wrap-Up Timer
Related Features
Hardware
2.7.3.3 Agent Help Request
Description
Agents request assistance from a Supervisor using the ACD Help Code, default *574. Using
iPECS IP or LDP Phones, agents with the {ACD Help Code} button can request assistance
without interrupting an active conversation.
Operation
Agent iPECS IP & LDP Phone
[TRANS/PGM] + {FLEX} + “*574” + ACD Group Number (optional) + [HOLD/SAVE]
To assign {ACD Help Code} buttons
1. Press the {ACD Help Code} button.
To request Supervisor assistance while on an active ACD call
SLT
1. Hook-flash.
To request Supervisor assistance while on an active ACD call
2. Dial “*574”, the Agent Help code.
3. Dial the desired ACD Group number.
Conditions
1. Agents receive error tone to indicate there is no active Supervisor.
2. Using the {ACD Help Code} button during a call, no signals are sent on the active