iPECS UCP
Feature Description and Operation Manual Issue 1.3
19
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 {HELP}Flex 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 {HELP} buttons
1. Press the {HELP}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. No signals are sent to the active conversation and the connected party is unaware
of the request for assistance using the {HELP} button during a call.
Programming
SYSTEM ID
Flexible Numbering Plan ACD Help Code
STATION GROUPS Station Group Assignment ACD Group Type
Station Group Attributes Supervisor
Related Features
Station Groups
Supervisor Help Response
Hardware
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