iPECS UCP - 2.7.12.5 Supervisor Help Response

iPECS UCP
Feature Description and Operation Manual Issue 1.3
39
&NUMBERING PLAN
STATION GROUP
DATA
Station Group Assignment  ACD Group Type
Station Group Attributes

Supervisor (1 to 5)
Related Features
 Station Groups
Hardware
 iPECS IP or LDP Phone
2.7.12.5 Supervisor Help Response
Description
An Agent may request assistance from a Supervisor using the ACD Group Help Code,
default “574” or {HELP} button. The Supervisor is then notified of the Help request in the
phone display and a flashing {HELP RESPONSE} button. The Supervisor can respond using
the Help Response button, which is required, and be connected to the Agent’s active call with
the microphone muted. The Supervisor hears the Agent and connected party and may join
the conversation by pressing the [MUTE] button to activate the microphone.
Operation
Agent iPECS IP & LDP Phone
[TRANS/PGM] + {FLEX} + “574” + “Group Number” + [HOLD/SAVE]
To assign a {HELP} button
1. Press the {HELP} button.
To request Supervisor assistance
SLT
1. Hook-flash and dial “574”, the Agent Help code.
2. Dial the desired ACD Group number.
Supervisor iPECS IP & LDP Phones
1. [TRANS/PGM] + {FLEX} + “574” + “Group Number” + [HOLD/SAVE]
To assign a {HELP RESPONSE} button
1. Lift the handset or press the [SPEAKER] button.
To respond to a Help request, at the Supervisor Phone
2. Press the flashing {HELP RESPONSE} button, the Supervisor is connected to the
active Agent call with the microphone muted, the [MUTE] button LED is ON.
1. Press the illuminated [MUTE] button.
To converse with the Agent and connected party