iPECS UCP
Feature Description and Operation Manual Issue 1.3
40
Conditions
1. The Agent Help request is sent to the lowest numbered available Supervisor
station for the associated ACD Group.
2. If no Supervisor is available, the Agent receives error tone.
3. A Warning Tone, if enabled, will be sent to the Agent as the Supervisor is
connected to the conversation.
4. Only one active Help request is allowed at a time, a second help request will
cancel any active help request.
Programming
SYSTEM ID
Flexible Numbering PlanACD Supervisor Status
STATION GROUP
DATA
Station Group Assignment ACD Group Type
Station Group Attributes Supervisor1 ~ 5,ACD Warning
Related Features
Automatic Call Distribution
Agent Help Request
Hardware
iPECS IP or LDP Phone
2.7.12.6 Supervisor Login/Logout
Description
Each ACD group is assigned up to five (5) Supervisors to monitor and control real-time status
of the ACD group and Agents assigned to the group. A Supervisor can be assigned to
multiple groups. The Supervisor login/logout feature provides a means for a supervisor to log
into one or more ACD groups and monitor calls.
Each Supervisor has a unique 4-digit Agent Id used to login and logout of active ACD group
participation. Supervisors can login from any station in the system but only at one station at a
time. If a Supervisor logs into a group from a station while logged in at another station, the
active login is terminated and the new login is honored.
Operation
Supervisor iPECS IP & LDP Phone
[TRANS/PGM] + {FLEX} + Login or Logout code (“572” or “573”) + ACD Group
Number + [HOLD/SAVE]
To assign {LOGIN} or {LOGOUT} buttons
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