IPECS Release 5
Feature Description & Operation 5.0
2-10
2.5.1.3 Agent Help Request
Description
Agents request assistance from a Supervisor using the ACD Help Code, default 574. Using iPECS
Phones, agents with the {
HELP} button can request assistance without interrupting an active
conversation.
Operation
Agent iPECS Phone
To assign {
HELP} buttons:
[
PGM] + {FLEX} + ‘574’ + ACD Group Number (optional) + [SAVE]
To request Supervisor assistance while on an active ACD call,
1. Press the {
HOLD} button
2. Dial ‘574’, the Agent Help code,
3. Dial the desired ACD Group number.
Or,
1. Press the {
HELP} button.
SLT
1. Hook-flash.
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 {
HELP} button during a call, no signals are sent on the active conversation and the
connected party is unaware of the request for assistance.
Programming
NUMBERING PLAN 1. ACD Group Help Code (PGM 107-Btn 5)
S
TATION GROUPS 1. ACD Group (PGM 191)
2. ACD Supervisor (PGM 191-Btn 18)
Related Features
Station Groups
Supervisor Help Response
Hardware
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