LG IPECS - Supervisor Help Response; Dial 574, the Agent Help Code; Dial the Desired ACD Group Number; Press the { HELP } Button

IPECS Release 5
Feature Description & Operation 5.0
2-25
5. The ACD Supervisor can have an ACD Group Status button for each group to indicate Group
activity.
Programming
NUMBERING PLAN 1. Supervisor Login code (PGM 107-Btn 3)
2. Supervisor Logout code (PGM 107-Btn 4)
S
TATION GROUPS 1. ACD Groups (PGM191)
2. ACD Group Supervisor (PGM 191-Btn 18)
Related Features
Automatic Call Distribution
Hot Desk
Hardware
iPECS Phone
2.5.11.2 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 iPECS 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 Phone
To request Supervisor assistance,
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 and dial ‘574’, the Agent Help code
2. Dial the desired ACD Group number.
Supervisor iPECS Phone
To assign a {
HELP RESPONSE} button
[
PGM] + {FLEX} + ‘574’ + “Group Number” + [SAVE]