LG IPECS - Agent Call Monitor; Agent Help Request

IPECS Release 5
Feature Description & Operation 5.0
2-26
To respond to a Help request, at the Supervisor Phone,
1. Lift the handset or press the [speaker] button,
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.
To converse with the Agent and connected party
1. Press the illuminated [
MUTE] button.
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
NUMBERING PLAN 1. ACD Group Help Code (PGM 107-Btn 5)
S
TATION GROUPS 1. ACD Groups (PGM 191)
2. ACD Group Supervisor (PGM 191-Btn 18)
3. ACD Warning Tone (PGM 191-Btn 12)
Related Features
Automatic Call Distribution
Agent Help Request
Hardware
iPECS Phone
2.5.11.3 Agent Call Monitor
Description
Agent Call Monitor permits an active Supervisor to monitor an Agent’s call in progress for training
purposes or to assist the Agent. When used, the Supervisor is connected to the call with the
microphone muted, the [
MUTE] button LED is On. If ACD Warning Tone is enabled, a Warning Tone
is provided to the Agent’s call indicating the Supervisor has entered the call. The Supervisor hears
the Agent and connected party and may join the conversation by pressing the [
MUTE] button to
activate the microphone.
The Supervisor station must be assigned an {
AGENT MONITOR} button to activate the Agent Call
Monitor feature.