Emergency Call
Description
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group
Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the
ACD Agent and the caller. If the agent needs assistance, the supervisor can press their Emergency
Call key and join in the conversation. Emergency Call can be a big help to inexperienced ACD Agents
that need technical advise or assistance with a difficult caller. The supervisor can easily listen to the
conversation and then jump in if the situation gets out of hand.
If an ACD Supervisor is on an Emergency Call, you can allow calls to the ACD Supervisor to be
transferred to the System Supervisor by setting Program 41-14-01 to '0.' The System Supervisor can
be programmed to have an Emergency Call key and Supervisor Split key assigned.
Conditions
None
Default Settings
• Emergency Call Overflow enabled (Program 41-14-01 = 0)
• No Emergency Call keys assigned (Program 15-07-01:
12)
• No Supervisor Split keys assigned (Program 15-07-01:
16)
Programming
Program No. Program Name / Description
15-07-01 Programmable Function Keys
• Assign an Emergency Call key (code
12) to both the ACD Group Supervisor and the ACD Agent.
• Assign a Supervisor Split key (code
16) to the ACD Group Supervisor.
41-14-01 ACD Options Setup – Automatic Answer at Headset
Set the Emergency Call Operation Mode (0=Call system supervisory extension when group supervi-
sory extension is busy, 1=No call to system supervisory extension when group supervisory extension
is busy) for ACD Groups (1 ~ 8).
The supervisor must be logged in and have an Emergency Key programmed.
By pressing the key once, the supervisor can monitor the call - pressing twice barges in on the call.
Related Features
Barge-In
SL2100
ISSUE 1.0
3-4
Emergency Call
E
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