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CHAPTER 7 SYSTEM OPERATIONS
2.9 Assistance
The agent position can request assistance from a supervisor during an ACD call.
2.10 Emergency/Recorder
The agent can notify the supervisory position of abnormal calls such as harassment, and request monitoring. If
a recorder is provided, the conversation can also be recorded.
Note: As the agent presses MON key while the agent is monitoring, “BARGE?” is displayed. At that time, moni-
toring is abandoned by the following operation.
• Dial “1” + “#” or “1” + “n” ... “n” + “#”
• Press MON key again
• No operation for 30 seconds
The agent position presses the ASSIST key.
ASSIST XXXX (Supervisory position name for the position with ID code or the ACD line
number for the position without ID code) is displayed.
The supervisor answers the assistance call.
ASSIST XXXX (Agent position name for the position with ID code or the ACD line number for
the position without ID code) is displayed.
The supervisor and agent can confer while the ACD call is held with Consultation Hold.
The agent presses the EMER key.
HELP XXXX (Supervisory name for the position with ID code or the ACD line number for the
position without ID code) is displayed.
If a recorder is provided, recording of the call starts at the same time.
The ACD CALL lamp and the MONITOR lamp on the supervisory position blink. When ringing
starts, the supervisory confirms the display of HELP XXXX (Agent name or ACD line number),
Trunk kind, Trunk number, and presses the LINE key.
Note
The monitoring can be terminated when the supervisor presses the RELEASE key.
The call between the ACD call and agent position continues.
The recording ends.
(When activating three-way conference, see 2.11 Monitoring/Supervisory Override)
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