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A-34A ASSISTANCE - ACD AGENT - ACD
Queuing of Assistance Requests:
See MULTIPLE SUPERVISORS [M-79] for details.
1. Assistance requests may be routed to a split of supervisors or an individual supervisor. In the case of a split of
supervisors, multiple assistance requests can be queued. All the features which apply to CALL TRANSFER TO
SPLIT QUEUE-ACD [C-67A] also apply to assistance requests to a split of supervisors.
2. If assistance requests are being routed to a split of supervisors, they will also appear on the supervisor’s ACD
line. If the calls are routed directly to an individual supervisor, they will appear on the pre-programmed line
(e.g., the supervisor’s non-ACD line).
SERVICE CONDITIONS
1. During an assist call, either the agent or the supervisor can display the source of the original ACD call and the
queue depth by pressing the LOGON key. Refer to “CALLING PARTY IDENTIFICATION-ACD [C-70A]”
for additional information.
2. The directory number used for assistance requests may not contain a “*” or a “#”.
3. Assist requests will be ignored while talking on a non-ACD line or during an emergency call.
4. The ASSIST key can be dedicated to the ASSISTANCE - ACD AGENT feature or the MONITOR ME feature.
The choice is made on a split-wide basis.
5. When an Assistant request is routed to an individual supervisor, the call is distributed to the supervisor in Work
Mode or Break Mode. While, Assistant call to a split of supervisors is not distributed to the supervisors in those
modes.
6. For Assistant split queuing, to ensure the fastest processing, the only CCV steps that will be executed are Queue
to Split, Conditional Queue to Split, and Pause, End CCV and the request will be queued at the highest priority.
PROGRAMMING
This data is set to the agent position.
STEP 1: AOKC - Define the meaning of OAI key codes (AKYD. FKY 34 through 47).
KEY-CODE=8 (FKY 41 in AKYD)
F-KIND=2 (Terminal Multi Information Transfer Facility: TMF)
OP-CODE=254 (Assistance)
STEP 2: ACDSPL - Assign the Non-ACD line’s number of the supervisory position as the assistance call’s desti-
nation.
ASIST: Non-ACD line (My line) of a supervisory position/Pilot number of a split of supervisors
STEP 3: AKYD - Apply “ASSIST” key to the function key.
KYN=7 (as an example)
KYI=1
FKY=41 (ASSIST)
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