Vertical summit 800 - Supervisor Help Response

Summit & Summit 800
Feature Description and Operation Manual Issue 1.2
43
ACD Group Supervisor (PGM 191-Button 18)
Web Admin.
SYSTEM ID
&NUMBERING PLAN
Flexible Numbering PlanACD Supervisor Status
STATION GROUP
DATA
Station Group Assignment  ACD Group Type
Station Group Attributes

Supervisor (1 to 5)
Related Features
 Station Groups
Hardware
 iPECS IP or LDP Phone
2.7.12.5 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 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 IP & LDP Phone
To assign a {HELP} button
[TRANS/PGM] + {FLEX} + “574” + “Group Number” + [HOLD/SAVE]
To request Supervisor assistance,
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 IP & LDP Phones
To assign a {HELP RESPONSE} button
[TRANS/PGM] + {FLEX} + “574” + “Group Number” + [HOLD/SAVE]