Vertical summit - 2.7.3.3 Agent Help Request

Summit & Summit 800
Feature Description and Operation Manual Issue 1.2
19
ACD Wrap-up Timer (PGM 191-Button 9)
Web Admin.
SYSTEM ID
&NUMBERING PLANS
Flexible Numbering Plan Wrap-Up End
STATION GROUP DATA
Station Group Assignment ACD Group Type
Station Group Attributes

Wrap-Up Timer
Related Features
Hardware
2.7.3.3 Agent Help Request
Description
Agents request assistance from a Supervisor using the ACD Help Code, default 574. Using
iPECS IP or LDP Phones, agents with the {HELP} button can request assistance without
interrupting an active conversation.
Operation
Agent iPECS IP & LDP Phone
To assign {HELP} buttons:
[TRANS/PGM] + {FLEX} + “574” + ACD Group Number (optional) + [HOLD/SAVE]
To request Supervisor assistance while on an active ACD call,
1. Press the {HELP} button.
SLT
To request Supervisor assistance while on an active ACD call,
1. Hook-flash.
2. Dial “574”, the Agent Help code.
3. Dial the desired ACD Group number.
Conditions
1. Agents receive error tone to indicate there is no active Supervisor.
2. Using the {HELP} button during a call, no signals are sent on the active conversation
and the connected party is unaware of the request for assistance.
3. If Supervisor already monitor the agent conversation, Help Request will be ignored
4. Agent on recoding state cannot use Help Request