ACD/UCD 7
XTS-IP / XTSc-IP Station User Guide March 2007
ACD Help
While on a call in progress, the following results will occur when an
Agent presses their preprogrammed HELP flexible button.
AGENT -- The Agent will hear a confirmation tone and their HELP button
will illuminate if a supervisor is logged into their ACD group.
If no supervisor is logged in, the Agent will receive an error tone and the
HELP button will not illuminate.
SUPERVISOR -- An ACD supervisor station will receive a Help message
when an ACD member in the same group initiates a Help request. If an
agent is logged into more than one ACD group, the help request goes
to supervisors of the first ACD group logged into.
This function will also send a Camp-On tone to the supervisor’s
keyset speaker. A Help message will take precedence over other
messages. The supervisor can clear the message by pressing their
HELP button.
At the time the supervisor receives a Help request, they can press
their HELP flexible button followed by the OVERRIDE feature button
to bridge onto the ACD group member’s call.
Once the HELP button is pressed, an intercom call is placed to the
station requesting Help, and the Help message will be cleared.
The Help message will also be cleared if the agent was on a call and
went back on-hook before the supervisor could respond. In this
case, Help message converts to message wait indication.
(The Agent can also clear the Help request by pressing their HELP
button a second time.)
If the agent is logged into several groups simultaneously,
the supervisors of the first group logged into are the ones
that will be contacted.
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