How To Handle Missed Requests; An Example Of Retrieving An Escalated Request - Nortel Call Center Telephone Administration Manual

162 Chapter 11 Monitoring call activity

How to handle missed requests

When a supervisor's Supervisor Help LCD indicator is flashing, the supervisor can retrieve
escalated or missed Supervisor Help requests.
If there are one or more requests, Call Center shows all of the requests. Escalated requests for calls
that are still active are shown first, from the oldest to most recent. After that, missed requests are
shown from the oldest to the most recent.
A supervisor can accept the call by pressing the YES softkey. After the supervisor accepts the
request, the request no longer appears to other supervisors who are retrieving help requests. Their
displays show the next escalated request, or the first missed request if there are no more escalated
requests, or "No help requests" if there are no more missed requests.
For a missed request, the prompt "xx:aname asked" appears, and the supervisor can retrieve
information about the call by pressing the INFO softkey, or can move to the next request by
pressing the NEXT softkey.

An example of retrieving an escalated request

The supervisor launches the Supervisor Help feature by pressing the Supervisor Help (F906)
feature key.
Help xx?
INFO YES
For a missed request, the prompt "aa asked help" appears".
After a missed request is viewed by a supervisor, it is not shown to any other supervisor.
N0025637 01
Launch the Supervisor Help feature by pressing ≤·‚flor
1
the F906 memory button on your telephone.
2 The display shows the ID and name of the agent requesting help.
NO
Press YES to accept the help request
or
press INFO to see more information about the request
or
press NO to deny the request. This escalates the request, and the
display shows the next help request, if there is one.
When the help session is complete, press ® to end the session.
3