Table of Contents
Advertisement
ACD Agent Features
Agent Help Request
The ACD Agent Help feature allows an ACD agent to signal
their assigned supervisor for assistance.
While the agent is on a call:
Press the HELP Flexible button (if pre-programmed).
The ACD supervisor receives a Help request message if they
are a member of one of the ACD groups they are assigned
to. The Help function sends a Camp-On tone to the
supervisor's speaker. The Help request takes precedence
over any other messages and can be cleared by the
supervisor by pressing their HELP button.
When the supervisor receives a Help request, they can
press the HELP button followed by the OVERRIDE button to
bridge onto the ACD group member's call. The HELP
button will place an intercom call to the station requesting
help.
A Flexible button must be programmed to use some of
the following features. Refer to
Buttons
.
Confirmation tone will be heard by the agent.
HELP button LED will be lit if a supervisor is logged
into the agent's ACD group.
If a supervisor is not logged in, the agent will
receive error tone.
Programming Flexible
Advertisement
Table of Contents
