Acd Help - Toshiba Strata CT Manual

Features

ACD Help

You can call your Supervisor for assistance during an ACD call by pressing the
ACD Help does not apply to PBX or non-ACD calls. This button enables you to:
Talk to your Supervisor while the ACD call is on hold.
Establish a three-way conversation with your Supervisor and the ACD caller.
Drop out of the three-way ACD call while your Supervisor and the ACD caller remain connected.
To call your Supervisor for help
ACD Help
1. Press
Cnf/Trn
...or
2. After the Supervisor answers
Conf/Trn
Press
...or hang up
ACD Call
...or press
Strata CT ACD Agent November 2001
The call is automatically placed on
consultation-hold and your Supervisor's
#4033
and
telephone rings. Your LCD displays the
held line number and the
message.
HELP
When your Supervisor answers the Help
call, you can talk to the Supervisor and
the ACD Call remains on consultation-
hold.
Note
You and your Supervisor are connected to the caller.
Your Supervisor and the ACD caller are connected.
. Your Supervisor's telephone receives a busy tone. You and the
ACD caller are connected without the Supervisor.
SUPRVSR ASSIST
appears on your Supervisor's LCD.
If your Supervisor is not logged in, this feature is not
available. If the Supervisor's telephone is busy or is in
monitor mode, your Help call overrides and rings your
Supervisor's telephone.
ACD Help
ACD Help
button.
HOLD LINE 5
SUPRVSR ASSIST
13