Mitel SX-200 Practices page 843

ACD Agent Sets
HELP Softkey
6.6
During an ACD call all Agent sets display the HELP prompt. Help allows the Agent,
while involved in an ACD call, to request that a supervisor monitor the call, The Agent
may also tape the call by pressing the HELP softkey and dialing the directory number
of a recording device. This recording device must be a member of the same hunt
group.
Monitoring
While monitoring, the supervisor cannot be heard by either the ACD caller or by the
Agent, If the Silent Monitor Beeps option is enabled, a message is displayed on the
Agent's set and the Agent hears a short beep when the supervisor has answered the
help request. If Silent Monitor Beeps is disabled, the agent does not hear the beeps and
no message appears on the agent's set. In either case, the monitoring is transparent
to external ACD callers.
Operation
To request help while involved in an ACD call, the Agent presses the HELP softkey, The
display changes to CALL SUPERVISOR If the Agent is reporting directly to a Senior
Supervisor, the display shows CALL SENIOR S. Softkey prompts are provided for
confirmation.
The Agent responds by pressing one of the softkeys: YES, NO, or EXIT.
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Press the YES softkey to complete the help request call to the Supervisor,
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Press the NO softkey to select another Help destination, or
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Press the EXIT softkey to terminate the request for help.
When the Agent presses the NO softkey, the set display prompts ENTER NUMBER.
The Agent must dial a valid destination number or press a programmed speedcall key.
The only valid destinations are IDS for supervisors or senior supervisors, and access
codes for recording hunt groups. Entering any other number results in a set display of
INVALID. Once avalid number has been entered the set displays the CALL prompt, and
the agent presses the CALL softkey to complete the call.
When an unprogrammed speed call key is used to place a help call, the set responds
with I NVALI D0
When the destination begins ringing, the Agent set displays HELP REQUESTED.
When the help request is answered, the agent set display changes to 'XXXXX
MONITORING', where 'XXXXX' is the helper's extension number.
9109-096-62O-NA
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