Supervisor Help Response; Dial '574', The Agent Help Code; Dial The Desired Acd Group Number; Press The { Help } Button - LG iPECS Feature Description & Operation

IPECS Release 5
Feature Description & Operation
5. The ACD Supervisor can have an ACD Group Status button for each group to indicate Group
activity.
Programming
N P
UMBERING LAN
S G
TATION ROUPS
Related Features
Automatic Call Distribution
Hot Desk
Hardware
iPECS Phone
2.5.11.2

Supervisor Help Response

Description
An Agent may request assistance from a Supervisor using the ACD Group Help Code, default 574 or
{ } button. The Supervisor is then notified of the Help request in the iPECS Phone display and a
HELP
flashing {
HELP RESPONSE
which is required, and be connected to the Agent's active call with the microphone muted. The
Supervisor hears the Agent and connected party and may join the conversation by pressing the
[ ] button to activate the microphone.
MUTE
Operation
Agent iPECS Phone
To request Supervisor assistance,
1. Press the {
HOLD

2. Dial '574', the Agent Help code,

3. Dial the desired ACD Group number.

Or,
1. Press the {
HELP
SLT
1. Hook-flash and dial '574', the Agent Help code
2. Dial the desired ACD Group number.
Supervisor iPECS Phone
To assign a {
HELP RESPONSE
[ ] + {
PGM FLEX
1. Supervisor Login code (PGM 107-Btn 3)
2. Supervisor Logout code (PGM 107-Btn 4)
1. ACD Groups (PGM191)
2. ACD Group Supervisor (PGM 191-Btn 18)
} button. The Supervisor can respond using the Help Response button,
} button
} button.
} button
} + '574' + "Group Number" + [ ]
SAVE
2-25
5.0