Acd Help - Toshiba Strata CTX User Manual

Call Features

ACD Help

ACD Help
You can call your ACD Group Supervisor(s) for assistance during an ACD call by
pressing the
• Talk to your Supervisor or Agent while the ACD call is on hold.
• Establish a three-way conversation with your Supervisor or Agent and the ACD
caller.
• Drop out of the three-way ACD call while your Supervisor and the ACD caller
remain connected.
³ To call your Supervisor for Help
1. Press
The call is automatically placed on consultation-hold and called telephone rings.
When your Supervisor answers the Help call, you can talk to the Supervisor and
the ACD Call remains on consultation-hold.
Non-LCD: Reject tone plays if no Supervisor is available to help.
If your Supervisor(s) is not logged in, this feature is
Note
not available. If your Supervisor's telephone is busy
in monitor mode, ACD Help not ring your
Supervisor's telephone. See LCD (shown right).
2. Optional steps:
• Add the caller to the call (conference) by pressing
caller on Hold.
• Transfer the call to your Supervisor, hang up.
• Return back to the original caller and release your Supervisor by pressing
$&' &DOO
20
$&' +HOS
button. This button enables you to:
$&' +HOS
.
.
&QI7UQ
Strata CTX ACD Agent/Supervisor Telephone
Supervisor
No Ready
or you can put the
07/04