Acd Help - Toshiba Strata DK Acd Agent Manual

ACD Help

You can call your Supervisor for assistance during an ACD call by pressing the
 '
button. 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
  '
1. Press

...or
!"#$$
...or, if using a
standard telephone,
hookflash and press
!"#$$
.

2. Press
...or hang up
Strata DK ACD Agent 2/99
The call is automatically placed
on consultation-hold and your
and
Supervisor's telephone rings.
Your LCD displays the held
line number and the
message.
ASSIST
appears on your
HELP
Supervisor's LCD.
When your Supervisor answers
the Help call, you can talk to
the Supervisor and the ACD
Call remains on consultation-
hold.
If your Supervisor is not logged in, this feature
Note
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.
You and your Supervisor are connected to the caller.
Your Supervisor and the ACD caller are connected.
HOLD LINE 5
SUPRVSR ASSIST
SUPRVSR
Features
ACD Help

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