Ericsson iPECS-100, Feature Description And Operation Manual

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iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
15
To request Supervisor assistance while on an active ACD call,
1. Press the {HELP} button.
SLT
To request Supervisor assistance while on an active ACD call,
1. Hook-flash.
2. Dial
“574”, the Agent Help code.
3. Dial the desired ACD Group number.
Conditions
1. Agents receive error tone to indicate there is no active Supervisor.
2. Using the {HELP} button during a call, no signals are sent on the active
conversation and the connected party is unaware of the request for assistance.
Programming
NUMBERING PLAN 1 ACD Group Help Code (PGM 107-Btn 5)
STATION GROUPS 1 ACD Group (PGM 191)
2 ACD Supervisor (PGM 191-Btn 18)
Related Features

Station Groups

Supervisor Help Response
Hardware
2.5.1.4 Agent Queued Calls Display
Description
An Agent can view the queued call status for an ACD group when not on a call, in off-duty or
wrap-up status. In addition, an active Agent can view the queued call status for an ACD
group
while on a call using
{Display Call Queue} Flex button. The Call Queue display will show the
ACD group number, the number of calls in queue and the longest queue time.
Operation
Agent iPECS Phone
To assign a {DISPLAY CALL QUEUE} buttons;
1. [PGM] + {FLEX} +
“575” + ACD Group
[SAVE]
To display ACD Call Queue status when the Agent is idle and on-duty;
1. Lift the handset or press the [SPEAKER] button.
2. Dial
“575”, the ACD Call Queue status code
3. Dial the ACD Group number. The display shows the Queued call status and will
update as the queue status changes. If no calls are in queue, the phone returns to
idle.