Ericsson iPECS-100, Feature Description And Operation Manual

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iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
34
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
{HELP} button. The Supervisor is then notified of the Help request in the iPECS Phone
display and a flashing {HELP RESPONSE} button. The Supervisor can respond using the Help
Response button, 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
[MUTE] button to activate the microphone.
Operation
Agent iPECS Phone
To request Supervisor assistance,
1. Press the {HELP} button.
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} button
1. [PGM] + {FLEX} +
“574” + “Group Number” +
[SAVE]
To respond to a Help request, at the Supervisor Phone,
1. Lift the handset or press the [SPEAKER] button,
2. Press the flashing {HELP RESPONSE} button, the Supervisor is connected to the
active Agent call with the microphone muted, the [MUTE] button LED is On.
To converse with the Agent and connected party
1. Press the illuminated [MUTE] button.
Conditions
1. The Agent Help request is sent to the lowest numbered available Supervisor station
for the associated ACD Group.
2. If no Supervisor is available, the Agent receives error tone.
3. A Warning Tone, if enabled, will be sent to the Agent as the Supervisor is connected
to the conversation.
4. Only one active Help request is allowed at a time, a second help request will cancel
any active help request.
Programming
NUMBERING PLAN 1 ACD Group Help Code (PGM 107-Btn 5)
STATION GROUPS 1 ACD Groups (PGM 191)