Ericsson iPECS-100, Feature Description And Operation Manual

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iPECS-LIK
Feature Description & Operation Manual
Issue 6.1
35
2 ACD Group Supervisor (PGM 191-Btn 18)
3 ACD Warning Tone (PGM 191-Btn 12)
Related Features

Automatic Call Distribution

Agent Help Request
Hardware

iPECS Phone
2.5.11.3 Agent Call Monitor
Description
Agent Call Monitor permits an active Supervisor to monitor an Agent
’s call in progress for
training purposes or to assist the Agent. When used, the Supervisor is connected to the call
with the microphone muted, the
[MUTE] button LED is On. If ACD Warning Tone is enabled, a
Warning Tone is provided to the Agent
’s call indicating the Supervisor has entered the call. The
Supervisor hears the Agent and connected party and may join the conversation by pressing the
[MUTE] button to activate the microphone.
The Supervisor station must be assigned an {AGENT MONITOR} button to activate the Agent
Call Monitor feature.
Operation
Supervisor iPECS Phone
To assign an {AGENT MONITOR} button
1. [PGM] + {FLEX} +
“577” + “Group Number” +
[SAVE]
To enter an active Agent call from the Supervisor phone
1. Lift the handset or press the [SPEAKER] button.
2. Call the desired Agent and receive busy tone,
3. Press the {AGENT MONITOR} 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 Supervisor must be active and logged into the Agent
’s ACD group to monitor
calls in progress.
Programming
NUMBERING PLAN 1 Supervisor Monitor Code (PGM 107-Btn 8)
STATION GROUPS 1 ACD Groups (PGM 191)
2 ACD Group Supervisor (PGM 191-Btn 18)