Iwatsu ENTERPRISE-CS, Owner'S Manual

Page: 254 / 274

ECS ACD USER GUIDE - 236
Call Park / Swap
Agents can alternate between an ACD call and an ECS system call by pressing
the PARK key.
To alternate between an ACD Call and an ECS call when speaking on an
ACD Call:

Press the Call Park key [ PARK ] and It will flash green.

Initiate either an intercom or outside call.

Press the Call Park key [ PARK ] to return to the ACD call and place the
new call on Call Park.
Emergency Help Calls with Recording
During difficult call situations an Agent may record the conversation and
notify the ACD Supervisor by pressing the Emergency Recording key. When
the Emergency Recording key is pressed the dedicated paging port is activated,
the ACD Supervisor is notified, and the Agent's Emergency Recording key
flashes red. When the ACD Supervisor responds to the Emergency Recording
request, the Agent's Emergency Recording key becomes solid red and the
ACD Supervisor is in the Call Monitoring state.
An IX-MISC card and a paging port are required for this feature. This feature
operates when the dedicated ACD Group paging port is idle.
To start an Emergency Help Call

Press the Emergency Recording key [ EMG REC ]. The Emergency
Recording key will flash red indicating that the paging port is available
and the Supervisor will be notified that assistance is required.

If a paging port is not available this feature will not operate and there
will be no lamp indication.

Important: Use of this feature may be prohibited by state law.
Group Park
The ACD Group Park feature allows an active ACD agent to place an ACD
call in Group Park. The ACD call status changes to a PBX call when an
ACD call is placed in Group Park and the ACD Agent becomes available to
take the next call.
While on an ACD Call:

Press the [ GROUP PARKn ] key.