iPECS-CM
ACD & CTI Feature Description and Operation
Issue 3.5
29
Related WMS Menu
Data Management
>Numbering Plan Information > Feature Code> “ACD Call Indicator”
>Numbering Plan Information > Feature Code> “Non ACD Call Indicator”
Related Features
Hardware
3.16 Agent Help Feature
Description
Agents using an iPECS Multi-button phone can request help to supervisor with {ACD Agent Help
Request} on conversation state during ACD Log On state. The supervisor who recognizes the
agent help request by blinking {ACD Agent Help Request} button can start silent monitoring by
pushing the button.
Operation
[Agent] To assign a Flex button for {ACD Agent Help Request} operation using the Extension
User program:
[PGM]
+ {FLEX} + Button Feature Type (2) + Feature Code {ACD Agent Help Request} + “ACD
Group Representative Number” +
[SAVE]
[Supervisor/Assistant Supervisor] To assign a Flex button for {ACD Agent Help Request}
operation using the Extension User program:
[PGM]
+ {FLEX} + Button Feature Type (2) + Feature Code {ACD Agent Help Request} +
[SAVE]
1. An agent presses the {ACD Agent Help Request} button on conversation state during ACD
Log On state.
2. {ACD Agent Help Request} button on supervisor’s terminal is blinking and Message Wait
Indication Ring is alerting.
3. The supervisor presses the {ACD Agent Help Request} button.
4. Silent monitoring feature is automatically activated.
Conditions
When there are multiple available assistant supervisors and supervisor, the help request is
assigned in order of assistant supervisors (the order of registration on WMS), and
supervisor.
When all assistant supervisors and supervisor are busy, the help request is assigned to first
assistant supervisor.
