Vodavi Digital telephone, User Manual

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6 ACD/UCD
ACD Help
While on a call in progress, the following results will occur
when an Agent presses their
preprogrammed HELP flexible
button.
AGENT
The Agent will hear a confirmation tone and their HELP
button will illuminate if a supervisor is logged into their
ACD group.
If no supervisor is logged in, the Agent will receive an error
tone and the HELP button will not illuminate.
SUPERVISOR
An ACD supervisor station will receive a Help message
when an ACD member in the same group initiates a Help
request.
This function will also send a Camp-On tone to the
supervisor’s keyset speaker. A Help message will take
precedence over other messages. The supervisor can
clear the message by pressing their HELP button.
At the time the supervisor receives a Help request, they
can press their HELP flexible button followed by the
OVERRIDE feature button to bridge onto the ACD
group member’s call.
Once the HELP button is pressed, an intercom call is
placed to the station requesting Help, and the Help
message will be cleared.
The Help message will also be cleared if the agent was
on a call and went back on-hook before the supervisor
could respond. In this case, the Help message converts
to a message wait indication.
(The Agent can also clear the Help request by pressing
their HELP button a second time.)