Iwatsu ENTERPRISE-CS, Руководство пользователя

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ECS ACD USER GUIDE - 237
Help
During difficult call situations, an Agent may request the help of an ACD
Supervisor by pressing the Help key. When the Help key is pressed the ACD
Supervisor is notified, and the Agent's Help key flashes red. When the ACD
Supervisor responds to the Help request, the Agent's Help key becomes solid
red and the ACD Supervisor is in the Call Monitoring state.
To start a Help Call

Press the Help key.

The Help key will flash red. When the Supervisor responds, the key
will be red and the Supervisor will be in the Call Monitoring state. If
the Supervisor does not respond, the lamp will go off after a specified
period of time.
Not Available
When the Not Available feature key is pressed, an Agent is excluded from
receiving ACD Calls for an undefined period of time. There are two ways to
activate the Not Available state: Reserved and Immediate. When the Reserved
method is selected, the ACD Agent will be in the Not Available state upon
pressing the Not Available key, and the ACD Call is disconnected. When the
Immediate method is selected (the ACD Call becomes disconnected), and the
Agent will be placed in the Not Available state when the Agent presses the Not
Available key.
If an Agent should leave their workstation and forget to place their phone in
the Not Available state, the ECS ACD will automatically place the Agent's
phone in the Not Available state after a specified period of ACD Call ring
time, 0-255 seconds.
Reserved Method - Makes Agent Not Available when the Call is
terminated

During a conversation:

Press the Not Available key.

The Not Available key will flash red.

Hang up to terminate the call and place the station in Not Available
mode.
Immediate Method - Terminates the Call and Makes Agent Not Available

During a conversation:

Press the Not Available key to immediately terminate the conversation
and place the station in Not Available mode. The Not Available key will
flash red.