11
Barge-In
This feature allows the ACD Supervisor to enter an
Agent’s conversation. The system may be
programmed to provide a tone to the agent
indicating barge-in has occurred.
To Barge-In
While monitoring an outside, ICM or ACD call:
• Press the [
ADD
] key
You are now part of the conversation. Both the
monitored station and the caller can hear and speak
with you.
To Barge-In While Whisper Monitoring
While whisper monitoring an outside, ICM or ACD
call:
•
Press
•
Press the [
ADD
] key
You are now part of the conversation. Both the
monitored station and the caller can hear and speak
with you.
While Monitoring a Conversation
• Press the Add button [
ADD
]
The display will read:
ACD CNF ACD GROUP
AGENT
When Not Monitoring a Conversation
• Lift the receiver
• Dial the Agent’s extension number
Wait for the busy signal, then:
• Press the Add button [
ADD
]
The display will read:
ACD CNF ACD GROUP
AGENT
Station Coaching
Station Coaching includes two actions: Monitoring
and whisper paging (called Whisper Monitor). A
digital key telephone is able to whisper monitor a
digital key telephone after invoking the monitor
feature. The Monitoring station can whisper monitor
other stations while on an outside call, an intercom
call or an ACD call by pressing the
key to speak
to the monitored station without the calling station
hearing.
Important:
Use of this feature may be prohibited by
state law.
To Station Coach
While monitoring an outside, ICM or ACD call
•
Press
You can now speak without the caller hearing.
To Return to Monitoring
While Station Coaching an outside, ICM or ACD call
•
Press
You are now monitoring the conversation but can no
longer speak with the monitored station.
12
ACD Group Night Service
Allows the ACD Supervisor to change the Call
Sequence Table from Day Mode to Night Mode for
the ACD Group.
To Place an ACD Group in Night Mode
• Press the ACD Group Night button [
NIGHT
]
The ACD Group Night button [
NIGHT
] lamp is red.
To Place in Day Mode
• Press the ACD Group Night button [
NIGHT
]
The ACD Group Night button [
NIGHT
] lamp is off.
Answering a Help Call
When an Agent requests assistance, the ACD line
button will flash red and the display will show the
Agent’s extension number, name, and Help.
To Answer a Help Call
• Press an ACD line button
To Enter the Conversation
• Press the ADD button [
ADD
]
Answering an Emergency Help Call
When an Agent requests assistance, the ACD line
button will flash red and the display will show the
Agent’s extension number, name, and Emergency.
To Answer an Emergency Help Call
• Press an ACD line button
To Enter the Conversation
•
Press the ADD button [
ADD
]
Call Sequence Table Number Change
Manual Selection
• Press the Call Sequence Table Number Change
button [
SQC
]
• Dial the ACD Group Number [
1-250
]
• Dial the Call Sequence Table Mode [
1-3
], 1=day,
2=night, 3=transfer
• Dial the Call Sequence Table Number [
1-250
]
• Press the Call Sequence Table Number Change
button [
SQC
]
Preset Selection
ACD Group, Call Sequence Table Mode, and Call
Sequence Table Number are programmed.
• Press the Call Sequence Table Number Change
button [
SQCn
]
