Agent Assistance (Help) Call - Toshiba Strata CTX User Manual

Agent Assistance (Help) Call

Supervisor Only Feature
An Agent in your ACD Group can call you for assistance by pressing the
button on their station.
$&' +HOS
available. The ACD Help feature enables you to:
• Talk to an Agent with the ACD call on hold
• Talk to an ACD caller with the Agent dropping out of the call by hanging up
• Participate in a three-way conversation with the Agent and the ACD caller
For this feature to work, your telephone must be logged in with the Supervisor ID
code of the same Group as the Agent requesting help.
³ To answer an Agent's call for Help
1. When you hear a long, single ring and you see the Help
Request
ACCEPT
to reject it.
DENY
2. When a call rings your
the I-Use rate.
Strata CTX ACD Agent/Supervisor Telephone
rings the Supervisor telephone if the Supervisor's
on your LCD (shown right), press the
HR:
Soft Key to accept the call for help or press
$&' &DOO
button, press it. The ACD Call LED flashes at
07/04
Call Features
Agent Assistance (Help) Call
$&' +HOS
$&' &DOO
button is
HR: <agent name>
ACCEPT DENY
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