Acd Agent Assistance - Toshiba Strata DK14 General Description Manual

ACD Agent Assistance

ACD Agent Assistance provides visual indication to the Supervisor position when an Agent
assistance call takes place. When an Agent calls an idle Supervisor station by pressing the ACD
Help button, the Supervisor station starts ringing and a message indicating the assistance call and
the Agent ID is shown on the LCD. The Supervisor can connect directly to the Agent by pressing
the flashing PhDN button.
The Agent can then speak privately with the Supervisor, or can initiate a three-way conference
with the Supervisor and the ACD caller, or transfer the call to the Supervisor. When the Supervisor
hangs up, during a conference call, the Agent remains connected to the ACD call. If the Agent
hangs up, during a conference call, the Supervisor remains connected to the call.
Benefits
Provides quick and easy access to the supervisor.
Strata DK Feature Description 5/99
Automatic Call Distribution
ACD Supervisor Features
System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
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