User`s guide

22(30)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 F
106/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD-HELP
Definition
To assist the agent in difficult situations and thus
remove stress, reduce the occurrence of potential
errors and enable the Call Centre to run as smoothly
as possible, the agent can get help from a monitoring
supervisor should, the need arise.
Use
A help key can be assigned to each agent telephone.
This can be used by the agents to ask for the
assistance of the supervisor in difficult situations.
When the key is pressed, a lamp that represents the
agent on the supervisor's telephone starts flashing and
the telephone rings (if programmed).
The supervisor can then, by pressing the
corresponding key, initiate a call on the agent's Line 2.
The agent can answer the call and, if desired, set up a
conference or extend the call to the supervisor.
Operation
If, during an ongoing call, the agent needs the
assistance of the supervisor, he/she presses the help
key.
The key on the agent’s telephone, glows steadily, and
the corresponding lamp on the supervisor’s telephone
flashes rapidly. Ringing is heard, if so programmed.
When the supervisor presses the ACD-Supervision
key, a call is initiated to the agent who asked for
assistance.
This call is presented on the agent’s Line 2.
This type of call overrides blocking (if any) on Line 2.
A suitable procedure for the agent is to block Line 2
before pressing the help key as the call that will be
presented on Line 2 is without doubt the call from the
supervisor.
The agent answers the call by pressing the Line 2-key.
The agent can use the refer back procedure to switch
back and forth between the two parties, or initiate
conference.
The supervisor can take over the call whereby the
agent initiates transfer.
Capacity
None.
Limitation
A key for monitoring the agent status has to be
programmed on the supervisor’s telephone set. Each
agent needs a separate monitoring key
(ACD-Supervision key).
See ACD-SUPERVISOR GENERAL (107/155 34-ASB
150 02 Uen)
Programming
0301
Key programming on agent telephones.
All telephone key functions are programmed via
command 0301.
xxxx enter the agent’s directory number
yy enter the relevant key
Programming the help key
If the agent is to have a help key for calling the
supervisor, a key must be programmed for this
purpose:
zz Enter function code = 32
3046
Program ACD help
This command allows to specify for which
Authorisation Categories (COS) it is permitted to
program a key for ACD help.
10 Jul 14:40 +15˚
FUNCTION OF KEY 0301 xxxx yy zz
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