User`s guide

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Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 D
107/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ACD SILENT INTRUSION
Definition
The supervisor may at any time intrude an agent who
is logged on. The supervisor may also intrude if an
ACD agent request for help.
During silent intrusion no warning tone is heard.
Use
Silent intrusion will be used by the supervisor to
support the agents.
Operation
START SILENT INTRUSION
SUPERVISION KEY and the CCS programs (Standard
or Basic) indicate the agent demanding support. Apart
from call on Line 2, silent intrusion gives the supervisor
an alternative possibility to offer his support.
Silent intrusion is started with code * 65 *. Then the
directory number of the selected agent has to be
dialled and key # has to be pressed. The agent has to
be logged on.
Short operation
Code * 65 * may be stored on a NAME-SELECTION
key.
For indicating the directory number, one of the
following keys can be used:
• ACD-supervision key
• Supervision key
• Name-Selection key
• Dedicated Intercom Line
The operation has to be terminated with key „#“.
Supervisor’s telephone display
The display indicates the same state as in case of
normal intrusion.
Agent’s telephone display
There is no alteration of the display at silent intrusion.
TERMINATE SILENT INTRUSION
There are three possibilities to terminate the silent
intrusion and to continue the call (agent or supervisor):
• The agent goes on-hook
• The supervisor goes on-hook
• The supervisor takes over the call
The agent goes on-hook
If the agent goes on-hook during silent intrusion the
supervisor is connected to the call.
The supervisor goes on-hook
If the supervisor goes on-hook silent intrusion is
terminated. The agent and his calling party remain
connected.
The supervisor takes over the call
For taking over the call, the supervisor has to dial the
code (normally ’8’) for intrusion or has to press, if pre-
programmed the key for intrusion. Thus, the agent’s
telephone becomes free.
Capacity
It depends on the number of supervisors, agents
logged on and possible conference calls how many
simultaneous calls with silent intrusion can be
possible.
Limitation
None.
Programming
When the silent intrusion is already installed, you can
alter via RASC the following parameters: