BusinessPhone Communication Platform 5.1
Facilities

## 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 |  | Function of programmable key

Enter function code = 32

3046 |  | Program ACD help key

## Equipment

None

Revision: K © Ericsson Enterprise 2003