BusinessPhone Communication Platform 6.0
Facilities

## 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

As long as a silent intrusion process is ongoing, the Agent has no possibility to transfer the current call.

## Programming

When the silent intrusion is already installed, you can alter via BMS the following parameters:

### Facility access

The ACD supervisor (calling extension) needs for the commands 3004 and 3072 a „Yes“.

3004 |  | Intrusion

3072 |  | Silent intrusion

### Extension parameters

0101 |  | Facility COS

0107 |  | Break-in allowed?

### Directory number

ASB 150 02 creates the directory number to activate the silent intrusion procedure *65* automatically upon restart.

#### Commands for intrusion

- Trunk parameters

1007 |  | Break-in allowed?

- Define facility digits

2406 |  | Digit for Executive intrusion

## Equipment

No additional hardware required.

Revision: J © Ericsson Enterprise 2004