User`s guide

USING THE ASSIST
At times an agent may want to signal you that assistance is needed. To do
BUTTON so, the agent can press the Assist button. (This will not interrupt the current
CMS call.) This action turns on the green light next to the corresponding
Assist button at your voice terminal. To find out what line the agent is using
so that you can join the agent’s call in progress, look at the CMS Line Status
screen or appropriate Split Status screen. Either you or the agent can turn off
the Assist button lights at both voice terminals by pressing the Assist button
next to the light that is on. (If you need to assign Assist buttons, refer to the
CMS Planning Guide for information.)
If agents need help with a CMS call in progress, they should do the
following:
• Without hanging up, press [ASSIST].
(The green light next to the Assist button on the agent’s voice terminal
and the green light next to the corresponding button on the supervisor
voice terminal turn on.)
To turn off the Assist button on both the agent voice terminal and the
supervisor voice terminal, do the following:
• Press [ASSIST].
(The green light next to the Assist button on the agent voice terminal and
the corresponding button on the supervisor voice terminal turn off.)
PLACING A CALL ON
HOLD
If an agent puts a call on hold and then places the voice terminal on-hook,
CMS considers the call finished and makes the agent available for another
CMS call. When the agent then lifts the handset to pickup the call again,
CMS credits the agent with an “other” call. Therefore, if an agent is to
receive ACD credit for the entire call, the agent must leave the handset off-
hook while the call is on hold.
To place a call on hold, the agent should do the following:
• Press [HOLD]. Do not hang up the handset.
(The green light next to the held call’s line button winks.)
NOTE: If the agent hangs up while a call is on hold, the agent is
automatically available for another CMS call.
To return to the call on hold, the agent should:
• Press the button next to the winking light of the held call.
TRANSFERRING CALLS After answering a CMS call, an agent may need to transfer the call:
• T
O a specific person (agent or non-agent) on your System 25
• Into another line group’s queue of calls
The Agent’s Voice Terminal 6-7