User`s guide

USING THE ASSIST

FEATURE

4 Press [SPEAKER] to join the call.

You will not be able to speak to either person unless you lift your

handset. If you listen to the call through the handset instead of through

the voice terminal speaker, the caller and agent may be able to hear

surrounding room noise.

Press [SPEAKER] again to leave the call.

For each agent who may need a visual means of signaling you for help, there

must be a System 25 Station-to-Station Message Waiting button on the

agent’s voice terminal and a paired Station-to-Station Message Waiting button

on your supervisor voice terminal. On both voice terminals, label the button

either ASSIST or MSG WAIT and the PDC of the corresponding voice

terminal. When an agent needs assistance, the agent can press the Assist

(MSG WAIT) button on the agent voice terminal. The green light next to the

corresponding button on your supervisor voice terminal will turn on.

You can see which agent is signaling you by following this procedure:

Your Assist buttons should be marked with the PDC of the corresponding

voice terminal so that you will be able to tell which station is signaling you

for assistance.

If necessary, look at the Split Status screen to see which agent is handling

calls at that station.

To turn off the light next to the Assist button on both the agent’s and your

supervisor voice terminal, press the Assist button next to the light you want

to turn off.

The CMS Supervisor’s Voice Terminal

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