User guide

Agent Help
An agent can request your assistance during an ACD call. An agent might
summon your assistance if, for example, a caller is abusive or threatening. If you
receive an agent’s request for help, you may want to monitor the call or perhaps
have the conversation recorded. If you initiate a monitoring session in response
to a help request, the agent is always alerted when the session begins.
Responding to a HELP request
When an agent requests HELP, your telephone rings and HELP followed by the
agent’s identification number and extension number appears in your set display.
To respond:
1. Lift the handset to monitor the call.
2. Press TRANS/CONF to form a conference with the two parties
-or-
Press CANCEL to end the monitoring session.
If your set is busy
Your set rings briefly and HELP followed by the agent’s identification number is
displayed.
NOTE: The monitoring session is cancelled automatically when the call is ended
or when you go on hook.
If you receive a request for help from an agent whom you are currently
monitoring, HELP followed by the agent’s identification number appears
in your set display, indicating that the agent needs assistance.
If a request for help is sent to another supervisor from an agent whom
you are currently monitoring, you’ll continue to monitor while the other
supervisor receives busy tone.