ACD Assist me feature 1

[ericarivera411]

We have a queue system, where ACD agents login, and a supervisor who is setup to monitor their ACD agents. I know there is a way to have an agent send a message to the supervisor to assist or monitor that call. I've always heard it referred to as the "Assist Me" feature. But this feature does not work on our system. I have tried everything I can think of, setting a number under the queue properties’ assist number, but that doesn’t work. Everything I have tried to this point does not work. The monitor capabilities do, but the agent can't go backwards to request to be monitored. Any ideas on what I am doing wrong?

 

[ericarivera411]

Sorry I forgot to include the phone system information. We have an NEAX NEC 2000 IPS system.

 

[Fixin]

I am assuming you are using CCWX. In order for the assist and emergency keys to function, the supervisor needs to have their own split. They need to log into it and be ready. The extension in the agents assist box will be the supervisors ACD extension. Then it will work.

 

[ericarivera411]

They want a button programmed on the Dterm station for the Assist me feature. Do you know what the code would be for this?

By the way, I am using CallCenterWorx

 

[Fixin]

try F1040 in command 9000.