I have a customer in the UK emergency services who has migrated from Nortel CS1K to Avaya CM 8.0.1 and is missing the old CS1K feature "Answer Emergency"
whereby an agent on a call to a PSTN caller can press the "Emergency" key WITHOUT putting the PSTN caller on hold which will then ring and flash on the supervisors handset.
during this time the call recording is maintained and the agent can offer support to the caller while the supervisor handset rings and flashes.
The supervisor presses the "Answer Emergency" key and a 3 way call is established and the supervisor is presented with the agent ID so knows which agent has the problem.
Nortel CS1k feature description is below: -
Regards
Paul
whereby an agent on a call to a PSTN caller can press the "Emergency" key WITHOUT putting the PSTN caller on hold which will then ring and flash on the supervisors handset.
during this time the call recording is maintained and the agent can offer support to the caller while the supervisor handset rings and flashes.
The supervisor presses the "Answer Emergency" key and a 3 way call is established and the supervisor is presented with the agent ID so knows which agent has the problem.
Nortel CS1k feature description is below: -
Regards
Paul
