Help Call? 2

[cloudbased]

We have a client who wants to be able to do the following:

ACD agent handles a call but needs to request help from a manager to take over to call.

Instead of manually calling over a manager and passing a headset over, they want to be able to use the system and get the manager to enter the conversation from his desk phone.

I was thinking about conferencing the manager in, or is there maybe a way of intruding into the call?

MCD4.0
PF CCM5.6

Gracias

 

[LoopyLou]

There was a help feature on the SX2000 The 3300 has this which I think is the same. Maybe this is what you are looking for?

Requesting Help
An agent can request help from a supervisor.

To request help from a supervisor:

Press Superkey.

Press No until the Request Help? appears in the display

Press Yes.

Enter the supervisor's Agent ID or extension number.

Press Enter.

Note: Silent Monitoring Agent Help is not supported on the SUPERSET 4015 phone, or the 5010, 5212, 5215, and 5312 IP Phones. However, Silent Monitoring Agent Help is supported on these phones if Contact Center Phone Set Manager is used with them.

Note: This feature is NOT supported over MSDN/DPNSS. The supervisor must be on the same switch as the agent who is requesting the help.



I'd tell you a UDP joke but I'm afraid you won't get it. TCP jokes are the best because you always get them.

 

[kwbMitel]

Yes - Use the Agent Help Options.

This can be done without the callers knowledge or leaving the call.

The manager can come on the line in a listen only mode if the manager has silent monitor allowed.

The manager can then have the option to engage with the call live at the press of a button.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[cloudbased]

Ive tried this on a 5340 [does nto say that this is NOT supported] and I dont get the options for Request Help when scrolling through the superkey options.

Slient Monitor Accept is activate in the COS for the agent phone.

 

[cloudbased]

All fixed - many thank you

 

[kwbMitel]

What was missing, help us to help the next person.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[cloudbased]

The manageress testing this did not have an ACD call active when testing for us!