How to program and use Assist button

[heathersue]

Hi,

I've been looking for an answer to this question and I gave up, so I wanted to see if anyone knew how to do this. I want my Helpdesk ACD agents to be able to press a button that will alert the Helpdesk supervisor when they are on a call that they need help with( maybe irate callers or something). I'd want the supervisor to be able at that point to join the call in a listen only/ toggle to listen/talk mode. I think if I put an assist button on the agents phones that may somehow alert the supervisor. Any ideas on what else I would need to do? Thanks !!!

Heather

 

[dufus2506]

In the hunt group forms, on the second page, put the supervisors extension. This is the destination of the "assist" button calls.

However, it will require that the agent place the caller on hold to use. It's not like an "agent initiated service observe" or something like that. It's more of an autodial button that the agent doesn't have to program.

The supervisors mute button may help with the listen/listen-talk function, but to create the conference between the caller, the agent, and the supervisor, the caller still has to be put on hold first.

Carpe dialem! (Seize the line!)

 

[orypecos]

Maybe the agent can call the supervisor, then the supervisor can initiate a 'service observer' manually?

Da-vi'do

P.S. A message to all,if you want to get the best response to a question, please read FAQ222-2244 first. Also give the type & version of your voice mail & pbx system & preview your post to make sure it is complete & understandable. Be aware that if u don't answer a question, I usually will not continue to help u.

 

[phonepd]

It has been a while since I have used this, but I seem to remember that the first time they press the Assist button it does place the caller on hold and call the supervisor extension. Then if they press it a second time the caller, the agent and the supervisor are all bridged together.