Avaya Aura® Call Center Elite legacy SIP device user experience

Last Updated : Feb 27, 2020 |
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With Avaya Aura® Call Center Elite, you cannot use the Supervisor Assist key for requesting assistance. Alternatively, on an H.323 phone, you can use the Malicious Call Trace Controller key for contacting a supervisor.

Using the Supervisor Assist key

The Supervisor assist key allows an agent to perform the following:
  • Make a call to a supervisor
  • Make a conference call with a supervisor using Automatic Call Distribution calls (ACD)
  • Transfer an ACD call to a supervisor
To make a conference call or transfer an ACD call to a supervisor, the agent must have the second call appearance key available on the phone.
An agent can have several Supervisor Assist keys. The keys can be labelled with the corresponding supervisor skills or left blank.
A supervisor that an agent contacts is determined in the following ways:
  1. If the agent is on a call and the skill group is not specified, by the skill group of this call. In this case, if the agent has several skill groups, they can contact a supervisor of the skill group related to the call.
  2. If the agent is idle, by the first listed skill group for this agent.
Each time an agent presses the Supervisor key, any active call is put on hold and the agent makes a call to the supervisor.
The following is the call flow when an agent presses the Supervisor key during a call:
  1. The agent presses the Supervisor key.
  2. The current call is placed on hold.
  3. The supervisor gets an alert.
  4. If the supervisor answers a call before getting an alert, the agent and supervisor have a consultative call.
The following is the call flow when an agent presses the Supervisor key when not on a call:
  1. The agent presses the Supervisor key.
  2. The supervisor gets an alert.
  3. The supervisor answers the call.
An agent can resume the previous call in either of the following ways:
  • If an agent was on an VDN call and wants to resume it after talking to the supervisor, they must press the line key for the VDN call.
  • If an agent was on a call and wants to resume it after talking to the supervisor, they must press the line key for the previous call.
An agent can add a supervisor to a conference call with the caller in the following ways:
  1. During a consultative call, the agent resumes the previous call.
  2. The call between the agent and supervisor is placed on hold.
  3. The agent presses the conference soft key, both calls are placed on hold.
  4. The agent presses the call appearance of the supervisor, the multi-party conference call is performed.
An agent can transfer by conference in the following way:
  1. During a consultative call, the agent resumes the previous call.
  2. The call between the agent and supervisor is placed on hold.
  3. The agent presses the Сonference soft key, both calls are placed on hold.
  4. The agent presses the supervisor call appearance key, the conference call starts.
  5. The agent presses the Release key to leave the conference. The call between the caller and supervisor continues.
An agent can transfer by conference using the Transfer soft key in the following way:
  1. During a consultative call, the agent resumes the previous call.
  2. The call between the agent and supervisor is placed on hold.
  3. The agent presses the Сonference soft key, both calls are placed on hold.
  4. The agent presses the supervisor call appearance key, the conference call is initiated.
  5. The agent presses the Transfer soft key to complete the transfer. The call between the caller and supervisor continues.