The user experience when requesting assistance on the CS 1000 phones is similar to and that with the Avaya Aura®.
However, the Device Adapter user experience is closer to the Avaya Aura® user experience because the Device Adapter uses the Avaya Aura® Call Center Elite server.
Using the Supervisor Assist key
With CS 1000 and Avaya Aura® Call Center Elite, an agent can use the Supervisor Assist key to perform the following:
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Make a call to a supervisor
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Make a conference call with a supervisor using Automatic Call Distribution (ACD)
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Transfer an ACD call to a supervisor
An agent can have several Supervisor Assist keys. The keys can be labelled with the corresponding supervisor skills or left blank.
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.
The agent can transfer a call to a supervisor by making a conference call with them in one of the following ways:
