Configuring DAC calling on the supervisor's phone

Last Updated : Feb 28, 2020 |
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When a supervisor calls an agent, the call is a Direct Agent Call (DAC). A supervisor can call an agent directly by pressing the feature key pre-configured with the agent ID or by dialing the agent ID.
Before you begin
Ensure that Supervisor phone has an idle call appearance to call an agent.
  1. Log on to System Manager by using administrative credentials.
  2. Do the following to enable direct agent calling functionality on the Supervisor’s phone:
    1. On the System Manager web console, navigate to Elements Communication Manager System.
    2. Click Class of Restriction.
    3. On the Class of Restriction (COR) page, select the COR number corresponding to CC endpoint for which you want to configure the direct agent calling, and then click Edit.
    4. In the Direct Agent Calling? field, select y(es) to enable direct agent calling for an endpoint.
    5. Click Enter to save the changes.
  3. Do the following to configure the agent ID on one of the programmable feature keys:
    1. On the Edit Endpoint page, click the Button Assignment tab.
    2. In the Button Feature field corresponding to the button number that you want to configure for calling an agent directly, click autodial.
    3. In the corresponding DialNumber, type the agent ID for a Direct Agent Call.
    4. Click Commit to save the changes.