Configuring the Supervisor Assist feature for a CC phone

Last Updated : Feb 25, 2020 |
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An agent can request assistance from a supervisor by using the Supervisor Assist feature.
When the supervisor answers the call, the agent do one of the following:
  • Establish a conference call among the agent, caller, and the supervisor.
  • Transfer the call to the supervisor.
  • End the call with the supervisor.
  1. Log on to System Manager by using administrative credentials.
  2. On the System Manager web console, navigate to Elements Communication Manager Endpoints.
  3. Click Manage Endpoints.
  4. On the Endpoints page, select the CC endpoint for which you want to configure the Supervisor Assist feature, and then click Edit.
  5. On the Edit Endpoint page, click the Button Assignment tab.
    1. In Button Feature field, click assist.
    2. In the corresponding assist Grp field, type the hunt-group number assigned to the logged in agent.
    3. Navigate to Groups Hunt Group.
    4. Select the hunt group assigned to the assist Grp field and click Edit.
    5. Click the ACD Parameters (A) tab.
    6. In the Supervisor Extension field, type the extension number of the supervisor.
    7. In the Button Label field corresponding to the button number that you want to configure as a supervisor assist number, type a name for the supervisor assist button label. For example, Supervisor.
      ADDITIONAL INFORMATION:
      This label appears on the phone.
      If you do not specify a label, the default label that appears on the phone is Assist.
  6. Click Commit to save the changes.