CS 1000 user experience

Last Updated : Feb 27, 2020 |
Prolog information
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The functionality available with the Emergency key is similar to the Malicious Call Trace (MCT) feature and transfer by conference. The difference between the functionality available with the CS 1000 Emergency and MCT key is that CS 1000 not only records the call and logs the call information, but also notifies an agent’s supervisor. On CS 1000, an agent normally notifies their supervisor using the Supervisor key. The difference between the functionality available with the CS 1000 Emergency and Supervisor key is that Emergency not only notifies an agent’s supervisor, but also records the call and logs the call information. This information allows to find the specific call in any recordings.
In case of threatening or abusive calls, the agent can see the trunk access code and trunk member number or the caller information on the phone display, unless the caller has presentation restriction enabled. When the agent presses the Emergency key, CS 1000 initiates a no-hold conference with the agent’s supervisor. The supervisor receives a notification about the emergency call and information about the calling agent and answers the call using the Answer Emergency key. To record the emergency call, a customer can configure a tape recorder or maintenance TTY, or both.
If the supervisor accepts the emergency call, then both the agent and the supervisor must stay on the call until the call ends and the recording stops.
When the agent presses the Emergency key, the associated LED or icon indicates the supervisor or recording trunk status as follows:
Emergency key status
Description
Dark
Both the supervisor and the recording trunk are unavailable.
For example, the supervisor can be unassigned to the agent, can be busy on another emergency call, or might not have the Answer Emergency key on their telephone. The recording trunks can all be busy or unassigned.
Flashing
The supervisor is available but has not answered the emergency call.
Constantly lit
Either the supervisor or the recording trunk, or both, are joined the call.
The following is the call flow when an agent presses the Emergency key during a call:
  1. During a call, the agent presses the Emergency key.
  2. CS 1000 generates a report log.
  3. If the queue is configured to record emergency calls, CS 1000 starts recording the call.
  4. If the call is from an Integrated Services Digital Network (ISDN) trunk and the system is configured to send the MCT signals over that trunk, the system alerts the PSTN that the call is malicious.
  5. A no-hold conference call is initiated.
  6. The supervisor receives the emergency call on the supervisor’s Answer Emergency key. The supervisor also receives audio and visual alerts about the incoming emergency call. The supervisor’s phone displays the agent’s position ID.
  7. After the supervisor receives the call, the Emergency key LED or icon on the agent’s phone flashes.
  8. The supervisor presses the Answer Emergency key to answer the call.
  9. After the supervisor answers the call, the Emergency key LED or icon on the agent’s phone lights.
  10. The supervisor listens to the call through the speaker.
    The phone headset remains on the cradle. ACD stations in CS 1000 enable the party to log out by removing a headset from the cradle. In this case, the headset must not be plugged in to answer the call.
  11. The supervisor can put the call on hold to make other calls, such as placing a 911 call. To retrieve the emergency call that is put on hold, the supervisor must press the Answer Emergency key.