Calling a supervisor using the Supervisor Assist feature

Last Updated : Feb 27, 2020 |
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You can request assistance from your supervisor by using the Supervisor Assist feature.
You can use the Supervisor Assist feature while you are on an active ACD call. You can also use the Supervisor Assist feature when you are idle, for example, to request assistance from your supervisor after the completion of a call.
After you complete this task, you can speak with your supervisor and do any of the following:
  • Transfer the call to the supervisor.
  • Establish a conference call among you, the calling party, and the supervisor.
  • End the call with the supervisor, if you do not need any further interaction with the supervisor.
Before you begin
Ensure that:
  • You are logged in either in Auto-in mode or Manual-in mode to receive an incoming call.
  • The administrator has programmed Assist on one of the programmable feature keys or on the expansion module.
  1. Press the Assist feature key programmed for the Supervisor Assist feature.
    STEP RESULT:
    If the supervisor is busy or has not logged in, you cannot call a supervisor by using the Assist key.
    When the supervisor answers the call, Device Adapter establishes an active call between you and the supervisor. If you had an active call when you invoked supervisor assist, the ongoing call goes on hold.
  2. Do one of the following:
    • End the call with the supervisor by pressing the Release button and if you were on an call when you invoked supervisor assist, continue the normal call.
    • Transfer the call to the supervisor:
      • Press the call appearance key on which the active call was put on hold. Now the held call is active and supervisor goes on hold.
      • Press the Transfer soft key to transfer the call to the supervisor. Pressing the soft key puts the active call on hold.
      • Press the call appearance key on which you put the supervisor on hold.
      • Device Adapter transfers the call to the supervisor and establishes an active call between the caller and the supervisor.
        You are no longer a participant of the active call and Device Adapter releases your call.
    • Establish a conference call:
      • Press the call appearance key on which you put the active call on hold. Now the held call is active and supervisor goes on hold.
      • Press the Conf soft key to establish conference between the agent, caller and the supervisor. Pressing the soft key puts the ACD call on hold.
      • Press the call appearance key on which you put the supervisor on hold.
      • Device Adapter establishes a three-way conference between the you, the caller, and the supervisor.
    ADDITIONAL INFORMATION:
    To cancel a transfer or conference and return to the original call, press the line appearance button.
Next steps
Press the Release button or place the handset on hook to end an active call.