If you identify a malicious call, you can press the Emergency button to trace the malicious call and request your supervisor for assistance.
The Emergency button is available on your phone only if the system administrator configures this button for your phone.
Press the Emergency button during the active call.
STEP RESULT:
The mct-contr button on all the supervisor phones that are configured as MCT controllers for your phone are lit to notify the supervisors about the malicious call.
A supervisor presses the mct-contr button to answer the call.
ADDITIONAL INFORMATION:
The Emergency lamp on the agent’s phone is lit to indicate that the supervisor has answered the call.
After a supervisor answers the malicious call, the MCT notification on the other phones that are configured as MCT controllers stops.
Result
Depending on the feature configuration and the resource availability, the system does the following:
