Toshiba CIX-SG-CCACD-VB User Manual

You can call your ACD Group Supervisor for assistance during an ACD call by 
pressing the 

ACD Help

 button. This button enables you to:

•

Talk to your Supervisor or Agent while the ACD call is on hold.

•

Establish a three-way conversation with your Supervisor or Agent and the ACD 
caller.

•

Drop out of the three-way ACD call while your Supervisor and the ACD caller 
remain connected.

³ To call your Supervisor for Help

1. Press 

ACD Help

.

The call is automatically placed on consultation-hold and called telephone rings. 
When your Supervisor answers the Help call, you can talk to the Supervisor and 
the ACD Call remains on consultation-hold.

Non-LCD: Reject tone plays if no Supervisor is available to help.

If your Supervisor is not logged in, this feature is not 
available. If your Supervisor's telephone is busy in 
monitor mode, ACD Help not ring your Supervisor's 
telephone. See LCD (shown right).

2. Optional steps:

•

Add the caller to the call (conference) by pressing 

Cnf/Trn

 or you can put the 

caller on Hold.

•

Transfer the call to your Supervisor, hang up.

•

Return back to the original caller and release your Supervisor by pressing 

ACD Call

.