Inter-tel Axxess User Manual download pdf (Page 234)

Page 218

System Features

AXXESS

ADMINISTRATOR’S GUIDE – January 2004

Agent Help

The Agent Help feature will not function in the following cases:

• If the feature is not enabled in Premium Features, any user attempting to enter the

Agent Help feature code will hear reorder tones and, if at a display phone, see a

RESERVED FEATURE display.

• The Agent Help Extension cannot be in Do-Not-Disturb mode or have call forwarding

enabled. If so, the requesting user will hear reorder tones after entering the Agent Help

feature code or entering the desired extension number. The Agent Help request will not

follow the forward or any programmed system forwarding.

• If the station user who enters the Agent Help feature code is on a four-party conference

call, the system will send reorder tones to signal that the Agent Help Extension cannot

be added. There can be a maximum of four parties in a conference; attempting to add

the Agent Help Extension would exceed the maximum.

• If there are no conference circuits available when the station user enters the Agent Help

feature code, the user will hear reorder tones and must try again later when circuits are

available.

If the call is being monitored by a hunt group supervisor, the monitoring feature is terminated

when the Agent Help Extension joins the call; an Agent Help conference call cannot be moni-

tored.

O USE THE AGENT HELP FEATURE:

1. Inter-Tel Phones: While on a call, press the Special button and then enter the Agent

Help feature code (375). Executive Display, Professional Display, and Model 8560

Phone users can press the AGENT HELP menu button.

Single-Line Sets: While on a call, hookflash and then enter the Agent Help feature

code (375).

If you hear reorder tone, the Agent Help feature is not available at your station, you

already have four parties in your call, no conference circuit is currently available, or

the Agent Help Extension is in Do-Not-Disturb.

2. Depending on programming, you may be prompted to enter an extension number. If so,

enter the extension number of the station you wish to call for help. If you do not enter a

valid extension number, you hear reorder tones and must start over. The display shows

REQUESTING AGENT HELP.

3. If the Agent Help Extension accepts the call, you will hear the Agent Help tone, if

enabled. Display phones show AGENT HELP IN PROGRESS. When the Agent Help

Extension hangs up, your display shows AGENT HELP TERMINATED.

If the Agent Help Extension rejects the call, you will hear a confirmation tone. Display

phones will show AGENT HELP REJECTED.

O RESPOND TO AN AGENT HELP REQUEST AT A DISPLAY PHONE:

When you receive a private call from an Agent Help request, you will see a display

that shows (name) REQUESTS HELP. You can do one of the following:

To accept the call: Answer as usual or press the ANSWER menu button. You hear

the Agent Help Tone, if enabled. Your display shows AGENT HELP IN

PROGRESS.

To reject the call: Enter the Agent Help Reject feature code (376) or press the

REJECT HELP menu button. You hear confirmation tone.

To place your station in Do-Not-Disturb to block the call: Enter the Do-Not-

Disturb feature code (370) or press the button or the IC CALL TO DND

menu button.

DND

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Inter-tel Axxess User Manual Page 234

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