Mitel Inter-Tel Axxess, Administrator'S Manual, Page: 227 / 384

Page 211 Placing Calls On Hold
System Features
Inter-Tel
®
Axxess
®
Administrator Guide — Issue 11.0, May 2008
PLACING CALLS ON HOLD
There are several ways to place intercom and outside calls on hold. While on hold, the caller
hears music (if equipped). There are three hold applications in the system:
•
Individual hold places the call on hold at one station. It can then be picked up directly
at that station or it can be picked up at another station using the Reverse Transfer fea-
ture.
•
System hold places the call on hold so that it can then be picked up directly at any
Inter-Tel endpoint that has an individual trunk button and has allowed-answer and/or
outgoing access for the associated trunk or at the station that placed it on hold. Attempt-
ing to place a conference on system hold will place the conference on individual hold.
Intercom calls cannot be placed on system hold. Single-line sets cannot place calls on
system hold; attempting to do so at a single-line station will place the call on individual
hold. In a network setting, when a user puts a trunk on system hold, only that user and
users on the same node as the trunk can access the call.
•
Consultation hold allows a single-line set user to pause during a call, use other system
features, and then return to the caller by performing a hookflash/recall. If a single-line
set user attempts to hang up after placing a call on consultation hold, the call recalls the
station.
If a call remains on hold until the Hold timer expires, it recalls the station where it is on hold,
and the Recall timer is started. If it is still unanswered when the Recall timer expires, it recalls
the station’s Attendant, and the Abandoned Call timer is started. (If the station does not have
an Attendant, the call continues to recall at the station that placed it on hold.) If the call is not
answered before the Abandoned Call timer expires, the call is disconnected by the system.
For users’ convenience, the system has two Hold timers: Hold and Hold - Alternate . In the
default state, the Alternate timer is set for a longer time period than the Hold timer. However,
both timers are programmable. The “Alternate Hold Timer” station flag determines which
timer each station will use. If the flag is disabled, the station uses the Hold timer. If it is
enabled, the station uses the Alternate timer.
NOTE:
Inter-Tel endpoint users can avoid the Hold timer by muting the microphone during a
call instead of placing the call on hold. If this is done, the caller will not hear music-on-hold and
will not recall the station.
INDIVIDUAL HOLD
To place an intercom or outside call on individual hold:
1.
While on the call:
Inter-Tel Endpoints: Press the Hold button or press the Special button and enter the
Individual Hold feature code (336). You hear intercom dial tone and the Call button,
individual trunk button, or
button flutters.
Single-Line Sets: Hookflash/Recall and enter the Individual Hold feature code (336).
You hear intercom dial tone.
2. Hang up or place another call.
To return to the caller on individual hold:
Inter-Tel Endpoints: Lift the handset and/or press the fluttering button for intercom
calls, or the Call button or individual trunk button (or the button) for outside calls.
Single-Line Sets: Lift the handset and enter the Individual Hold feature code (336).
IC
IC
ANSWER