Mitel Inter-Tel Axxess, Administrator'S Manual, Page: 247 / 384

Page 231 Agent Help
System Features
Inter-Tel
®
Axxess
®
Administrator Guide — Issue 11.0, May 2008
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 endpoint, 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.
To use the Agent Help feature with an Inter-Tel endpoint:
While on a call, press the Special button and then enter the Agent Help feature code (375).
Executive Display, Professional Display, and Model 8560 endpoint users can press the
AGENT HELP menu button.
•
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.
•
Depending on programming, you may be prompted to enter an extension number. If so,
enter the extension number of the station you want 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.
•
If the Agent Help Extension accepts the call, you will hear the Agent Help tone, if
enabled. Display endpoints 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
endpoints will show AGENT HELP REJECTED.