Agent Help - Inter-Tel AXXESS Administrator's Manual

AGENT HELP

NOTE
The Agent Help feature allows a station user to request help from a designated "Agent Help
Extension" during a two- or three-party call. When the request-for-help call rings, the Agent
Help Extension can choose to join the call or reject the request. The Agent Help Extension can
be a supervisor or other station, an extension list, or a hunt group.
In database programming, there are two fields for each station that affect how this feature oper-
ates.
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When a station user enters the Agent Help feature code, a private call is placed to the station's
Agent Help Extension. While the call is ringing at the supervisor's extension, neither the
requesting user nor any other parties on the call can hear the private call ringing. If the supervi-
sor answers the call, the system creates a conference to include the supervisor in the requesting
user's original call.
If the Agent Help Extension is a keyset, the microphone is muted and the supervisor cannot be
heard unless he or she presses the MUTE key. If the Agent Help Extension is a single-line set,
the supervisor can be heard as soon as the conference is established. In either case, the supervi-
sor can hear all other parties on the call.
In a network setting, the Agent Help Extension does not need to reside on the same node as the
user requesting Agent Help.
The type of station instrument determines how the Agent Help Extension is alerted:
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Agent Help
INTER-TEL AXXESS ADMINISTRATOR'S GUIDE – Issue 5.1, March 2000
This feature must be enabled in Premium Features.
The Agent Help Extension field determines the station that is called when the Agent
Help feature code is entered at the station. This can be set to any valid extension num-
ber for a station, extension list, or hunt group, or it can be set to "None."
The User-Keyed Extension flag, if enabled, allows the user to select the station that will
receive the Agent Help request, even if a default Agent Help Extension is programmed
as described above.
AGENT USER
HELP EXT KEYED
Ext. number Disabled The Agent Help Extension is called when the feature code is
entered.
Ext. number Enabled The user is prompted to enter the desired number after the
feature code is entered. If a number is not entered before the
dialing timer expires, the programmed Agent Help Exten-
sion number is dialed automatically.
None Enabled The user is prompted to enter the desired number after the
feature code is entered.
None Disabled The user hears reorder tone if the feature code is entered.
Display Keyset: If the Agent Help Extension is a display keyset, the display shows that
the incoming private call is an Agent Help request and identifies the username of the
requesting station. The Agent Help Extension can choose to reject the call by not
answering it or by entering the Agent Help Reject feature code (376). The call appears
under the IC (or a Call key if there is no IC key).
AXXESS System Features
RESULT
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