Hunt Group Supervisor Features; Accepting Or Rejecting Agent Help Calls; Monitoring Calls; Stealing Hunt Group Calls - Mitel 5312 User Manual

Hunt Groups

Hunt Group Supervisor Features

The following features can be used by hunt group supervisors only.

Accepting or Rejecting Agent Help Calls

Supervisors can accept or reject Agent Help calls.
To accept an Agent Help request:
To reject an Agent Help request:

Monitoring Calls

You can use Station Monitor to connect to a hunt-group call and hear both parties, but you
cannot be heard by either one. inter-station Monitor stops if the hunt group member terminates
or transfers the call. You can barge-in or "steal" monitored calls, as described in the following
sections. You can also record the call. See "Using Record-A-Call" on
information about recording calls.
NOTE
To use Station Monitor:

Stealing Hunt Group Calls

While monitoring a hunt group call, you can "steal" the call from the hunt group member, which
disconnects the call from the agent and transfers the call to your extension.
To steal a hunt group call:
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Answer as usual. Your microphone is automatically muted
Dial 376. AGENT HELP REJECTED appears.
Station Monitor is not supported on peer-to-peer (P2P) calls. Contact your system
administrator for more information.
Dial 321, and then enter the extension number. MONITORING EXT <number> appears.
Monitored hunt group members may hear an "activation tone" when the feature is
activated.
Dial 387. CALL STOLEN FROM EXT <number> appears.
.
Mitel ® 5312/5324 IP Phone User Guide – Issue 2, June 2010
page 42 for more