Getting Help; When You Need Help - Mitel 5224 User Manual

Getting Help

Whenever you are in a conversation on an Automatic Call Distribution (ACD) call,
you can request help from an ACD Supervisor. The type of help you receive
initially is to have the Supervisor silently monitor the conversation. The caller is
not aware that they are being monitored unless the Supervisor later decides to
initiate a three-way conference, which can be done at any time during the call.
If a Supervisor has not logged in with an Agent Identification (I.D.) code, the Supervisor's
extension number must be dialed (when prompted to do so). If a Supervisor has logged in
with an Agent I.D. code, you can request help without having to know the location, by dialing
that Agent I.D. code (when prompted to do so).
A Supervisor's I.D. code or extension number can be dialed by using either the
keypad or by having a Speed Call Key programmed for this purpose.

When You Need Help

To request help:
1. Press SuperKey.
2. Press the No softkey until HELP? appears on the display.
3. Press the Yes softkey.
4. You will be prompted to enter the extension number of the Supervisor
you want.
Your help request is automatically cancelled if you do not enter digits within
20 seconds. Digits dialed in error can be erased with the
The and Enter softkey will appear after you start entering the digits.
3. Press the Enter softkey. Your display shows the path name, then
updates to show originating party information, including the amount of
time that the caller has waited.
4. If the Supervisor is busy, the display shows BUSY (allowing you to
make another choice or to cancel your request for Help).
5. When the Supervisor answers, the display indicates HELP
accompanied by the Supervisor's number or name.
If the Supervisor conferences into the call, a Split Softkey also appears.
6. When the Supervisor hangs up, the display returns to idle.
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Softkey.