Conferencing; Responding To Help - Mitel 5224 User Manual

Conferencing

This feature allows you to join into a conversation that is being monitored. You,
the Agent, and the ACD caller are joined in conversation. All parties hear the
Conference tone when you start the Conference.
To start a Conference
1. Establish a Silent Agent or Group Monitor as explained in "Silent
Agent and Group Monitoring".
2. Press the
when the Conference begins.
3. To exit the Conference, hang up your telephone or press
Following termination of a Conference you must start over and re-
establish Silent Monitoring as described in "Silent Agent and Group
Monitoring".

Responding to Help

As a Supervisor, Help requests are made to you by Agents under your
supervision. These Help requests are initially for you to silently monitor a
conversation in progress. Once you are monitoring your Agent and a caller they
are in conversation with, you have the ability to remove your Silent Monitor and
actively join the conversation in progress. You also have the option of
discontinuing the Silent Monitor mode that was established when you responded
to the Help request.
Help requests override any Call Forwarding, Do Not Disturb, or Re-routing that
may have been established on your set. A Help request does not respond to Call
Pickup from other sets.
If you are currently monitoring an Agent who requests Help from you, a delay of 5
seconds takes place at the Agent's set prior to the Agent's indication that Help is
in progress. This is done so that the Agent doesn't necessarily know that
monitoring was in progress.
If you are monitoring an Agent that requests Help from a Supervisor other than
yourself, you receive a Conference tone, are temporarily removed from your
monitor status, and return to the WAITING display on your set. This Conference
tone indicates that this is not the normal completion of a call. When this Help
session is completed, the original monitor is re-created and you receive
key to join the conversation. Silent Monitoring ends
30
.