Diverting Hunt Group Calls; Hunt Group Supervisor Features; Accepting Or Rejecting Agent Help Calls; Monitoring Calls - Mitel 8620 User Manual

Diverting Hunt Group Calls

You can temporarily divert hunt group calls, preventing hunt group calls to your extension.
To divert hunt group calls:

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. Station Monitor stops if the hunt group member terminates or
transfers the call. You can barge-in to or "steal" monitored calls, as described below. You can
also record the call. See "Using Record-A-Call" on
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:
Mitel ® 8620/8622 IP Phone User Guide – Issue 14, June 2010
Dial 324 to divert calls. The display shows the feature state DIVERT HUNT GROUP
CALLS. Dial 324 again to program your IP phone to accept calls.
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.
page 37 for more information about
Hunt Groups
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