Agent Help - Inter-Tel AXXESS Manual

System Features
® ®
INTER-TEL AXXESS

34. AGENT HELP

NOTE:
34.1 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 Exten-
sion can be a supervisor or other station, an extension list, or a hunt group.
34.2 In DB Programming, there are two fields for each station that affect how this feature
operates. (See
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Table 5-36.
34.3 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
supervisor answers the call, the system creates a conference to include the supervisor in the
requesting user's original call.
34.4 If the Agent Help Extension is a phone, the microphone is muted, and the supervisor
cannot be heard unless the
line set, the supervisor can be heard as soon as the conference is established. In either case, the
supervisor can hear all other parties on the call.
34.5 In a network setting, the Agent Help Extension does not need to reside on the same
node as the user requesting Agent Help.
34.6 The type of station instrument determines how the Agent Help Extension is alerted:
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Page 5-220
MANUAL VERSION 11.0 – May 2008
This feature requires the Agent Help software license.
page 6-203 in PROGRAMMING.)
Agent Help Extension: Determines the station that is called when the Agent Help fea-
ture code is entered at the station. This can be set to any valid extension number for a
station, extension list, or hunt group, or it can be set to "None."
User-Keyed Extension: 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.
User-Keyed Extension
Agent Help User-
Ext Keyed
Ext. number Disabled
Ext. number Enabled
None Enabled
None Disabled
MUTE
Display Phone: If the Agent Help Extension is a display phone, 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 (or a CALL button if there is no
IC
Non-Display Phones and Single-Line Sets: The Agent Help Request private call rings
just as any private intercom call would; there is no way to distinguish it.
The Agent Help Extension is called when the feature code is
entered.
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.
The user is prompted to enter the desired number after the
feature code is entered.
The user hears reorder tone if the feature code is entered.
button is pressed. If the Agent Help Extension is a single-
Result
button).
IC
Agent Help