Inter-Tel AXXESS Administrator's Manual page 182

AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR'S GUIDE – Issue 5.1, March 2000
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If the Agent Help Extension is an extension list or hunt group, the private call circulates as
usual until it is answered. If an Agent Help request is not answered before the Forward No
Answer timer expires, the request is considered rejected.
To signal to the other parties that the Agent Help Extension has joined the call, a system-wide
Agent Help Tone flag can be enabled during database programming. If the flag is disabled,
there will be no alerting tone. A timer, called the Agent Help Tone Interval timer, determines
how often this tone is generated. If the timer is set to 0, the tone is generated only when the
Agent Help Extension enters the call, a party is added to the call, or the call is placed on hold
and retrieved.
If the Agent Help feature code is assigned to a keyset feature key with a lamp, the lamp status
shows the following:
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When the requesting station user hangs up, all parties are automatically disconnected. The
Agent Help Extension can leave the call at any time, without affecting the other parties, by
hanging up. If the other party (or parties) hang up first, the requesting station and the Agent
Help Extension remain connected in an intercom call. The requesting station can cancel the
request (or remove the Agent Help Extension from the call) by re-entering the Agent Help fea-
ture code, thereby terminating the feature.
If necessary, the requesting station in an Agent Help call can use the Hold, Transfer, Record-A-
Call, or other features during the call, while the Agent Help Extension is connected. However,
if any inside party has enhanced speakerphones enabled, the enhanced mode will be disabled
when the Agent Help conference begins and must be re-enabled if still desired.
The Agent Help feature will not function in the following cases:
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If the call is being monitored by a hunt group supervisor, the monitoring feature is terminated
when the Agent Help Extension joins the call; an Agent Help conference call cannot be moni-
tored.
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Non-Display Keysets 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 lamp flashes when the Agent Help Extension is being called.
The lamp goes off if the Agent Help request is rejected or the feature is terminated.
The lamp is lit solidly when the Agent Help Extension is in the conference.
If the feature is not enabled in Premium Features, any user attempting to enter the
Agent Help feature code will hear reorder tones and, if at a display keyset, see a
RESERVED FEATURE display.
The Agent Help Extension cannot be in do-not-disturb mode or have call forwarding
enabled. If so, the requesting user will hear reorder tones after entering the Agent Help
feature code or entering the desired extension number. The Agent Help request will not
follow the forward or any programmed system forwarding.
If the station user who enters the Agent Help feature code is on a four-party conference
call, the system will send reorder tone to signal that the Agent Help Extension cannot
be added. There can be a maximum of four parties in a conference; attempting to add
the Agent Help Extension would exceed the maximum.
If there are no conference circuits available when the station user enters the Agent Help
feature code, the user will hear reorder tones and must try again later when circuits are
available.
Agent Help