Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Placing Calls On Hold
Page 187
Placing Calls On Hold
There are several ways to place intercom and outside calls on hold. While on hold, the caller
hears music (if equipped). There are three hold applications in the system:
• Individual Hold places the call on hold at one endpoint. It can then be picked up
directly at that endpoint or it can be picked up at another endpoint using the Reverse
Transfer feature.
• System Hold places the call on hold so that it can then be picked up directly at any
Inter-Tel endpoint that has an individual trunk button and has allowed-answer and/or
outgoing access for the associated trunk or at the endpoint that placed it on hold.
Attempting to place a conference on system hold will place the conference on individ-
ual hold. Intercom calls cannot be placed on system hold. Single line endpoints cannot
place calls on system hold; attempting to do so at a single line endpoint will place the
call on individual hold. In a network setting, when a user puts a trunk on system hold,
only that user and users on the same node as the trunk can access the call.
• Consultation Hold allows a single line endpoint user to pause during a call, use other
system features, and then return to the caller by hookflashing. If the user attempts to
hang up after placing a call on consultation hold, the call recalls the endpoint.
If a call remains on hold until the Hold timer expires, it recalls the endpoint where it is on hold,
and the Recall timer is started. If it is still unanswered when the Recall timer expires, it recalls
the endpoint’s attendant, and the Abandoned Call timer is started. If the endpoint does not have
an attendant, the call continues to recall at the endpoint that placed it on hold. If the call is not
answered before the Abandoned Call timer expires, the call is disconnected by the system.
For users’ convenience, the system has two Hold timers: Hold and Hold–Alternate. In the
default state, the Alternate timer is set for a longer time period than the Hold timer. However,
both timers are programmable. The “Alternate Hold Timer” endpoint flag determines which
timer each endpoint will use. If the flag is disabled, the endpoint uses the Hold timer. If it is
enabled, the endpoint uses the Alternate timer.
Inter-Tel endpoint users can avoid the Hold timer by muting the microphone during a call
instead of placing the call on hold. If this is done, the caller will not hear Music-On-Hold and
will not recall the endpoint.
Individual Hold
To place an intercom or outside call on individual hold:
1. While on the call:
Inter-Tel endpoints: Press the Hold button or press the Special button and enter the
Individual Hold feature code (336). You hear intercom dial tone and the Call button,
individual trunk button, or button flutters.
Single line endpoints: Hookflash and enter the Individual Hold feature code (336). You
hear intercom dial tone.
2. Hang up or place another call.
To return to the caller on individual hold:
Inter-Tel endpoints: Lift the handset and/or press the fluttering button for
intercom calls, or the Call button or individual trunk button (or the button)
for outside calls.
Single line endpoints: Lift the handset and enter Individual Hold feature code (336).
IC
IC
ANSWER