Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Page 202 Agent Help
Agent Help
The Agent Help feature allows a user to request help from a designated “Agent Help Exten-
sion” 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 Extension can be a
supervisor or other endpoint, an extension list, or a hunt group.
In DB Programming, an endpoint has two entries that can affect how this feature operates.
• The Agent Help Extension field determines the endpoint that is called when the Agent
Help feature code is entered at the endpoint. This field can be set to any valid extension
number for an endpoint, extension list, or hunt group, or it can be set to “None.”
• The User-Keyed Extension flag, if enabled, allows the user to select the endpoint that
will receive the Agent Help request, even if a default Agent Help Extension is pro-
grammed as described in the item above.
When a user enters the Agent Help feature code, a private call is placed to the endpoint 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 origi-
nal call.
If the Agent Help Extension is an Inter-Tel endpoint, the microphone is muted, and the super-
visor cannot be heard unless he or she presses the button. If the Agent Help Extension
is a single line endpoint, 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.
Agent Help is not supported on IP or SIP devices in P2P calls. For details, see “Peer-to-Peer
Audio for IP and SIP Endpoints” on page 85.
In a network setting, the Agent Help Extension does not need to reside on the same node as the
user requesting Agent Help.
IMPORTANT The Agent Help premium feature is required to use Agent Help.
Table 24. Agent Help Extension and User-Keyed Extension Fields
Agent Help
Extension
User-Keyed
Extension
Result
Ext. number Disabled The Agent Help Extension is called when the feature
code is entered.
Ext. number Enabled After the feature code is entered, the user is prompted to
enter the number wanted. If a number is not entered
before the dialing timer expires, the programmed Agent
Help Extension number is dialed automatically.
None Enabled After the feature code is entered, the user is prompted to
enter the number.
None Disabled The user hears reorder tone if the feature code is
entered.
MUTE