Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Agent Help
Page 203
The type of endpoint determines how the Agent Help Extension is alerted:
• Display endpoints: If the Agent Help Extension is a display endpoint, the display
shows that the incoming private call is an Agent Help request and identifies the user-
name 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 button (or a Call button if there is no button).
• Non-Display endpoints and single line endpoints: The Agent Help Request private
call rings just as any private intercom call would; there is no way to distinguish it.
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 in DB 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 an Inter-Tel endpoint feature button with a lamp,
the lamp status shows the following:
• 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.
When the requesting 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) hangs 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 feature code, thereby
terminating the feature.
If necessary, the requesting endpoint 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. How-
ever, if any inside party has enhanced speakerphones enabled, the enhanced mode is disabled
when the Agent Help conference begins and must be re-enabled if still appropriate.
The Agent Help feature will not function in the following cases:
• 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 endpoint, 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 hears reorder tones after entering the Agent Help fea-
ture code or entering the wanted extension number. The Agent Help request will not
follow the forward or any programmed system forwarding.
• If the user who enters the Agent Help feature code is on a four-party conference call,
the system will send reorder tones 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 user enters the Agent Help feature
code, the user will hear reorder tones and must try again later when circuits are avail-
able.
IC
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