Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Page 204 Agent Help
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.
• To use the Agent Help feature with an Inter-Tel endpoint:
While on a call, press the Special button and then enter the Agent Help feature code
(375). Users of Executive and Professional Display endpoints and Model 8560 end-
points can press the
AGENT HELP menu button.
a. If you hear reorder tone, the Agent Help feature is not available at your station,
you already have four parties in your call, no conference circuit is currently avail-
able, or the Agent Help Extension is in Do-Not-Disturb.
b. Depending on programming, you may be prompted to enter an extension number.
If so, enter the extension number of the station you want to call for help. If you do
not enter a valid extension number, you hear reorder tones and must start over.
The display shows
REQUESTING AGENT HELP.
c. If the Agent Help Extension accepts the call, you will hear the Agent Help tone, if
enabled. Display endpoints show
AGENT HELP IN PROGRESS. When the Agent
Help Extension hangs up, your display shows
AGENT HELP TERMINATED.
d. If the Agent Help Extension rejects the call, you will hear a confirmation tone.
Display endpoints will show
AGENT HELP REJECTED.
• To use the Agent Help feature with a single line endpoint:
While on a call, hookflash and then enter the Agent Help feature code (375).
a. If you hear reorder tone, the Agent Help feature is not available at your endpoint,
you already have four parties in your call, no conference circuit is currently avail-
able, or the Agent Help Extension is in Do-Not-Disturb.
b. Depending on programming, you may be prompted to enter an extension number.
If so, enter the extension number of the endpoint you want to call for help. If you
do not enter a valid extension number, you hear reorder tones and must start over.
The display shows
REQUESTING AGENT HELP.
c. If the Agent Help Extension accepts the call, you will hear the Agent Help tone, if
enabled. Display endpoints show
AGENT HELP IN PROGRESS. When the Agent
Help Extension hangs up, your display shows
AGENT HELP TERMINATED.
d. If the Agent Help Extension rejects the call, you will hear a confirmation tone.
Display endpoints will show
AGENT HELP REJECTED.
To respond to an Agent Help request at a display endpoint:
When you receive a private call from an Agent Help request, you will see a display that
shows
<name> REQUESTS HELP. You can do one of the following:
To accept the call: Answer as usual or press the
ANSWER menu button. You hear
the Agent Help Tone, if enabled. Your display shows
AGENT HELP IN
PROGRESS
.
To reject the call: Enter the Agent Help Reject feature code (376) or press the
REJECT HELP menu button. You hear confirmation tone.
To place your endpoint in Do-Not-Disturb to block the call: Enter the Do-Not-
Disturb feature code (370) or press the button or the
IC CALL TO DND
menu button.
DND