User guide

Hunt Groups
Page 48 Mitel
®
5304 IP Phone User Guide – Issue 1, September 2009
Hunt Group Supervisor Features
The following features can be used by hunt group supervisors only.
Accepting or Rejecting Agent Help Calls
Supervisors can accept or reject Agent Help calls.
To accept an Agent Help request:
Answer as usual. Your microphone is automatically muted.
To reject an Agent Help request:
Lift the handset and dial 376. AGENT HELP REJECTED appears.
Monitoring Calls
You can use Station Monitor to connect to a hunt-group call and hear both parties, but you
cannot be heard by either one. Station Monitor stops if the hunt group member terminates or
transfers the call.
You can also barge-in or “steal” monitored calls, as described in the following sections. In
addition, you can record the call. See “Using Record-A-Call” on page 33 for more information
about recording calls.
To use Station Monitor:
1. Lift the handset and dial 321.
2. Enter the extension number. MONITORING EXT <number> appears. Monitored hunt
group members may hear an “activation tone” when the feature is activated.
Using Barge-in
While monitoring a hunt group call, you can use Barge-in to join the call.
To barge-in to a hunt-group call:
While monitoring a call, dial 386. BARGE-IN PROGRESS appears.
Stealing Hunt Group Calls
While monitoring a hunt group call, you can “steal” the call from the hunt group member, which
disconnects the call from the agent and transfers the call to your extension.
To steal a hunt group call:
While monitoring a call, dial 387. CALL STOLEN FROM EXT <number> appears.