User guide

Page 229
Agent Help
System Features
Inter-Tel
®
Axxess
®
Administrator Guide — Issue 11.0, May 2008
AGENT HELP
NOTE: The Agent Help premium feature is required to use Agent Help.
The Agent Help feature allows a station user to request help from a designated “Agent Help
Extension” 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 station, an extension list, or a hunt group.
In Database Programming, two fields for each station that affect how this feature operates.
• The Agent Help Extension field determines the station that is called when the Agent
Help feature code is entered at the station. This can be set to any valid extension num-
ber for a station, 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 station that will
receive the Agent Help request, even if a default Agent Help Extension is programmed
as described above. The following table shows the various combinations for the Agent
Help fields and the results that the user will experience.
When a station user enters the Agent Help feature code, a private call is placed to the station’s
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 supervi-
sor answers the call, the system creates a conference to include the supervisor in the requesting
user’s original 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 set, 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.
NOTE: Agent Help is not supported on IP or SIP devices in P2P calls (see page 104).
Table 25. Agent Help Fields
AGENT
HELP EXT
USER- KEYED
FLAG
RESULT
Ext. number Disabled The Agent Help Extension is called when the feature
code is entered.
Ext. number Enabled The user is prompted to enter the desired number after
the feature code is entered. If a number is not entered
before the dialing timer expires, the programmed Agent
Help Extension number is dialed automatically.
None Enabled The user is prompted to enter the desired number after
the feature code is entered.
None Disabled The user hears reorder tone if the feature code is
entered.
MUTE