Specifications

System Features
INTER-TEL
®
CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.0 – April 2005
Placing the Entire Conference on Hold
Page 175
3. You hear a confirmation tone when the Record-A-Call feature is activated. The display
shows RECORD-A-CALL IN PROGRESS.
4. To turn off Record-A-Call, repeat step 1 or end the call. The display shows RECORD-
A-CALL TERMINATED.
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 Database Programming, an endpoint has two entries that can affect how this feature oper-
ates.
• 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.
Table 25.
Agent Help Extension and User-Keyed Extension Fields
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.
In a network setting, the Agent Help Extension does not need to reside on the same node as the
user requesting Agent Help.
NOTE The Agent Help premium feature is required to use Agent Help.
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 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.
NOTE Agent Help is not supported on IP or SIP devices in P2P calls (see page 69).
MUTE