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AGENT HELP
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Eclipse Associate Display and Basic Digital Phone User Guide
AGENT HELP
Your telephone system may be programmed to support the Agent Help feature, which
allows you to request help from a designated “Agent Help Extension” (usually your
supervisor) during a call. When your request call rings at the Agent Help Extension,
the supervisor can choose to join the call or reject the request.
If the Agent Help Extension is a phone, the phone’s microphone is muted and the
supervisor cannot be heard unless he or she presses the MUTE key. If the Agent Help
Extension is a single-line phone, the supervisor can be heard as soon as the confer-
ence is established. In either case, the supervisor can hear all other parties on the call.
To use the Agent Help feature while on a call:
— Press the SPCL key, and dial . If you hear repeating tones, the Agent
Help feature is not available at your phone, you already have four parties in your
call, not enough system circuits are currently available, or the Agent Help Exten-
sion is in do-not-disturb.
— If required, dial the Agent Help Extension number. (Your phone may be pro-
grammed to automatically dial the number, or you may be required to dial it.)
— If the Agent Help Extension accepts the call, you hear the Agent Help tone, if it is
enabled, and the supervisor can monitor or join your call.
— If the Agent Help Extension rejects the call, you hear a confirmation tone. Dis-
play phones show AGENT HELP REJECTED.
To respond to an Agent Help request at a display phone:
— When you receive an Agent Help request, your display shows <name>
REQUESTS HELP. You can do one of the following:
• To accept the call: Answer as usual. Your microphone is muted and you
cannot be heard by either party unless you press the MUTE key.
• To reject the call: Press dial .
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