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Model 8520 Display Phone User Guide
REQUESTING 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 digital phone, the phone’s microphone is automati-
cally muted so that the supervisor cannot be heard unless he or she presses . If
the Agent Help Extension is a single-line phone, however, 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.
To use the Agent Help feature while on a call:
1. Press 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 Extension is in
DND.
2. Dial the Agent Help Extension number, if required. (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, and the
display shows 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
.
• To reject the call: Dial .
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