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Page 216
System Features
AXXESS
®
ADMINISTRATOR’S GUIDE – January 2004
Agent Help
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, there are 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.
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 phone, the microphone is muted, and the supervisor
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 an IP or SIP device engaged in a P2P call (see
page 105).
AGENT
HELP EXT
USER-
KEYED
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 Exten-
sion 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