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Hunt Groups
Page 48 Mitel
®
8520 Telephone User Guide – Issue 13, September 2009
Logging out of ACD Hunt Groups
You can log out of all ACD hunt groups at once or log out of each hunt group one at a time.
To log out of one or more ACD hunt group:
Do one of the following:
• Dial 328 to log out of all of your ACD hunt groups. The display shows AGENT
LOGGED OUT OF ALL ACDS.
• Dial 327 to log out of one hunt group at a time.
If you were logged in to only one hunt group, the display shows AGENT LOGGED
OUT OF HUNT GROUP <number>.
If you were logged in to more than one hunt group, the display shows AGENT
LOGOUT HG #. Enter the extension number of the ACD hunt group.
Stopping the ACD Hunt Group Wrap-up Timer
Each time you end an ACD hunt group call, a wrap-up timer starts. Until this timer expires, you
will not receive another hunt group call. However, you can stop the wrap-up timer to allow calls
to your extension.
To stop the wrap-up timer:
With the handset on-hook, dial 329. The display shows ACD WRAP-UP TERMINATED.
Other Hunt Group Features
The following features can be used by ACD or UCD hunt groups.
Requesting Agent Help
You can use Agent Help 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 join the call or reject the request.
To use Agent Help:
1. While you are on a hunt group call, press (Special), and then dial
375.
2. If not preprogrammed, dial the Agent Help extension number.
If the Agent Help Extension accepts the call, AGENT HELP IN PROGRESS appears.
If the Agent Help Extension rejects the call, AGENT HELP REJECTED appears.
NOTE
Agent Help is not supported for peer-to-peer (P2P) calls. Contact your system
administrator for more information.
NOTE
If you hear repeating tones, one of the following has occurred:
• The feature is not available at your phone.
• You already have four parties in your call.
• Not enough system circuits are currently available.
• The Agent Help Extension is in DND.