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Inter-Tel
®
Model 8664/8665/8668 User Guide
MOVING ON
REQUESTING AGENT HELP
NOTE: This feature is not supported on peer-to-peer (P2P) calls. Ask your system
administrator if your endpoint is configured to use P2P audio.
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 endpoint, the endpoint’s microphone is auto-
matically muted so that the supervisor cannot be heard unless he or she presses the
mute button. If the Agent Help Extension is a single-line endpoint, 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. EITHER, Press - .
OR, Press
until the Feat softkey is available and then press the Feat softkey.
2. Dial . If you hear repeating tones, the Agent Help feature is not
available at your endpoint, you already have four parties in your call, not enough
system circuits are currently available, or the Agent Help Extension is in DND.
3. Dial the Agent Help Extension number, if required. (Your endpoint 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:
When you receive an Agent Help request, your endpoint’s display shows <name>
REQUESTS HELP. You can do one of the following:
• To accept the call: Press . Your microphone is muted and you cannot be
heard by either party unless you press the
Mute softkey.
• To reject the call: Press and then press the number that corresponds to the
REJECT HELP option.
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