Inter-Tel Axxess Administrators Guide

Page 161
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Agent Help
AGENT HELP
NOTE This feature must be enabled in Premium Features.
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...

Page  162
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Agent Help •Non-Display Keysets and Single-Line Sets: The Agent Help Request private call rings
just as any private intercom call would; there is no way to distinguish it.
If the Agent Help Extension is an extension list or hunt group, the private call circulates as
usual until it is answered. If an Agent Help request is not answered before the Forward No
Answer timer expires, the request is considered...

Page 163
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Agent HelpT
O USE THE AGENT HELP FEATURE:
  (1)Keysets: While on a call, press the Special key   and then enter the Agent Help
feature code (375). Executive Keyset users can press the AGENT HELP menu key.
Single-Line Sets: While on a call, hookflash and then enter the Agent Help feature
code (375).
If you hear reorder tone, the Agent Help feature is not available at your station, you
already have four parties...

Page  164
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
System Forwarding
SYSTEM FORWARDING
NOTE This feature must be enabled in Premium Feature Selection.
System forwarding provides the ability to program the system so that calls ringing at a station
will follow a database-programmed “forwarding path” that routes the call based on the type of
call and the status of the intended station. (The Call Forwarding station feature can be used to
override System...

Page 165
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Individual Station Forwarding PointsFor an example, refer to the diagram below. In the example, the “principal” station user wants
direct ring-in or transferred calls to ring at his or her station during day mode. The principal
station has a forwarding path with two forwarding points: a hunt group and voice mail. If the
principal does not answer the call, it follows the forwarding path to forwarding point #1, a...

Page  166
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Hunt Group Forwarding Points
HUNT GROUP FORWARDING POINTS
If a forwarding point is a hunt group, a call following the forwarding path will be sent to the
announcement station or overflow station as usual; it will advance to the next forwarding point
if not answered before the System Forwarding Advance timer expires.
The call will ring at the hunt group until the System Forwarding Advance timer expires. It...

Page 167
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Manual Call Forwarding And System Forwarding
MANUAL CALL FORWARDING AND SYSTEM FORWARDING
If the principal station or a forward-
ing point has manual call forward
enabled (using the FWD key or one
of the Call Forwarding feature
codes), the Call Forward feature
overrides System Forwarding. 
If a forwarding point has the Call
Forward feature enabled, a system-
forwarded call will ring at the for-
ward destination...

Page  168
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
System Forward Enable/Disable If the principal station receives a
manually forwarded call (not a sys-
tem forward), that call will not fol-
low the principal station’s system
forwarding path.
If an infinite forward loop results
from the combination of manual for-
wards and system forwarding paths,
the station that was originally
intended to receive the call will ring,
even if the station is in do-not-dis-...

Page 169
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Unanswered System Forward Calls
UNANSWERED SYSTEM FORWARD CALLS
If a call that is following a system forwarding path is not answered or all forwarding points are
in do-not-disturb or busy, its final destination depends on the type of call as shown below.
TYPE OF CALLALL FWD POINTS ARE BUSY OR 
DO NOT ANSWERALL FWD POINTS ARE IN DO-NOT-DISTURB
Intercom Rings at the last forwarding point 
until it is answered or...

Page  170
AXXESS System Features
INTER-TEL AXXESS ADMINISTRATOR’S GUIDE – Issue 5.1, March 2000
Call Forwarding
CALL FORWARDING
With call forwarding, a station user can route incoming intercom and outside calls (including
direct ring-in calls) to another station, to a hunt group, or to an outside telephone number, if
allowed by toll and trunk restrictions. In a network setting, the network allows the user to for-
ward calls to stations or hunt groups on another node. (See also FEATURES, page 194) The...