Inter-Tel Axxess Administrators Guide

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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 hunt group.
In database programming, there are two fields for each station that affect how this feature oper-
ates.
•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 stations
Agent Help Extension. While the call is ringing at the supervisors 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
users original call.
If the Agent Help Extension is a keyset, the microphone is muted and the supervisor cannot be
heard unless he or she presses the MUTE key. 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 supervi-
sor can hear all other parties on the call.
In a network setting, the Agent Help Extension does not need to reside on the same node as the
user requesting Agent Help.
The type of station instrument determines how the Agent Help Extension is alerted:
•Display Keyset: If the Agent Help Extension is a display keyset, the display shows that
the incoming private call is an Agent Help request and identifies the username of the
requesting station. The Agent Help Extension can choose to reject the call by not
answering it or by entering the Agent Help Reject feature code (376). The call appears
under the IC (or a Call key if there is no IC key).
AGENT 
HELP EXTUSER 
KEYEDRESULT
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. 
						

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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 rejected.
To signal to the other parties that the Agent Help Extension has joined the call, a system-wide
Agent Help Tone flag can be enabled during database programming. If the flag is disabled,
there will be no alerting tone. A timer, called the Agent Help Tone Interval timer, determines
how often this tone is generated. If the timer is set to 0, the tone is generated only when the
Agent Help Extension enters the call, a party is added to the call, or the call is placed on hold
and retrieved.
If the Agent Help feature code is assigned to a keyset feature key with a lamp, the lamp status
shows the following:
•The lamp flashes when the Agent Help Extension is being called.
•The lamp goes off if the Agent Help request is rejected or the feature is terminated.
•The lamp is lit solidly when the Agent Help Extension is in the conference.
When the requesting station user hangs up, all parties are automatically disconnected. The
Agent Help Extension can leave the call at any time, without affecting the other parties, by
hanging up. If the other party (or parties) hang up first, the requesting station and the Agent
Help Extension remain connected in an intercom call. The requesting station can cancel the
request (or remove the Agent Help Extension from the call) by re-entering the Agent Help fea-
ture code, thereby terminating the feature.
If necessary, the requesting station in an Agent Help call can use the Hold, Transfer, Record-A-
Call, or other features during the call, while the Agent Help Extension is connected. However,
if any inside party has enhanced speakerphones enabled, the enhanced mode will be disabled
when the Agent Help conference begins and must be re-enabled if still desired.
The Agent Help feature will not function in the following cases:
•If the feature is not enabled in Premium Features, any user attempting to enter the
Agent Help feature code will hear reorder tones and, if at a display keyset, see a
RESERVED FEATURE display.
•The Agent Help Extension cannot be in do-not-disturb mode or have call forwarding
enabled. If so, the requesting user will hear reorder tones after entering the Agent Help
feature code or entering the desired extension number. The Agent Help request will not
follow the forward or any programmed system forwarding.
•If the station user who enters the Agent Help feature code is on a four-party conference
call, the system will send reorder tone to signal that the Agent Help Extension cannot
be added. There can be a maximum of four parties in a conference; attempting to add
the Agent Help Extension would exceed the maximum.
•If there are no conference circuits available when the station user enters the Agent Help
feature code, the user will hear reorder tones and must try again later when circuits are
available.
If the call is being monitored by a hunt group supervisor, the monitoring feature is terminated
when the Agent Help Extension joins the call; an Agent Help conference call cannot be moni-
tored. 
						

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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 in your call, no conference circuit is currently available, or
the Agent Help Extension is in do-not-disturb.
  (2)Depending on programming, you may be prompted to enter an extension number. If so,
enter the extension number of the station you wish to call for help. If you do not enter a
valid extension number, you hear reorder tones and must start over. The display shows
REQUESTING AGENT HELP.
  (3)If the Agent Help Extension accepts the call, you will hear the Agent Help tone, if
enabled. Display keysets show AGENT HELP IN PROGRESS. When the Agent Help
Extension hangs up, your display shows AGENT HELP TERMINATED.
If the Agent Help Extension rejects the call, you will hear a confirmation tone. Display
keysets will show AGENT HELP REJECTED.
T
O RES POND TO AN AGENT HELP REQU ES T AT A DISPLAY KEYSET:
When you receive a private call from an Agent Help request, you will see a display
that shows  REQUESTS HELP. You can do one of the following:
To accept the call: Answer as usual or press the ANSWER menu key. You hear the
Agent Help Tone, if enabled. Your display shows AGENT HELP IN PROGRESS.
To reject the call: Enter the Agent Help Reject feature code (376) or press the
REJECT HELP menu key. You hear confirmation tone.
To place your station in do-not-disturb to block the call: Enter the Do-Not-Dis-
turb feature code (370) or press the DND key or the IC CALL TO DND menu key.
∞ 
						

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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 Forwarding.) Several terms will be used to describe this feature, including:
•Principal Station: Original station being called.
•Forwarding Point: A destination (station, hunt group, or off-node device) to which the
system-forwarded call is directed. Each forwarding path can contain up to four forward-
ing points.
•Forwarding Path: The sequence of forwarding points to which the call will be sent.
Forwarding paths are programmed in the database. Up to 200 unique paths can be pro-
grammed. Each station can have up to three forwarding paths.
Two system timers are used with this feature:
•System Forwarding Initiate: This timer determines how long a call will ring (unan-
swered) at the principal station before moving to the first forwarding point. The default
value is 15 seconds and the range is 2-255 seconds.
•System Forwarding Advance: This timer determines how long the call will ring
(unanswered) before moving to the next forwarding point. The default value is 15 sec-
onds and the range is 2-255 seconds.
For each forwarding path assigned to the station, the system checks the following three criteria
to determine if and when a call should be forwarded: 
•Type of incoming call: Up to six different types of calls can be programmed to be sent
to the forwarding path. They are: 
—Outside calls received through a call routing table (including DID and E&M calls,
but not including DISA calls)
—Ringing outside calls
—Transferred outside calls (including automated attendant and voice mail transfers)
—Recalling outside calls
—DISA calls (including DISA calls received through a call routing table)
—Intercom calls
•Station status: The system recognizes four different types of station status.
—No Answer: If the call is not answered at the principal station before the System
Forwarding Initiate timer expires, the system sends the call to the forwarding path.
—Busy: If the principal station is busy, the system immediately sends the call to the
forwarding path. Both “No Answer” and “Busy” can be selected together to form a
“Not Available” status.
—Do Not Disturb: If the principal station is in do-not-disturb, the system immedi-
ately sends the call to the forwarding path.
—Immediate: The system immediately sends the call to the forwarding path. The
principal station user cannot answer an immediately forwarded call, but can reverse
transfer it from the forwarding point.
•Day-mode/night-mode status: The system day/night mode is used to determine if a
forwarding path is taken. Either day mode, night mode, or both may be specified. 
						

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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 hunt
group. If the hunt group does not answer the call, it would continue on the forwarding path and
go to the principal stations voice mailbox (forwarding point #2).
 If the principal station is a keyset, the “ring
principal once” option can be set that will
signal the principal station when a call
begins to follow the forwarding path. The
signal to the principal station consists of a
display (CALL SENT TO FORWARD
PATH) and a single burst of ring tone. The
call cannot be answered at the principal sta-
tion, but can be reverse transferred from the
system forward point.
If a call rings in to multiple stations, and one or more of those stations has system forwarding,
the call will not follow any of the forwarding paths.
Agent Help requests will not follow any forwarding path.
If a principal station or a station forwarding point is a member of a hunt group, calls placed to
the hunt groups pilot number are unaffected by system forwarding. The hunt group calls will
be received at the station as usual and will not enter the system forwarding path.
A call follows only the forwarding path of the principal, even if a forwarding point has a for-
warding path of its own. The call that originated at the principal station will follow only the
principal stations forwarding path.
INDIVIDUAL STATION FORWARDING POINTS
The ringing duration at each station forwarding point is determined by the System Forwarding
Advance timer (defaults to 15 seconds). If the station forwarding point is busy, the call will
camp-on until the System Forwarding Advance timer expires and then it moves to the next for-
warding point.
If the station forwarding point is in do-not-disturb, the forwarding path will bypass that station
and immediately send the call to the next forwarding point. 
If a forwarding point is an AXXESSORY Talk application, and the AXXESS is unable to com-
municate with the AXXESSORY Talk PC, the call will bypass the forwarding point.
A station forwarding point can place calls or transfer calls to the principal.
CALL RINGS IN TO PRINCIPAL STATION
CALL IS SENT TO FWD POINT #1 - HUNT GROUP
CALL IS SENT TO FWD POINT #2 - VOICE MAIL
NO ANSWER 
						

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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 will
then move to the next forwarding point. The No Answer Advance timer determines how long
the call will ring at each hunt group station, as usual.
If all stations in a hunt group forwarding point have do-not-disturb or hunt group remove
enabled, the call will camp on until the System Forwarding Advance timer expires. The call
will then be sent to the next forwarding point. 
HANDSFREE ANNOUNCE SYSTEM FORWARD OPTION
When a call is transferred to the principal station by another station user and the principal sta-
tions system forward is set for the “no answer” station status, a system-wide option deter-
mines what the caller hears, as shown in the table below.
HANDSFREE 
ANN. OPTIONSYS. FORWARD 
OPTIONRESULT
Disabled Intercom and/or 
outside calls for-
wardedThe intercom call from the transferring station enters the 
forwarding path after the System Forwarding Initiate timer 
expires. The transferring station user hears ringing and can 
announce the call only if it is answered. 
Enabled Outside calls for-
wardedThe transferring station user will place a handsfree call to 
the principal station and can announce the transfer; the 
System Forwarding Initiate timer does not start until the 
transfer is completed. 
Enabled Intercom calls for-
wardedThe handsfree announce option is overridden and the 
intercom call from the transferring station enters the for-
warding path after the System Forwarding Initiate timer 
expires. The transferring station user hears ringing and can 
announce the call only if it is answered. 
Enabled or 
DisabledCalls forwarded to 
voice mailThe transfer is completed when the transferring station 
hangs up. The principal station’s mailbox number is auto-
matically dialed. 
						

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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 until it is answered
or the System Forward Advance
timer expires; then the call moves on
to the next forwarding point.
If a station forwarding point is manu-
ally forwarded to voice mail, the call
will not follow the manual forward to
AXXESSORY Talk; it will ring at
the station forwarding point.PRINCIPAL STATION USING BOTH
SYSTEM AND MANUAL CALL FORWARD
Principal
Sta ti o n
SYSTEM
FORWARD
Manual Forward
Destination
MANUAL
FORWARD1st System
Forwarding Poin t2nd System
Forwarding Poin t
Unanswered calls
at the Principal 
Station will be
sent here
FORWARDING POINT USING
MANUAL CALL FORWARD
Principal
Sta ti o n
SYSTEM
FORWARD
Manual Forward
Destination
MANUAL
FORWARD 1st System
Forwarding Poin t
2nd System
Forwarding Poin t
System forwarded calls from
Principal Station will be sent
here if not answered at 1st
Forwarding Point
FORWARDING POINT
FORWARDED TO AXXESSORY TALK
Principal
Sta ti o n
SYSTEM
FORWARD
Manual Forward
Destination
MANUAL
FORWARD 1st System
Forwarding Poin t
2nd System
Forwarding Poin t
System forwarded calls from
Principal Station will be sent
here if not answered at 1st
Forwarding Point
AXXESSORY
Ta l k 
						

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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-
turb.
SYSTEM FORWARD ENABLE/DISABLE
The station user has the option of entering feature codes that will disable or enable the use of
system forwarding at that station. Note that this flag does not affect the station’s appearance on
any other station’s call forwarding path. The flag merely determines whether the station will
have its own calls system forwarded.
T
O ENABLE OR DISABLE SYSTEM FORWARDING:
Keyset: Enter the System Forward On (352), System Forward Off (353), or System
Forward On/Off (354) feature code. The display shows SYSTEM FORWARD ON (or
OFF). If disabled, the system will ignore any system forwarding paths programmed for
this phone until you re-enable system forwarding.
Single-Line Set: Lift the handset and enter the System Forward On (352), System For-
ward Off (353), or System Forward On/Off (354) feature code. If disabled, the system
will ignore any system forwarding paths programmed for this phone until you re-
enable system forwarding.
PRINCIPAL STATION IS MANUAL
FORWARD DESTINATION
Principal
Sta t io n
MANUAL
FORWARD
System
Forwarding Poin tSYSTEM
FORWARD
Manually forwarded calls will
stop here and will not be sent
to System Forwarding Point
INFINITE LOOP CAUSED BY
SYSTEM AND MANUAL CALL FORWARD
MANUAL
FORWARD
MANUAL
FORWARDSYSTEM
FORWARD
Calls received by this station
will not follow the manual
forward if other two stations are
unavailable. 
						

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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 the caller 
hangs up. Call never leaves the principal station. 
Call routing ring-in 
(except DISA)Rings at last forwarding point 
until it is answered or caller 
hangs up.Rings at the principal station until it is answered or the 
caller hangs up.
Direct ring-in Rings at last forwarding point 
until it is answered or caller 
hangs up.Rings at the principal station until it is answered or the 
caller hangs up.
Transfer from a sta-
tion, automated 
attendant or voice 
mailRecalls the transferring station’s 
transfer recall destination when 
the System Forwarding Advance 
timer expires at the last forward-
ing point.If immediate forwarding is enabled, rings the principal 
station until the applicable Transfer timer expires. Then 
it recalls the transferring station’s transfer recall destina-
tion.
If a conditional forwarding is enabled, rings principal 
station until the System Forward Initiate timer expires. 
Then it recalls the transferring station’s transfer recall 
destination.
DISA (including 
Call Routing to 
DISA)Rings at last forwarding point 
until the Abandoned Call timer 
expires.Rings at the principal station until the Abandoned Call 
timer expires.
Recalls Recalls the principal station’s 
attendant when the System For-
warding Advance timer expires at 
the last forwarding point.
If the principal station does not 
have an attendant, the call contin-
ues to ring at the last forwarding 
point until the Abandoned Call 
timer expires.If immediate forwarding is enabled, rings principal sta-
tion until the Recall timer expires. Then it recalls the 
principal station’s attendant.
If a conditional forwarding is enabled, rings principal 
station until the System Forward Initiate timer expires. 
Then it recalls the principal station’s attendant. 
If the principal station does not have an attendant, the 
call continues to ring at the principal station until the 
Abandoned Call timer expires. 
						

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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
four forwarding options are:
•Forward all calls: All incoming calls are immediately forwarded.
•Forward if no answer: Incoming calls are forwarded if they are not answered before
the Forward No Answer timer expires.
•Forward if busy: Incoming calls are immediately forwarded if the station is busy.
•Forward if no answer or busy: Incoming calls are forwarded immediately if the sta-
tion is busy, or forwarded if calls are not answered before the Forward No Answer timer
expires.
If forward all calls is enabled, display keysets show the call forwarding status and destination
until the request is cancelled. If one of the conditional forwards is enabled (no answer, busy, or
no answer/busy), display keysets show the forward status for five seconds and then return to
normal. If the station receiving the forward is a display keyset, it shows EXT XXXX FWD
FROM EXT XXXX for each forwarded call received.
Station users can chain forwards from station to station providing the forwards do not form a
loop and the chain does not include more than 10 stations. The conditional forward features (if
busy, if no answer, if busy/no answer) may form a loop that the system cannot detect until a
call is placed to the forwarding station. For example, if two station users forward their calls to
each other using the Forward If Busy feature, the system accepts the requests. However, if a
call rings in while both stations are busy, the forwards create an illegal loop. In this case, the
call camps on to the called station and that station’s display shows INVALID FORWARD
PAT H .
If more than one station has ring in for a trunk group, direct ring-in calls on that trunk group
will forward to extension numbers, but not outside numbers or voice mail ports. The display of
the keyset receiving the forwarded call will show it as a forwarded call, and the Call key or
individual trunk key flashes to show ring in. (The individual trunk key also flashes on the key-
set that is being forwarded.) 
Calls cannot be forwarded to restricted outside telephone numbers or stations in do-not-disturb.
If the station that is programmed to receive your forwarded calls is later placed in do-not-dis-
turb and you receive a call, you will momentarily see a display showing that the destination
station is in do-not-disturb; the call will remain at your station.
If your station is in do-not-disturb and you have call forwarding programmed the call is still
forwarded, unless you enabled Forward No Answer. With Forward No Answer, intercom call-
ers will see the do-not-disturb display that you programmed and the call will not be forwarded.
If calls are forwarded to an AXXESSORY Talk application, and the AXXESS is unable to
communicate with the AXXESSORY Talk PC, the call will not be forwarded. It will remain at
your station.
Call forwarding overrides system call forwarding at the principal station. 
If a station is programmed for Forward No Answer or Forward No Answer/Busy and receives
a transferred call, the Forward No Answer timer is started when the intercom call from the
transferring station begins ringing. The Forward No Answer timer is restarted if the transfer-
ring station completes the transfer before the timer expires (the transferred call will then be for-
warded when the timer expires).
Agent Help Request calls, queue callbacks, and recalls do not forward, except that a recall at
an attendant’s station will forward to another station.