Axxess Interface 8600 REQUESTING AGENT HELP

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Axxess® Model 8600 Phone User Guide – Axxess IP Mode

REQUESTING AGENT HELP

NOTE: This feature is not supported on peer-to-peer (P2P) calls. Ask your system

administrator if your phone 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 phone, the phone’s microphone is automati-

cally muted so that the supervisor cannot be heard unless he or she presses . If

the Agent Help Extension is a single-line phone, 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. Press and dial . If you hear repeating tones, the Agent Help feature

is not available at your phone, you already have four parties in your call, not

enough system circuits are currently available, or the Agent Help Extension is in

DND.

2. Dial the Agent Help Extension number, if required. (Your phone 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.

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Contents

Main Page 1 MODEL 8000 SERIES PHONES QUICK REFERENCE GUIDE TO FREQUENTLY USED FEATURES PLACING AN INTERCOM CALL ANSWERING AN INTERCOM CALL PLACING AN OUTSIDE CALL MAKING AN EMERGENCY CALL 2 ANSWERING AN OUTSIDE CALL REDIALING AN OUTSIDE NUMBER PLACING A CALL ON HOLD RESPONDING TO A WAITING CALL 3 TRANSFERRING A CALL TO AN OUTSIDE NUMBER FORWARDING CALLS CANCELING CALL FORWARD PLACING CONFERENCE CALLS 4 LISTENING TO VOICE MAIL MESSAGES SENDING VOICE MAIL MESSAGES VOICE MAIL OPTIONS FEATURE CODES* PHONE SYSTEM AND V USING VOICE MAIL REMOTE FEATURE ACCESS i FINDING YOUR WAY GETTING STARTED MOVING ON LEARNING MORE Table of Contents CONTENTS PAGE ii CONTENTS PAGE Finding Your Way W ABOUT THIS GUIDE ABOUT YOUR PHONE Feature Button Functions Message Indicator Lamp Power Requirements A BOUT VOICE M S OFTWARE C WHAT YOU SEE AND HEAR Page Getting Started ADJUSTING YOUR PHONES VIEWING ANGLE 11 SETTING UP VOICE MAIL Initializing Your Mailbox Recording Your Personal Greetings Recording Your Voice Mail Directory Name 14 MAKING AND RECEIVING CALLS Intercom Calls Placing Intercom Calls 15 Receiving Intercom Calls 16 Outside Calls Placing Outside Calls 17 Receiving Outside Calls Emergency Calls Call Waiting PLACING CALLS ON HOLD 19 PLACING CONFERENCE CALLS 20 TRANSFERRING CALLS To Another Extension To Voice Mail To an Outside Number USING REVERSE TRANSFER 22 FORWARDING CALLS Manual Call Forwarding Automatic System Forwarding Redirect Call 24 REDIALING A NUMBER USING A HEADSET 25 USING GROUP LISTEN AND MUTE 26 USING THE MESSAGE BUTTON Leaving Messages Retrieving Messages ACCESSING YOUR MAILBOX 28 USING VOICE MAIL MESSAGES Listening to Messages Page Undeleting Messages 31 Sending Messages Canceling Unheard Messages USING DO-NOT-DISTURB MODE USING REMINDER MESSAGES Moving On 36 SETTING PREFERENCES Phone Configuration Changing Volume Levels Page 38 Enabling Automatic Call Answer Changing the Language Returning to Default Operation 39 Voice Mail Options Changing Your Mailbox Password Changing the Voice Mail Message Envelope 40 Changing the Call Screening Transfer Method 41 Programming a Fax Destination Changing the Message Search Order 42 Programming Remote Messaging Page SPEED DIALING Station Speed D ial 45 Programming Station Speed-Dial Numbers Dialing Station Speed-Dial Numbers System Speed Dial USING RECORD-A-CALL P Enabling Paging Making Pages PERFORMING A HOOKFLASH DURING A CALL P ROGRAMMING Y OUR F EATURE B PROGRAMMING DIRECT STATION SELECTION BUTTONS 50 PROGRAMMING SECONDARY EXTENSION BUTTONS 51 USING ACCOUNT CODES SCREENING CALLS 53 USING THE VOICE MAIL DIRECTORY PROGRAMMING REMOTE FEATURE ACCESS Remote Access Password 55 Remote Feature Access 56 REQUESTING AGENT HELP 57 WORKING IN HUNT GROUPS Hunt Group Calls Enabled/Disabled ACD Hunt Groups Distributing Calls 58 Logging In and Out of ACD Hunt Groups 59 Ending an ACD Hunt Group Call Page Learning More WHAT THE ADMINISTRATORS CAN DO FOR YOU F REQUENTLY A SKED Q UESTIONS (FAQ Page DEFAULT FEATURE CODES GENERAL FEATURE CODES GENERAL FEATURE CODES (CONTINUED) Page Index A B C D E F G H I N O P Q R T U V W Z VOICE MAIL FLOWCHART OTE: N