Mitel 8520 Hunt Group Supervisor Features

Mitel® 8520 Telephone User Guide – Issue 14, June 2010 Page 53

Hunt Groups

Diverting Hunt Group Calls

You can temporarily divert hunt group calls, preventing hunt group calls to your extension.

To divert hunt group calls:

Dial 324 to divert calls. The display shows the feature state DIVERT HUNT GROUP

CALLS. Dial 324 again to program your telephone to accept calls.

Hunt Group Supervisor Features

The following features can be used by hunt group supervisors only.

Accepting or Rejecting Agent Help Calls

Supervisors can accept or reject Agent Help calls.

To accept an Agent Help request:

Answer as usual. Your microphone is automatically muted.

To reject an Agent Help request:

Dial 376. AGENT HELP REJECTED appears.

Monitoring Calls

You can use Station Monitor to connect to a hunt-group call and hear both parties, but you

cannot be heard by either one. Station Monitor stops if the hunt group member terminates or

transfers the call. You can barge-in to or “steal” monitored calls, as described below. You can

also record the call. See “Using Record-A-Call” on page 37 for more information about

recording calls.

To use Station Monitor:

Dial 321, and then enter the extension number. MONITORING EXT <number> appears.

Monitored hunt group members may hear an “activation tone” when the feature is

activated.

Stealing Hunt Group Calls

While monitoring a hunt group call, you can “steal” the call from the hunt group member, which

disconnects the call from the agent and transfers the call to your extension.

To steal a hunt group call:

Dial 387. CALL STOLEN FROM EXT <number> appears.

NOTE Station Monitor is not supported on peer-to-peer (P2P) calls. Contact your system

administrator for more information.

Contents

Main Page 8520 Telephone Quick Reference Guide Feature Buttons Commonly Used Feature Codes Answering Calls Placing Emergency Calls Placing Internal (Intercom) Calls Placing External Calls Redialing External Numbers Notice Important Safety Instructions and Precautions Programming Emergency Numbers Safety Notices Maintenance and Repair Phone Usage WARNI NG Notice to Canadian Customers Notice to U.S. Customers Notice to European Customers Contents Getting Started 1 Personalizing Your Phone 9 Answering and Placing Calls 19 Call Features 29 Messages 45 Hunt Groups 51 Troubleshooting 55 Index 59 Getting Started Welcome About Your Telephone Feature Descriptions Handset Display Message Indicator Lamp Programmable Buttons Dialpad Buttons Speaker Feature Buttons Phone Signals Comfort and Safety Tips Headset Instructions Page Personalizing Your Phone Adjusting the Viewing Angle Changing Volume Levels Changing the Ring Tone Adjusting the Display Contrast Listening to Background Music Changing the Language Using the Dialpad Buttons to Enter Characters Page Using Programmable Buttons Default Access Codes Outside Line Access Codes Extension Numbers Default Feature Codes Page Page Viewing Button Assignments Resetting Programmable Buttons Resetting the Telephone to the Default Settings Switching Keymaps Activating Door Relay Answering and Placing Calls Answering Calls Answering Waiting Calls Using Automatic Call Access Redirecting Calls Using Automatic Trunk Answer Placing Calls Placing Emergency Calls Placing Internal Calls Placing External Calls Redialing a Number Using Speed Dial Using System Speed Dial Using Station Speed Dial Storing Station Speed-Dial Numbers Dialing Station Speed-Dial Numbers Deleting Station Speed-Dial Entries Assigning Speed-Dial Numbers to Programmable Buttons Using the Directory * Using Account Codes Call Features Using Handsfree Mode Enhanced Speakerphone Mode Using Ring Intercom Always Using Mute Placing Calls On Hold Entering a Hookflash Transferring Calls Transferring Calls to Other Extensions Transferring Calls to External Numbers Page Forwarding Calls Manual Call Forwarding System Forwarding Using Dynamic Extension Express Placing Conference Calls Adding a Conference Party Transferring a Conference Dropping Out of a Conference Ending a Conference and Placing all Parties on Hold Using Record-A-Call Using Group Listen Using Call Logging Using Secondary Extension Buttons Using Configuration Assistant Changing Your Station Password Accessing Configuration Assistant Changing the Dynamic Extension Express Settings Changing the DND Settings Changing the Manual Call Forwarding Settings Using Remote Programming Changing the Dynamic Extension Express Settings Changing the DND Settings Changing the Manual Call Forwarding Settings Changing Your Station Password Messages Using Messages Leaving Messages at Other Extensions Viewing and Responding to Messages Canceling Messages Left at Other Extensions Deleting Waiting Inter-Station Messages Using Do-Not-Disturb (DND) Using Reminder Messages Paging Other System Users Placing a Page Announcement Enabling or Disabling the Page Feature Page Hunt Groups Logging in to ACD Hunt Groups Logging out of ACD Hunt Groups Stopping the ACD Hunt Group Wrap-up Timer Other Hunt Group Features Requesting Agent Help Hunt Group Supervisor Features Accepting or Rejecting Agent Help Calls Monitoring Calls Stealing Hunt Group Calls Using Barge-In Troubleshooting Contact Information Error Messages Troubleshooting Troubleshooting Tips Page Page Index A B C Page 60 D E F G H I K L M N R S T V W