Requesting help

You can request help from other voice-enabled employees by clicking the Request Help Call Control button in the Sidebar. When you click the button, you can enter either a valid DN in the free form text box or select an employee from a pre-populated list. The system dials the DN, and the employee is added to the call when they accept.

Employees who accept requests for help join the call in Silent Monitor mode and are not audible unless they escalate to Coach or Barge.

Employees who accept requests for help join the call in Coach mode.

Help requests to queues or to external numbers are not supported

The Request Help button is available as soon as a call is delivered to your Inbox. You can send multiple requests for help during a call, but you can only send one request at a time. Requests sent to employees in unavailable states fail.

The Request Help button is not available when a call is on hold.

To request help on a call (Desktop)
  1. ln the Sidebar, click the Request Help button

    Ignite displays a list of voice-enabled employees and enables you to look up contacts in the Active Directory (AD)

  2. In the Request Help window, do one of the following:
    • Select a voice-enabled employee from the list
    • In the Search box, enter a voice-enabled employee or AD contact's dialable number
    • In the Search box, enter the name of a voice-enabled employee or AD contact
  3. Click Call.
    Note:

    You cannot cancel requests in progress. The Request Help button is disabled (turns gray) while the call is being established. Hover over the button with your mouse to view the connection status in a tool tip.

    • If the request is answered within 180 seconds, notification that the request help is established is displayed, and the Request Help icon is displayed next to the caller's icon and on the Inbox item. The Request Help Call Control button is no longer available until the employee that answered the Request Help call hangs up.
    • If the request is declined or times out, a notification that the request help was declined is displayed. The Request Help Call Control button is available, and the employee can make a new Request Help call.
To request help on a call (WEB)
  1. Click the Request Help icon in the handling icons.

    Ignite displays a list of voice-enabled employees and their ACD status.

  2. In the Request Help window, do one of the following:
    • Select a voice-enabled employee from the list
    • In the text box, enter a voice-enabled employee's dialable number
    • In the Search box, type the name or dialable number of a voice-enabled employee
  3. Click Call.
    Note:

    You cannot cancel requests in progress.

    • If the request is answered within 15180 seconds, a notification that the request help is established is displayed, the Request Help icon is displayed next to the caller's icon and on the Inbox item. The Request Help icon is no longer available till the employee that answered the Request Help call hangs up
    • If the request for help is not answered within 15180 seconds, the request times out and you can make another request for help.
Note:

The length of time a request help call rings for is defined in the Ignite configuration. By default, duration is set to 180. See the KB article SO3146 in Mitel Knowledge Management System for information on how to change this, and how it interacts with the Agent COS.

Parent topic: Handling calls in Ignite
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