Call Routing question

[will25u]

Howdy,

I am still learning my companies old Mitel system.  We are currently in the process of migrating to Cisco, so I won't need to mess around with Mitel too long.  But I do have a question.

We have MiVoice Business 8.0 SP3.  I know it is old, but it is what we have.

I am trying to set up a way to have a supervisor pick up any of 5 lines that someone else puts on hold.

I currently have the supervisor phone set up with Key System line types for the other lines.  Which works GREAT... until one of the 5 lines puts someone on hold and the supervisor picks up the phone.  After the supervisor picks up the call on hold, the line is still in use and not able to take any additional calls.  How can the supervisor still get the functionality of the Key System line for the 5 other phones, but once they pick up a call on hold it releases the line back to the original number?

Thank you for any help!

[will25u]

After doing a little research the only two ways I can come up with is...

1.  Transfer the call to the Supervisor. 
2.  Park the call and have Supervisor pick up the parked call.

Any other options people can think of?

[lundah]

Frankly that's the nature of how key system lines work, they're occupied as long as a call is up on one. The alternate would be to set up group park keys:

• Create a DN (single line, ring group, doesn't really matter. I've used ring groups in the past for this).
• Create Group Park keys against that DN on the phones that need to be able to park and pick up parked calls. The line will only be busy while a call is waiting to be picked up from the park key.

[ralph]

Here's what I've done:
The supervisor want's to see the keys lit up so there needs to be key appearances if only for the visual indicator.
When the line is on hold it will flash.
Then the supervisor can use the "Remote Hold Retrieve" FAC to bring the call to their own prime line.

Usage: 5555 is on hold.
Supervisor dials <FAC>+5555.

Ralph

[will25u]

Thank you, Ralph!  This worked well!

ETA:  If I knew how to give you karma I would....