No hold 3-way conference with an emergency call

[fcutler]

Greetings,

I am wondering if anyone knows if it is even possible to accomplish the following scenario. Someone in the call center receives a call where the caller is suicidal or something similar, an emergency call. The person answering the call must bring in a third party, a conference call, without placing the caller on hold.

It is my understanding that when doing a transfer/conference the caller is placed on hold while the person is ringing the third party. Is there any way to accomplish a transfer/conference without placing the caller on hold?

I ask because it is a requirement for a call center in the health care industry that has been brought up by the operations manager.

We are using:
Mitel 3300 MXe
Mitel 5220, 5224, 5312, 5324 and 5330 IP phones

Thanks,
Forrest

[ralph]

Review the Silent Monitor Feature in the Help Files.
Essentially the person that answers the phone presses a help button and the phone alert a 3rd party that can 1st listen to the call and then join the conversation.

Ralph

[fcutler]

I have reviewed the silent monitor feature and have a handle on that, thank you, that will work well in this scenario. I am not sure how to accomplish the help button though. Could you point me in the right direction to setting that up?

Thanks

[ralph]

Program a "Superkey" on the phone.

You can do a search in the Help Docs for "Requesting Help"
This is from the Help Docs"

To request help from a supervisor:
Press Superkey.
Press No until the Request Help? appears in the display
Press Yes.
Enter the supervisor's Agent ID or extension number.
Press Enter.

Ralph

[fcutler]

BTW thanks Ralph for this info, this is exactly what we needed. It turns out that the silent monitor feature also comes in handy for a remote worker to listen in on a nurse's calls for training purposes. Good stuff all around.

Cheers,
Forrest