Monitoring A Call - 3Com VCX Manual

76 C 6: S
HAPTER TANDARD

Monitoring a Call

F
EATURES
If a supervisor attempts to park, conference, or transfer a monitored
■
call, the action will be ignored and the Display Panel shows
supported operation
If a customer or agent terminates a monitored call by hanging up, the
■
supervisor will be disconnected from the session.
Supervisors cannot monitor conference calls.
■
The agent, the customer, and the supervisor can place a monitored
■
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
If the VCX call processor fails during an established silent monitoring
■
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
The supervisor can monitor a Hunt Group call by selecting the
■
member's extension, not the Hunt Group's extension.
Bridge line connected calls can be monitored by selecting the
■
extension of the connected party (primary or secondary, depending on
who is connected).
Silent Monitor allows a supervisor to listen to calls that come in to an
agent's extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent's extension by entering a feature code:
1 Pick up the handset.
2 Press Feature + 425.
3 Enter the extension of the agent you want to monitor and press #.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*425*<extension>
For , you can either enter the telephone extension of the
<extension>
agent, press a speed dial button mapped to that extension, or press a
bridge line button (Basic phones do not support bridging) mapped to that
extension.
.
Not