Agent Role For 3Com Entry And Analog Telephones; Supervisory Monitoring Terminology - 3Com 3100 User Manual

82 C 6: G
HAPTER ETTING
Agent Role for 3Com
Entry and Analog
Telephones
Supervisory
Monitoring
Terminology
M Y T
ORE FROM OUR ELEPHONE
3-party Conference calls (The monitoring party counts as one of the
parties in an NBX conference, which supports up to four parties.)
The supervisor must provide a password to access the agent's extension
during these calls.
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
3Com telephones that do not have a display panel and appropriate soft
buttons such as, the 3Com Entry Telephone or an analog telephone, can
operate only as endpoint devices for Supervisory Monitoring. This means
that although a supervisor may be able to monitor agents who are using
a 3Com Entry telephone or an analog telephone, a supervisor cannot use
either or these telephones to monitor agents.
The following definitions help to explain how Supervisory Monitoring
works in the NBX system:
Supervisory Monitoring Domains — are created by the NBX System
Administrator and specify the following information:
The supervisory monitoring domain's unique name and password
The types of calls that can be monitored (Incoming Group (ACD, HG,
or RP) Only calls or All calls)
The calling groups (ACD, HG, or RP) that can be monitored
The agents (users) who can be monitored
Announcement tones for Monitor, Whisper, and Barge-In modes
A special system domain called the Privacy List specifies users who
cannot be monitored. In addition, any users who have the Call Privacy
privilege enabled for their Class of Service (CoS) group can prevent
individual calls from being monitored. For more information on privacy,
see "Call Privacy"
Agents — must be defined as members of a supervisory monitoring
domain. This includes people who take a transferred call or answer one
with call pickup.
Supervisors — are people using the domain password to monitor the
agent's call. The supervisor must provide the password of the supervisory
S
YSTEM
later in this chapter.