Group Membership; Supervisory Monitoring - 3Com 3101 User Manual

Group Membership

Supervisory
Monitoring
Figure 5 shows the path of a call coming in to a calling group.
Figure 5 Sample Calling Group Configuration
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 After a specified number of rings with no answer
6 Receptionist
To view the list of users that belong to a group:
1 In NBX NetSet > User Information > Hunt Groups, select a group.
2 Click Details.
Supervisory monitoring is typically used in call centers to allow supervisors
to join a conversation between an agent and a customer to ensure proper
customer support. The supervisor's presence may or may not be
announced to the agent or customer by a tone. Supervisory monitoring
can be used only with incoming calls to Automatic Call Distribution
Groups and Hunt Groups. Other calls to and from the agent's telephone
are unavailable to the supervisor. 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.
Agents — must be logged in as members of an ACD or Hunt Group.
Anyone, however, who picks up a call that comes through an ACD or

Supervisory Monitoring

89
6