Calling Groups; Group Membership; Supervisory Monitoring - 3Com 3C10399A User Manual

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Calling Groups

Group Membership

Supervisory
Monitoring
M Y T
ORE FROM OUR ELEPHONE
One type of hunt group is the Calling Group. Calling groups allow an
incoming call to ring simultaneously on all telephones in a group, for
example, a customer service group. To log in to or out of a calling group,
follow the steps in
Figure 3 shows the path of a call coming in to a calling group.
Figure 3 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.
S
YSTEM
"Hunt Groups" earlier in this chapter.
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