Call Monitoring - Iwatsu ADIX ACD Quick Reference Manual

To Listen to All Messages
Lift the receiver.
Press the Message Recording button [A.REC].
The Message Record button [A.REC] will flash red
and the display will read "Record Class."
Dial [#][#].
Hang up.

Call Monitoring

This feature allows the Supervisor to silently listen to
an Agent's conversation.
Lift the receiver.
Dial the Agent's extension number.
When you hear the busy signal:
Press the Monitor button [MONITOR],
or
Press the Agent button [AGTnnn].
The display will read:
MONITOR
Barge-in
This feature allows the ACD Supervisor to enter an
Agent's conversation. The system may be
programmed to provide a tone to the agent
indicating barge-in has occurred.
While Monitoring a Conversation
Press the Add button [ADD].
The display will read:
ACD CNF
When Not Monitoring a Conversation
Lift the receiver.
Dial the Agent's extension number.
Wait for the busy signal, then:
Press the Add button [ADD].
The display will read:
ACD CNF
ACD Group Night Service
Allows the ACD Supervisor to change the Call
Sequence Table from Day Mode to Night Mode for
the ACD Group.
To Place an ACD Group in Night Mode
Press the ACD Group Night button [NIGHT].
The ACD Group Night button [NIGHT] lamp is
red.
ACD GROUP
AGENT
ACD GROUP
AGENT
ACD GROUP
AGENT