3Com 3C10402B Administrator's Manual page 64

64 C 3: F
HAPTER EATURE
S
ETTINGS
Supervisory Monitoring Error Conditions
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Special Considerations
To configure Supervisory Monitoring, you must have Administrator access
rights to the system. If you are a call supervisor, make sure you are
familiar with the following issues when monitoring calls in progress:
You can monitor calls internal to the system or external calls.
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You can monitor a call across a Virtual Tie Line (VTL).
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Any one of the parties involved in a Supervisory Monitoring
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environment (customer, agent, or supervisor) can put the call on hold
and answer another call.
You cannot invoke session-modifying services during a call being
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monitored. You can invoke the following telephone features during a
call:
Forward voice mail
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Do Not Disturb
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Mute
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Hold
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The display panel displays the message
other features during a monitoring session.
If the customer or the agent invokes a session-modifying service such
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as Transfer, Conference, Call Park, or Transfer to Voice Mail, the
system drops the supervisor from the call.
You can use third-party TAPI applications to monitor calls.
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You cannot monitor more than two calls at the same time. Of the two
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calls, only one can be active at any given time; the other call must be
on hold.
You can monitor other supervisors. However, you cannot monitor a
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supervisor who is monitoring another call.
Multiple supervisors can monitor different calls by the same agent.
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However, a specific call can be monitored by one supervisor only at
any one time.
If you exit the monitoring session, the call between the customer and
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the agent is unaffected.
if you invoke any
Not allowed