Silent Monitor And Barge In - 3Com VCX V7000 Telephone Manual

68 C 5: S
HAPTER TANDARD
Silent Monitor and
Barge In
F
EATURES
Conference Calls — A conference call cannot be picked up at
another extension. A conference originator can, however, pick up a
call and add it to the conference call.
Display Panel — When you pick up a call, the telephone Display
Panel shows a confirmation message, for example,
PickUp Marie x3434
Hunt Groups — A call pickup group member can also be a member
of a hunt group. Call pickup group members can use either directed
call pickup or group call pick up to answer a call that is ringing at
another group member's telephone.
Speed Dials — You or your administrator can assign the following to
a speed dial button:
The feature code for directed call pickup (455) or the feature code
for group call pick up (456), and a telephone number.
Only the feature code for directed call pickup (455) or the feature
code for group call pick up (456).
The VCX system supports Silent Monitor and Barge In. These two features
are typically used in call centers to allow supervisors to listen to (monitor)
and optionally join (barge in) a conversation between an agent and a
customer to ensure proper customer support. Unless the supervisor
barges in, neither the agent or the customer are aware that the
supervisor is monitoring the call.
To invoke Silent Monitor, the supervisor enters a feature code followed by
the extension to be monitored (see
this case, is defined as a user who is allowed to invoke the Silent Monitor
feature for that particular extension. Permission to monitor one or more
extensions is configured through the VCX Administrator Interface (see
the VCX Administration Guide). The supervisor must use a phone with a
Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor
attempts to monitor an extension without permission, the supervisor
hears an error tone and the LCD shows
and the monitored agent can be located at different sites.
If a supervisor attempts to monitor an agent's extension, the supervisor
phone LCD will display the error message
The agent is not logged in.
.
Monitoring a
Unauthorized
no calls to supervise
Call). The supervisor, in
. The supervisor
if: