Supervisor Monitor / Acd Monitor - NEC univerge sv8100 Installation Manual

UNIVERGE SV8100

Supervisor Monitor / ACD Monitor

Description
Supervisor Monitor (ACD Monitor) allows an ACD System or Group Supervisor with a
uniquely programmed ACD Monitor key to listen in on an ACD Agent's call. The ACD
Agent and the outside caller are unaware that their call is being monitored. ACD
Monitor helps supervisors that want to make spot checks on an ACD Agent's
performance. This encourages agents to always provide the highest levels of
courtesy and performance since the supervisor can listen in unobtrusively at any time.
Programming



ACD Installation Manual
Unauthorized intrusion on calls using this feature may be interpreted as an invasion of
Conditions
None
Default Setting

An extension automatically sends off hook signals to a busy extension
(Program 20-13-06 = 1). The caller does not hear busy tone.

No ACD Monitor keys assigned (Program 15-07-01: *15).
15-07-01 Programmable Function Keys
Assign an ACD Monitor key (code *15) to each supervisor that should be
able to monitor an ACD Agent's call.
20-02-05 System Options for Multiline Telephones – Headset Busy Mode
Set this option to 0 for all ACD Agents with headsets that should be
monitored. This makes the headset extension busy when only one
extension appearance is busy. The supervisor can set up ACD Monitor only
if the agent's phone is busy (i.e., while the supervisor hears busy tone).
20-06-01 Class of Service for Extensions
Assign a Class of Service (1~15) to an extensions.
Caution
privacy.
Issue 4.0
3 - 105