NEC univerge sv8100 Installation Manual page 138

Issue 4.0

Related Features
Supervisor, ACD Group
Supervisor, ACD System
Operation
To monitor an ACD Agent's call:
Only ACD Supervisors (Group or System) can use ACD Monitor.
1.
2.
To stop monitoring an ACD Agent's call:
1.
3 - 106
20-13-06 Class of Service Options (Supplementary Service) – Automatic
Off-Hook Signaling (Automatic Override)
Allows a busy extension ability to manually (0) or automatically (1) receive
off-hook signals.
Call the busy ACD Agent.

You must hear busy tone.
Press your ACD Monitor Key (Program 15-07-01 or SC 752: *15).

Your ACD Monitor Key lights.

You hear the agent's conversation but the agent is not aware that you are monitoring their
call.

Monitoring will continue until you press the ACD Monitor key or the ACD Agent hangs
up. For example, if the agent places a call on Hold but does not hang up, you will hear
Music on Hold.
Press the lit ACD Monitor Key (Program 15-07-01 or SC 752: *15).

Monitoring also stops when the ACD Agent hangs up.
UNIVERGE SV8100