Operation - NEC SL2100 Installation Manual

SL2100

Operation

To monitor an ACD Agent's call:
Only ACD Supervisors (Group or System) can use ACD Monitor.
1. Call the busy ACD Agent.
You must hear busy tone.
2. Press your ACD Monitor Key (Program 15-07-01 or SC 752: *15).
Your ACD Monitor Key lights.
S 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.
To stop monitoring an ACD Agent's call:
1. Press the lit ACD Monitor Key (Program 15-07-01 or SC 752: *15).
Monitoring also stops when the ACD Agent hangs up.
3-36 Supervisor Monitor / ACD Monitor
ISSUE 1.0