Mitel SX-200 Practices page 846

ACD TELEMARKETER Application Package
Restrictions
The monitoring can be performed on any line and on any agent conversation that can
be overridden. Monitoring is not permitted, for example, on !j--party calls, held calls and
conferences. Keyline privacy is ignored for the Call Monitor,
Enable Monitoring
To enable monitoring:
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assign an ACD Silent Monitoring access code in the Feature Access Code CDE
form
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enable System Option 42, ACD Silent Monitoring
If agents are to be notified when a monitor is in progress, enable System Option 43,
ACD Silent Monitoring Beeps. When the monitoring starts, the agent hears beeps and
the set displays the extension number of the monitoring set followed by
"MONITORING".
Operation
The Supervisor initiates a call monitor by dialing the ACD Monitor access code,
followed by the agent's ID code.
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If the agent set is idle, the supervisor's set indicates this.
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If the agent is in a call, and call monitor begins, the supervisor's set displays the
extension number of the agent's set.
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An agent may be monitored by only one supervisor at a time. A supervisor attempt-
ing to monitor an agent who is already being monitored receives busy tone and the
the normal busy display.
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An illegal user attempting to set up a monitor results in a set displaying that access is
denied.
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An attempt to monitor an agent who is not logged in results in a set displaying that
the number is invalid.
. Attempting to monitor an agent who has Do Not Disturb aotivated and is idle results
in the supervisor's set displaying that the set has Do Not Disturb activated.
'At any time while monitoring, the supervisor may enter the conversation by pressing
the CONF softkey. The monitoring session is ended by pressing the HANG UP softkey.
If the agent interrupts the conversation by placing the caller on hold, or terminating or
transferring the call, or if the agent uses the SPLIT key, the supervisor's set displays
"DISCONNECTED" and the system gives re-order tone.
Help
Call
Feature
7.5 The Help Call feature is similar to the Call Monitor, except that it is initiated by the
agent. Supervisors receiving a Help request get an audible and visual indication on
their SUERSET telephone.
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Revision 0 9109496-62O-NA Issue 1