NEC Univerge SV8500 Programming Manual page 202

M-28A MONITORING - ACD SUPERVISOR - ACD
GENERAL DESCRIPTION
This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and the
non-ACD line at that position. The agent and calling party are not aware that their call is being monitored. As the
agent concludes one call and begins another, switches from one line to another, or transfers, the supervisor's monitor
is applied to the current call. If both lines are idle when the monitoring is established, the supervisor will hear quiet
tone until the agent either answers a call on one of the lines or places a call from the non-ACD line. At that time, the
supervisor will be able to hear both parties. This feature has been available for network that is configured by Peer-
to-Peer FCCS. VS-32 can also be used for this feature.
OPERATING PROCEDURE
• While an agent position is busy.
STEP 1: Lift the handset.
STEP 2: Press the MON/BARGE key.
STEP 3: Dial "Station ID code + #" or "0 + Station Number for A Call of Agent Position + #".
STEP 4: Supervisory Position starts monitoring the call between the Agent Position and the ACD call.
STEP 5: Press the RELEASE key.
• While an agent position is in a state other than busy.
STEP 1: Lift the handset.
STEP 2: Press the MON/BARGE key.
STEP 3: Dial "Station ID code + #" or "0 + Station Number for A Call of Agent Position + #".
STEP 4: The Agent Position is set to be monitored.
STEP 5: Replace the handset.
STEP 6: The Supervisory Position is called when the Agent Position start talking.
STEP 7: Lift the handset.
STEP 8: The Supervisory Position starts monitoring the call between the Agent Position and the ACD call.
STEP 9: Press the RELEASE key.
The MON/BARGE lamp will flash while monitoring, and light while being set ready to start moni-
Note:
toring. Also, the lamp will flash while the Supervisory Position is hearing a held tone provided
when the monitored call is held or transferred.
SERVICE CONDITIONS
1. Three-way conference trunk or VS-32 is required for this feature.
M-28A MONITORING - ACD SUPERVISOR - ACD
– 186 –