NEC Univerge SV8500 Programming Manual page 211

[After the call is answered (Case 1)]
Agent
Calling
Position A
Party
Music
On-Hold
Supervisory
Position 1
monitoring
Supervisory Position 1 monitors Agent Position A and B.
After a while
M-28A MONITORING - ACD SUPERVISOR - ACD
Calling
Party
[While calling Agent Position B]
Calling
Party
Agent Position B answers
[After the call is answered (Case 3 & 4)]
Agent Calling
Position B Party
Music
On-Hold
Supervisory Position 1 and 2 are ready to monitor
Agent Position A and B.
Case 3
[Before Transfer]
Agent
Agent
Position A Position B
Supervisory Supervisory
Position 2
Position 1
monitoring ready to monitor
agent position B
Agent position A transfers a call
to agent position B.
Agent Agent
Position A
Position B
Ringing
Supervisory
Supervisory
Position 1 Position 2
ready to monitor
hearing
Music-On-Hold agent position B
Agent
Agent
Position A
Position B
Supervisory Supervisory
Position 1 is Position 2 is
ready. ready.
– 195 –
[After the call is answered (Case 2)]
Calling Agent
Position A
Party
Music
On-Hold
Supervisory
Position 1
hearing
Music-On-Hold
Supervisory Position 2 monitors Agent Position A and B.
After a while
Case 3
Agent
Position B
Supervisory
Position 2
ready to monitor
agent position B