Group Membership; Supervisory Monitoring - 3Com 3100 User Manual

Group Membership

Supervisory
Monitoring
Figure 3 shows the path of a call coming in to a calling group.
Figure 3 Sample Calling Group Configuration
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 After a specified number of rings with no answer
6 Receptionist
To view the list of users that belong to a calling group:
1 Go to Group Membership > Hunt Groups.
2 Click the group to display the list of users that belong to that group.
Supervisory monitoring is a feature that is typically used in call centers to
allow supervisors to join a conversation between an agent and a
customer to ensure proper customer support. The supervisor's presence
may or may not be announced to the agent or customer by a tone.
Supervisory monitoring enables monitoring of incoming calls to
Automatic Call Distribution Groups and Hunt Groups. Other calls to and
from the agent's telephone are also available for monitoring, including:
When an agent calls a customer back (outbound call)
When an agent receives a call from a customer on their Direct Inward
Dial (DID)

Supervisory Monitoring

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