Supervisory Monitoring; Monitor - 3Com 3102 User Manual

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HAPTER ETTING
Supervisory
Monitoring

Monitor

M Y T
ORE FROM OUR ELEPHONE
Supervisory monitoring 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
can be used only with incoming calls to Automatic Call Distribution
Groups and Hunt Groups. Other calls to and from the agent's telephone
are unavailable to the supervisor. The supervisor must provide a password
to access the agent's extension during these calls.
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agents — must be logged in as members of an ACD or Hunt Group.
Anyone, however, who picks up a call that comes through an ACD or
Hunt Group may be monitored like an agent. This includes people who
take a transferred call or answer one with call pickup.
Supervisors — are people using the supervisory monitoring password to
monitor the ACD or Hunt Group. A call could be forwarded through
more than one group; the supervisor must provide the password of the
most recent group. The supervisor must use a 3Com Telephone with a
display panel and appropriate soft buttons, not a 3Com Entry Telephone,
3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an ACD or Hunt
Group number. It can be an internal or external caller.
Monitor — allows the supervisor to listen to a call.
Whisper — allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In — allows the supervisor to speak to both the agent and the
customer.
Monitor (also called Silent Monitor) allows an authorized supervisor to
listen to calls that come in to an agent through an ACD or Hunt Group.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
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YSTEM