Supervisory Monitoring Usage Notes; Usage Notes - 3Com NBX 100 Administrator's Manual

290 C 6: A
HAPTER UTOMATIC
Supervisory
Monitoring Usage
Notes

Usage Notes

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ALL ISTRIBUTION
Barge-In mode immediately and forcibly inserts the supervisor into the
conversation between the agent and the customer. The supervisor, agent,
and customer can hear and speak with the other parties in the
conversation.
Changing Agents While Monitoring a Conversation
As supervisor, you can while in Silent-Monitor mode change the call you
are monitoring.
1 While monitoring a call, press the Chg menu option on your telephone.
The NBX system prompts for the agent extension and plays a tone.
2 Enter the new extension and press the OK menu option or "#" key, as
appropriate.
The agent you changed to becomes audible to you in Silent-Monitor
mode; the previous agent is no longer audible to you. The new agent
might hear an announcement tone, depending upon the way Supervisory
Monitoring was previously configured in NetSet.
3 End the monitoring session by hanging up the receiver.
This section documents general information that might be useful to the
system administrator and the call supervisor in using Supervisory
Monitoring. Topics covered include:
Usage Notes
Supervisory Monitoring Error Conditions
To configure Supervisory Monitoring, you must have Administrator access
rights to the NBX system.
You must configure this feature for each ACD group in the system.
Call Data Reporting (CDR) can contain Supervisory Monitoring
information.