3Com NBX 100 Administrator's Manual page 292

292 C 6: A
HAPTER UTOMATIC
C D
ALL ISTRIBUTION
In Progress Calls
This section documents some issues to be aware of when monitoring calls
in progress.
The call being monitored can be either internal to the NBX system or
an external call.
The call being monitored can be a call across a Virtual Tie Line (VTL).
Any one of the parties involved in a Supervisory Monitoring
environment (customer, agent, or supervisor) can put the call on hold
and answer another call.
The supervisor cannot invoke session-modifying services during a call
being monitored. The supervisor can invoke the following phone
features during a call:
Forward voice mail
Do Not Disturb
Mute
Hold
Any other features invoked during a supervisory session produce the
LCD message
Not allowed
If the customer or the agent invokes a session-modifying service such
as Transfer, Conference, Call Park, or Transfer to Voice Mail, the
supervisor is dropped from the call.
Supervisors can use third-party TAPI applications to monitor calls.
A supervisor cannot monitor more than two calls at the same time. Of
the two calls, only one can be active at any given time; the other call
must be on hold.
A supervisor can be monitored by other supervisors, but the supervisor
cannot be monitored while monitoring another call.
Multiple supervisors can monitor different calls by the same agent.
However, a specific call can be monitored by one supervisor only at
any one time.
If the supervisor exits Supervisory Monitoring using the Exit menu
option, the call between the customer and the agent is unaffected.
The supervisor cannot invoke Supervisory Monitoring if the supervisor
is already on an active call.
.