Supervisory Monitoring Modes - 3Com 3C10402B Administrator's Manual

Supervisory
Monitoring Modes
The monitoring user is called the supervisor. The supervisor, who might or
might not be the system administrator, can join a call between a person
calling into the system (for example, a customer) and a person on-site
whose job it is to accept incoming calls. Joining calls in progress can
ensure proper customer support.
The system allows Supervisory Monitoring on outgoing calls as long as
the agent is in the domain that corresponds to the password that the
supervisor uses to monitor the agent.
To use Supervisory Monitoring, the supervisor needs:
The Route point extension
■
The Supervisory Monitoring Domain password
■
The agent's telephone extension
■
To set or change the Supervisory Monitoring password, you need first to
provide the system administrator password. The System Administrator
configures Supervisory Monitoring parameters using the Supervisory
Monitoring window of the NBX NetSet utility.
Supervisory Monitoring uses IP Multicast. Because the system has a global
pool of multicast addresses that Supervisory Monitoring and other
features use, it is possible for the system to exhaust its pool of multicast
addresses and thus return an error to a monitoring request.
This section describes the different modes that a supervisor can employ to
monitor incoming calls.
As a supervisor, you can employ Supervisory Monitoring in any of the
following modes:
Monitor
■
Allows you to join a call in progress without an alert that is audible by
either the agent or the customer.
Monitor mode requires a password. To start monitoring a call, the
supervisor must use one of the following:
Feature code 425
■
Mapped button
■
Display panel Soft Key (not available on all phones) that the
■
administrator has configured for this purpose.
TAPI Route Points 355