Domains And Upgrades - 3Com 3C10402B Administrator's Manual

Table 14 Supervisory Monitoring Modes
Mode
Monitor
Whisper
Barge-In
You can configure announcement tones to allow the agent or the
customer, or both, to know that the call is being monitored.
Domains and Supervisory Monitoring domains are a new feature in release R6.0. To
Upgrades create and manage Supervisory Monitoring domains, click Feature
Settings > Supervisory Monitoring and see the online Help for more
information.
If you upgrade to release R6.0 from a previous release, make sure you are
aware of upgrade results.
Release R5.0 supported Supervisory Monitoring for calls that hunt
groups, ACD groups, and route points managed. When you upgrade a
release R5.0 system to release R6.0, the system creates new Supervisory
Monitoring domains automatically for all existing groups for which the
Supervisory Monitoring passwords were changed from the default
setting. If a group's default password was not changed in release R5.0,
the system does not create a new Supervisory Domain for that group.
The new Supervisory Monitoring domains have these characteristics:
■
■
Description
Enables a supervisor to monitor a call with or without the
knowledge of the agent or the external party (typically a
customer).
Enables a supervisor to coach or speak with an agent without
the customer's knowledge.
Enables the supervisor to speak with both the agent and the
customer.
The upgrade process transfers all relevant information from release
R5.0 groups to the new release R6.0 Supervisory Monitoring domains.
For example, the members of a new Supervisory Monitoring domain
are the same members of the Hunt Group or the ACD Group that you
created in release R5.0.
The name of each new Supervisory Monitoring domain that the
system creates during the upgrade process is the group name plus the
group number of the Hunt Group or the ACD Group that had
Supervisory Monitoring enabled. The new password is the group's
extension plus the former supervisory monitoring password. For
Supervisory Monitoring 57