Supervisor Monitor With Barge-In - Vodavi Station User Manual

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Supervisor Monitor with Barge-In

The ACD Supervisor Monitor with Barge-In feature provides a
means for an ACD Supervisor to monitor an agent's call in
progress and coach sales techniques or customer relations
skills.
One supervisor at a time may intrude into an agent's call in a
listen-only mode by pressing a preprogrammed flexible feature
button (feature code 625), and can then press the MUTE button
to be able to converse in a true conference mode.
Up to five supervisors per ACD group can simultaneously
monitor / listen in to an agent's call by pressing a
preprogrammed flexible feature button (feature code 583). The
supervisors are able to monitor both sides of the conversation,
but they are not able to talk with either party while in this
mode.
A warning tone is available to alert parties that someone is
monitoring their call.
Executive Override is a system feature and,
therefore, takes precedence over this feature. If
Supervisor Monitor with Barge-In is used properly,
Executive Override MUST be disabled. Otherwise,
the barge-in is performed with the MUTE button
OFF.
A change in volume may occur on the CO line or
intercom call after the barge-in occurs.
The use of Supervisor Monitor with Barge-In is limited
by federal law and may also be limited or prohibited
by state or local law, so check the relevant laws in your
area before employing these features.
ACD/UCD