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ACD/UCD
Up to five ACD supervisors can simultaneously monitor an
agent's call as follows:
1. Dial the agent's station number. Receive a busy signal.
2. Press the preprogrammed Supervisor Monitor flexible
button (feature code 583). The supervisor is able to hear the
conversation of both parties and the Supervisor's LCD
displays the following:
3. Replace the handset or press ON/OFF to terminate
Supervisor Monitoring.
One ACD supervisor at a time can intrude on an agent's call
as follows:
1. Dial the agent's station number. Receive a busy signal.
2. Press the preprogrammed Barge-In flexible button (feature
code 625).
The agent's conversation in progress is received on the
Supervisor's handset and the Supervisor's MUTE button
LED is lit to indicate that the Supervisor's transmit is muted.
To participate in the conversation in a true conference
mode, the Supervisor can press the MUTE button to
remove the mute condition.
Conditions
»
Supervisors can only Barge-In on calls of ACD group
members of the group into which they are logged.
M O NI TO R IN G X X X X
M M M DD Y Y
The Executive Override Code 625 programs the
Supervisor Monitor with Barge-In feature onto
a flexible button.
H H : M M: a m
13
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