Call Monitoring - Toshiba Strata DK14 General Description Manual

Call Monitoring

Call Monitoring enables a Supervisor to monitor a conversation between an ACD Agent and ACD
caller. A one-way, listen-only path is established for the Supervisor while the Agent and the caller
continue their conversation.
As a system-wide programming option, a periodic tone can be inserted into a conversation to
indicate that the Supervisor is monitoring. The message is also displayed on the Agent telephone's
LCD. Or, on a system-wide basis, the monitoring can be done without the tone being inserted into
the conversation.
Once in the monitor state, the Supervisor continues to monitor each ACD call to the Agent and
does not have to re-initiate the monitor function with each ACD call. Only ACD calls can be
monitored, not PBX calls or non-ACD calls.
Benefits
Provides additional call monitoring flexibility and is a valuable training tool.
Strata DK Feature Description 5/99
Automatic Call Distribution
ACD Supervisor Features
System Availability
Standard on Strata DK424 with ACD except
those with RCTUA processors
299