Toshiba CIX-SG-CCACD-VB manual Call Monitoring/Join Call, To Monitor a call, To cancel Monitoring

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Call Features

Call Monitoring/Join Call

Call Monitoring/Join Call

Supervisor Only Feature

Call Monitoring or Join Call enables the Supervisor, to monitor conversations between an ACD Agent and caller. A one-way, listen-only path is established for the Supervisor only. The monitoring feature does not apply to non-ACD calls. The Supervisor may participate in the conversation using the Join Call function. This provides a three-way conference with the Agent and the caller.

Important! This feature is only intended for ACD Supervisors, so the Supervisor log in ID code should be kept confidential to prevent unauthorized use of this and other Supervisor features.

To Monitor a call

Press ACD Call + Monitor Call + yyyy + #. Where

yyyyis the Agent ID.

Whenever the monitored Agent is on an ACD Call, the LED is set to the red I-Use rate and your LCD shows “Monitoring.” The call may be heard over the speaker.

Notes

Enter Agent ID:

Monitoring Agent: <Agent Name>

•If the Agent is not on an ACD call, the one-way, listen-only path still exists.

•This feature is limited by the availability of conference channels. If there are no conference channels available, a reorder tone is heard.

You will continue monitoring the Agent's ACD calls until monitoring is cancelled or the Agent logs out.

To cancel Monitoring

Press Monitor Call.

Strata CIX ACD Agent/Supervisor Telephone 05/06

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Contents ACD Agent/Supervisor Telephone User Guide Publication Information Toshiba America Information SYSTEMS, INC. Tais Toshiba America Information Systems, Inc Contents Call Features Introduction Calls attention to important instructions or information ConventionsCD-ROMs Related Documents/MediaIntroduction ACD Agent Grand TourACD Telephone ACD Group Supervisor4886$/6 $& Flexible Buttons Extension Number Buttons Tones Agent Telephone StatusLogging In/Out Status FeaturesTo Log To Log Out of all groups Unavailable and Available To Log Out of one or more groupsTo become Available To end Wrap Up Time End Wrap Up TimeStatus Display To Display Status for a Group or a QueueTo Display Status for an Agent To Use Auto Scroll Off Options To turn Auto Scroll On or OffTo set the Auto Scroll Interval To Use Auto Scroll On OptionsShift Mode Supervisor Only FeatureTo change ACD shift mode To view Alarms Queue AlarmsStatus Features Feature Interaction Call FeaturesHold Answering CallsTo answer an ACD call To place calls on HoldTo Pick up an ACD call ringing at another station ACD Call PickupTo call your Supervisor for Help ACD HelpTo answer an Agent’s call for Help Agent Assistance Help CallTo Enter a Work Unit Code Work UnitsTo cancel Monitoring Call Monitoring/Join CallTo Monitor a call To Join a call ACD IndexIndex ~ W Index
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