68CHAPTER 5: STANDARD FEATURES
■Conference Calls — A conference call cannot be picked up at another extension. A conference originator can, however, pick up a call and add it to the conference call.
■Display Panel — When you pick up a call, the telephone Display
Panel shows a confirmation message, for example,
PickUp Marie x3434.
■Hunt Groups — A call pickup group member can also be a member of a hunt group. Call pickup group members can use either directed call pickup or group call pick up to answer a call that is ringing at another group member's telephone.
■Speed Dials — You or your administrator can assign the following to a speed dial button:
■The feature code for directed call pickup (455) or the feature code for group call pick up (456), and a telephone number.
■Only the feature code for directed call pickup (455) or the feature code for group call pick up (456).
Silent Monitor and The VCX system supports Silent Monitor and Barge In. These two features
Barge Inare typically used in call centers to allow supervisors to listen to (monitor) and optionally join (barge in) a conversation between an agent and a customer to ensure proper customer support. Unless the supervisor barges in, neither the agent or the customer are aware that the supervisor is monitoring the call.
To invoke Silent Monitor, the supervisor enters a feature code followed by the extension to be monitored (see Monitoring a Call). The supervisor, in this case, is defined as a user who is allowed to invoke the Silent Monitor feature for that particular extension. Permission to monitor one or more extensions is configured through the VCX Administrator Interface (see the VCX Administration Guide). The supervisor must use a phone with a Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor attempts to monitor an extension without permission, the supervisor hears an error tone and the LCD shows Unauthorized. The supervisor and the monitored agent can be located at different sites.
If a supervisor attempts to monitor an agent’s extension, the supervisor phone LCD will display the error message no calls to supervise if: