Nortel Networks P0606200 03 manual About monitoring sessions, Receiving a call on your telephone

8Call Center Supervisor Guide

About monitoring sessions

Receiving a call on your telephone	If you are monitoring an agent and you get a call on your telephone, the
	monitoring session ends if you answer the call. When you end your call,
	you can press OBSV to reenter the monitoring session with the agent.
Making a call while monitoring	If you make a call while you are monitoring an agent, the monitoring
	session ends and you must begin monitoring using ≤·‚fi to
	reestablish a monitoring session.
Ending a session by logging off	The session ends if you or the agent are forced to log off or if the agent
	logs off voluntarily.
	If the agent is on a call at the time of log off, but you are still logged on and
	monitoring, the session continues until the call is disconnected or you
	press CANCL.
Conference calls	If the agent puts the a call that you are monitoring into a conference call,
	you do not hear the call for the duration of the conference call. When the
	agent goes out of conference, you are automatically monitoring the agent
	again.
	NOTE: If you want to monitor agents all the time, ask agents not to
	participate in conference calls.
On hold calls	If the agent puts a call that you are monitoring on hold, you do not hear
	the call while it is on hold. When the agent resumes the call, you are
	automatically monitoring the agent again.
	If an agent puts one call on hold and answers another call, you can
	monitor only the currently active call. When the agent switches back to the
	first call, this becomes the active call that you are monitoring.
Using VoIP telephones	How monitoring works with VoIP telephones depends on how Call Center
	is set up. Ask your Call Center Administrator about monitoring agents who
	use VoIP telephones. If you monitor an agent who uses a VoIP telephone,
	a it is possible that noticeable noise can be heard for several seconds
	when you begin to monitor a call.
Companion sets	You cannot monitor agents who are logged on to Companion sets.
ISDN sets	You cannot monitor agents who are logged on to ISDN (Integrated
	Services Digital Network) sets.
Maximum number of conference	If the maximum number of simultaneous conference bridges are being
bridges	used, when you try to start a monitoring session your display shows “No
	conf avail”.
Transferred calls	If you are monitoring an agent and they transfer a call, you no longer hear
	the call.

Note: If at any time during a monitoring session you press a programmed memory key your monitoring session ends. Do not press a memory key unless you want to end your monitoring session.

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