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■The types of calls that can be monitored (Incoming Group (ACD, HG, or RP) Only calls or All calls)

■The calling groups (ACD, HG, or RP) that can be monitored

■The agents (users) who can be monitored

■Announcement tones for Monitor, Whisper, and Barge-In modes

A special system domain called the Privacy List specifies users who cannot be monitored. In addition, any users who have the Call Privacy privilege enabled for their Class of Service (CoS) group can prevent individual calls from being monitored. For more information on privacy, see “Call Privacy” later in this chapter.

Agents — must be defined as members of a supervisory monitoring domain. This includes people who take a transferred call or answer one with call pickup.

Supervisors — are people using the domain password to monitor the agent’s call. The supervisor must provide the password of the supervisory monitoring domain that has the agent (user) listed. The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons; not a 3Com Entry Telephone, 3Com Cordless Telephone, or an analog telephone.

Customers — are people who make an incoming call to an agent (supervisory monitoring domain member). A customer can be an internal or external caller.

Monitor — allows the supervisor to listen to a call.

Whisper — allows the monitoring supervisor to speak to the agent without the customer hearing.

Barge-In— allows the supervisor to speak to both the agent and the customer.

Monitor Monitor (also called Silent Monitor) allows an authorized supervisor to listen to calls that are received or initiated by an agent who does not have privacy enabled and is a member of the supervisor’s monitoring domain. The administrator configures the NBX system to specify whether a tone audible to the agent plays when the supervisor joins to monitor the call.

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3Com 3101SP manual Supervisory Monitoring
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3101SP specifications

The 3Com 3101SP is an innovative VoIP (Voice over Internet Protocol) phone that offers a powerful solution for businesses seeking efficient and high-quality communication tools. Designed for use with 3Com's VoIP systems, the 3101SP is part of a broader trend toward integrated digital telephony that enhances productivity and streamlines communication processes.

One of the main features of the 3101SP is its user-friendly interface. The phone is equipped with a large, backlit display that provides clear visibility, making it easy for users to navigate menus and access features. The ergonomic design ensures that all buttons are easy to reach, allowing for straightforward operation even during busy periods.

The 3Com 3101SP utilizes advanced Voice over IP technology, enabling high-definition audio quality for calls. This technology eliminates the limitations of traditional telephony, allowing users to communicate over the internet with crystal-clear clarity. The phone supports wideband audio codecs, providing a more natural and easier-to-understand conversation experience.

Another significant characteristic of the 3101SP is its support for multiple lines and call appearances. Users can manage several calls simultaneously, making it an ideal choice for busy office environments. Additionally, the phone features differentiated ring tones and visual indicators to help users identify incoming calls easily.

The 3101SP also includes a range of integrated features that enhance productivity. These include a built-in speakerphone for hands-free operation, as well as voicemail capabilities that allow users to easily access and manage their messages. The device supports call transfer, conferencing, and call hold functionalities, making collaboration seamless among team members.

Moreover, the 3Com 3101SP is built with reliability in mind. It is equipped with Power over Ethernet (PoE) technology, which allows it to receive power through the same Ethernet cable used for data transmission. This simplifies installation and ensures uninterrupted operation, even during power outages.

In terms of security, the 3101SP incorporates various protocols that protect calls and user information. Encryption technologies safeguard data transmission, ensuring that communications remain confidential and secure.

In summary, the 3Com 3101SP VoIP phone combines advanced technology with a range of features designed to improve workplace communication. With its clear audio quality, multi-line support, phone features, and robust security measures, the 3101SP stands as an excellent choice for businesses looking to enhance their telephony capabilities. Its ergonomic design and user-friendly interface further contribute to its appeal, making it a reliable tool for improving overall communication efficiency.
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