78 CHAPTER 3: CONFIGURING VCX USERS AND SERVICES
Deleting Type of
Services
You can delete any Type of Service that is not currently assigned to a
phone profile.
To delete a Type of Service:
1In the USERS menu, click Type of Service.
The Type Of Services page appears. See Figure 21.
2Locate the Type of Service entry you want to delete.
3In the Action column, click Delete.
The Types of Service List page refreshes.
Silent Monitor and Barge In The Silent Monitor and Barge In features are 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 nor the customer are aware that the
supervisor is monitoring the call.
Silent Monitor – Silent Monitor allows a supervisor to
listen to calls that come into an agent’s extension.
You, the administrator, configure a user (such as a
supervisor) to have explicit permission to monitor one
or more extensions.
The access code (feature code) for Silent Monitor is
*425.
Barge In – Barge In allows a supervisor to speak to the
agent and customer during a monitored call.
The access code (feature code) for Barge-In is *428.
See Configuring Silent Monitor and Barge In.
Camp On Camp On allows users who place a call to a busy or an
unanswered internal telephone to be called back when
the called telephone becomes available. When a user
activates Camp On, the system monitors the called
telephone. When the called telephone becomes
available, the system automatically rings the calling
party and redials the call.
See Configuring Camp On Parameters.
Table11 Calling Features for Phones (continued)
Calling Feature Description