Standard Features | 3Com VCX V7000 manual

90CHAPTER 7: STANDARD FEATURES

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:

■The agent is not logged in.

■The agent is not on a call.

■The agent is currently monitored by another supervisor.

While in Silent Monitor mode, the supervisor can join the conversation by entering the feature code for Barge In. After barging in, the supervisor can return to Silent Monitor mode by reentering the Silent Monitor feature code. See Barging In.

A user can ensure a private call by blocking Silent Monitor and Barge In. To make a private call, the user enters a feature code before dialing the call.

Note the following Silent Monitor and Barge In feature conditions and restrictions:

■Multiple supervisors cannot monitor the same extension at the same time.

■If an agent parks a monitored call, initiates a conference, or transfers the call, the supervisor will be disconnected from the session.

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3Com VCX V7000 manual Standard Features

Contents

VCX Business Telephone Guide 3Com Corporation 350 Campus Drive Marlborough, MA Contents VCX Attendant Consoles Model 3105 and Complement Attendant Feature Codes Using the VCX User Interface Index Page About this Guide Conventions List conventions that are used throughout this guide Icons These 3Com documents contain additional information about RelatedDocumentation Convergence Application Suite Example Part Number 900-0330-01 Rev AC Getting Started VCX Telephone Overview Mailbox Setup Initial Voice Configuration OptionsAdditional Information Sources Model Buttons ControlsTelephone Buttons and Controls Telephone key pad Access Buttons Buttons do not have associated indicator status lightsAsk your administrator for more information. You can view Access Buttons Status Indicator Lights 3Com Default Button Mappings for the Model 2102 Telephone Button Functions Viewing Information Locked state VCX Business Telephone Business Telephone Shows the buttons and controls on the VCX Model Buttons and Controls VCX Business Telephone Model Administrator for more information Handset Access buttons have the following default settings Personal Speed Dial 6 See Speed Dialing Status Lights Access ButtonFunctions Using Assigning Model VCX Business Telephone Model Assigning Model 3102 Access Button Functions Using the TUI Button Information Locked state VCX Attendant Consoles Model 3105 and Complement Attendant VCX Attendant Access ButtonsFeature Buttons Console VCX Attendant Console VCX Attendant Consoles Model 3105 and Complement Attendant Button indicates its status. See Table Complement AttendantSoftware Elements of the Complement Attendant Software Screens Complement Attendant Software Buttons and Keyboard Shortcuts Keyboard VCX Attendant Consoles Model 3105 and Complement Attendant Basic Telephone Operation Logging In to Your Telephone Local Phone Number Answering a Call Making CallsForwarding.Answering a Second Call Using Unique Extensions Using Site Codes Same local network Telephone Display UsingTerminating Calls Panel Basic Telephone Operation Controlling VolumeUse the Volume Control buttons to raise or lower the volume Ringer, handset, or speaker Basic Telephone Operation Handset can be either on hook or off hook Putting a Call On HoldWhile on a Call Calls Transferring a Call to Another User’s Voice Mail Serial Transfer Feature Code Method Mapped Button Method Activating Do Not Muting CallsMute Ringer Disturb Basic Telephone Operation Feature Codes Feature + Feature CodeUsing Feature Codes Lists the features that you can control with feature codes Feature CodesFeature + 446 or You enter the transfer destination in the format VCX Feature Codes Alphabetical by Feature or Task See Setting up a Conference Call See Silent Monitor and Barge Transfer See Controlling the Volume Standard Features This message appears for missed calls Controlling Caller ID Conference Call Setting up aPress Feature + Dial the number. Your ID is not delivered to the caller Camping on a Busy Extension Another Phone Forwarding Calls to Voice Mail Voice Mail Transferring a CallTo Another User’s Located locally or at a remote site Call Waiting Speed Dialing Standard Features Press 3 to access the Speed Dial menu To store the number, press the OK button or press # Feature + 601 + 601*2 Call Forwarding You can use the TUI on your phone to specify Standard Features Universal Call ParkLine System by dialing the Call Park extension Standard Features Paging Call Pickup Call is directed to your telephone Using One-Touch Pickup Standard Features 425*extension Standard Features Remote Call Forward Center Hunt GroupsAssociated into hunt groups Incoming calls that arrive at your company can go either to Hunt Groups Standard Features Hunt Group Behavior 971*hunt group number Hunt Group Interaction With Other Features Status Using the VCX User Interface Username field, type your web login name Welcome My Extensions Calling Features Log Out Welcome Calling Features Forwarding Group FeaturesEnabling Call Up through the VCX User Interface Using the VCX User Interface 107 Enabling Bridged ExtensionsThrough the VCX User Interface Enabling Bridged Extensions Using the VCX User Interface Do Not Disturb and Bridged Line Calls Using the VCX User Interface Hands Free and Bridged Line Calls Call Forward, Forward to Voice Mail, and Bridged Line Calls Call Transfer, Call Conferencing, and Bridged Line Calls Call Park and Bridged Line Calls Hunt Groups and Bridged Line Calls Call Pickup and Bridged Line CallsAttendant Console and Bridged Line Calls Message Waiting Indication and Bridged Line Calls Logging Out Telephone Installation Maintenance This chapter covers these topics Connecting Connectors Underside of the VCX 3102 Business Telephone Telephone Label InstallingAttaching Adjusting Articulating Support Bracket Plate After you connect Cables to the phonePress the cables into Adjusting the Fixed AttachingLow-Profile Low-Profile and High-Profile Desktop Positions Wall-Mount Position Moving Your OpeningAttendant Console Label Cover Swapping Problems Cleaning YourTroubleshooting Always unplug your telephone from the power source and from Troubleshooting Problems Appendix a Telephone Installation and Maintenance Index Numbers Hands-free 131 Viewing