Silent Monitor and Barge In | 91 |
■If a supervisor attempts to park, conference, or transfer a monitored
call, the action will be ignored and the Display Panel shows Not supported operation.
■If a customer or agent terminates a monitored call by hanging up, the supervisor will be disconnected from the session.
■Supervisors cannot monitor conference calls.
■The agent, the customer, and the supervisor can place a monitored call on hold. The results depend on who places the call on hold and whether or not Music On Hold (MOH) is enabled.
■If the VCX call processor fails during an established silent monitoring or barge in session, the audio is not affected. However, none of the parties in the call can invoke
■The supervisor can monitor a Hunt Group call by selecting the member's extension, not the Hunt Group's extension.
■Bridge line connected calls can be monitored by selecting the extension of the connected party (primary or secondary, depending on who is connected).
Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an agent’s extension. The supervisor must be granted explicit permission by the VCX administrator to monitor one or more extensions. If you have been granted monitoring privileges, your administrator will give you a list of the extensions you can monitor.
To monitor a call on an agent’s extension by entering a feature code:
1Pick up the handset.
2Press Feature + 425.
3Enter the extension of the agent you want to monitor and press #.
Alternatively you can combine steps 2 and 3 by using the following single command after picking up the handset:
*425*<extension>
For <extension>, you can either enter the phone extension of the agent, press a speed dial button mapped to that extension, or press a bridge line button (Basic phones do not support bridging) mapped to that extension.
You can also monitor a call by pressing Program + 4 + 1 followed by the extension to be monitored, then press #.
