Silent Monitor and Barge | 3Com VCX V7000 IP guide

Silent Monitor and Barge In

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■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.

■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 mid-call features.

■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

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3Com VCX V7000 IP manual Silent Monitor and Barge

Contents

VCX Manager’s Telephone Guide 3Com Corporation 350 Campus Drive Marlborough, MA Contents Feature Codes Using the VCX User Interface Index About this Guide List conventions that are used throughout this guide Icons Conventions Documentation RelatedThese 3Com documents contain additional information about Convergence Application Suite Part Number 900-0326-01 Rev AD Example Getting Started Overview VCX Telephone Initial Voice Mailbox Setup Configuration OptionsAdditional Information Sources VCX V7000 MANAGER’S Telephone Buttons ControlsManager’s Telephone Telephone Buttons and Controls Handset Administrator for more information Access ButtonsTelephone Personal Speed Dial 1 See Speed Dialing Feature Options Status Lights forStatus, as shown in Table Eatures Softtbutton Version Displays the current phone software version Display Panel Scroll to User Configuration and press SelectContrast Press Select to choose Set Contrast VCX V7000 MANAGER’S Telephone Model Basic Telephone Operation Logging In to Your Password to your phoneTelephone Calls Then Enter Password Making Internal Calls To dial an internal call Second Call On a call Using Unique Extensions Same local network Using Site Codes Terminating Calls UsingTelephone Display Panel Using the Telephone Display Panel Volume ControllingRinger, handset, or speaker Using the Hands Free Feature On Hold Putting a Call Transferring a Call to Another User’s Voice Mail While on a Call Calls Mapped Button Method Serial Transfer Feature Code Method Muting CallsMute Ringer Ringer is now muted Activating Do Not Disturb Basic Telephone Operation Feature Codes Feature Codes Feature CodeMethods Press the Features soft button Forwarding and specify a destination number Feature Codes See Activating Do Not Disturb See Silent Monitor and Barge Transfer See Controlling the Volume Feature Codes Standard Features Standard Features Using the Telephone User Interface Using the VCX User Interface Setting up aConference Call Way calling Extension Another Phone Voice Mail When you forward incoming calls to your voice mailbox To Another User’s Transferring a CallCall Waiting Speed Dialing Speed Dialing Press Feature + 410 + Press 3 to access the Speed Dial menuPress the speed dial Access button you want to configure Speed Dial menu Access button Feature + 601 +601*2 Call Forwarding Where you want your call to be forwardedYou can use the TUI on your phone to specify Condition that results in the system forwarding a call Scroll to Call Forward No Answer Scroll to Call Forward BusyPress the Select button Scroll to Call Forward All Call Park Scroll to Call Park Paging Call Pickup Interaction With Using One-Touch PickupScroll to Pickup, Directed Scroll to Pickup, Group Agent is not logged Silent Monitor and Barge Standard Features Press Feature + Remote CallForward Associated into hunt groups Hunt Groups Hunt Groups Standard Features Hunt Group Behavior Scroll to Hunt Group Login Enabled To log in to a hunt group Select Features Hunt Group Interaction With Other Features Status Feature + Using the VCX User Interface Welcome My Extensions Calling Features Log Out Username field, type your web login name Welcome Calling Features Enabling Call Group FeaturesForwarding Up through the VCX User Interface Using the VCX User Interface Configuring a Call Coverage Point Enabling Bridged ExtensionsThrough the VCX User Interface Enabling Bridged Extensions Using the VCX User Interface Do Not Disturb and Bridged Line Calls Call Forward, Forward to Voice Mail, and Bridged Line Calls Hands Free and Bridged Line Calls Call Park and Bridged Line Calls Call Transfer, Call Conferencing, and Bridged Line Calls Attendant Console and Bridged Line Calls Call Pickup and Bridged Line CallsHunt Groups and Bridged Line Calls Message Waiting Indication and Bridged Line Calls Logging Out Using the VCX User Interface VCX Attendant Consoles Model 3105 and Complement Attendant Feature Buttons Access ButtonsVCX Attendant 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 103 VCX Attendant Consoles Model 3105 and Complement Attendant This chapter covers these topics Telephone Installation Maintenance Connectors Connecting Underside of the VCX 3102 Business Telephone Attaching Adjusting Articulating Support Bracket 109 Wall Mounting a 3102 Telephone Attendant Console Label Cover OpeningMoving Your Swapping Cleaning Your TroubleshootingProblems Possible Problems Appendix a Telephone Installation and Maintenance Numbers Index Index 117