Chapter 9 Intrusion Tone
Overview:
Some countries outside the USA require that an Intrusion Tone be played to agents and called parties if they are being monitored. The frequency, cadence and decibel level of this Intrusion Tone can be different for each country that requires it.
Experience had shown that most (if not all) customers will have it turned off. The argument put forth by these customers was that they could not perform adequate quality control over their agents, if the agents know they are being monitored.
The Intrusion Tone will be offered with a single cadence only (1 On and 1 Off Cycle). This cadenced tone will be repeated for the life of the monitoring ses- sion.
Generating multiple cadenced tones with NMS’s tone generation func- tions requires starting and stopping the DSP for each cadence. It multi- ple cadences is absolutely required – then we could implement it as an audio file that loops (like “Music On Hold”). However, someone would have to generate the file.
Intrusion Tones can be configured for either single or
Because implementing Intrusion requires that the monitoring session be in a full conference, the “Client Monitoring” feature will be disabled if Intrusion is being used. Otherwise the called party and agent would hear the Monitor and Client Monitor’s conversation.
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