Inter-Tel Axxess - page 153

Page 137

System Features

AXXESS® ADMINISTRATOR’S GUIDE – January 2004

UCD Hunt Group Supervisors and Station Monitoring

The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a

specified hunt group. It can be useful in training or in evaluating the performance of hunt

group members.

NOTE: As a courtesy, hunt group members should be notified in advance that their calls may

be monitored. In addition, a programmable option can be enabled that sends a tone to the sta-

tion being monitored whenever the hunt group supervisor joins an ongoing call. (Note that call

monitoring may be illegal in some locations. It is up to the end user to ensure that use of this

feature is in compliance with local laws.)

In Database Programming, each hunt group can have one or more stations assigned as the hunt

group supervisor(s). The supervisor must reside on the same node as the hunt group members.

(An extension list can be assigned as the supervisor to provide multiple supervisors.) The

supervisor is usually not a member of the hunt group. If the supervisor is a member of the hunt

group, the Hunt Group Remove/Replace feature can be used at any time without affecting the

Station Monitor ability. If desired, one station can be assigned as the supervisor for more than

one hunt group.

To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code

(321) and dials an extension number. The supervisor is then connected to the call and can hear

both parties, but cannot be heard by either one. If the monitored call is terminated, transferred,

or placed on hold by the hunt group member, the monitor function is terminated.

In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter-

com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom

calls. Conference calls and calls that do not involve hunt group members cannot be monitored.

If the supervisor attempts to monitor a station that is not on an active call that allows monitor-

ing, the system sends reorder tones, and the supervisor must enter the feature code again to try

another number. If the supervisor attempts to monitor a station that is not in the hunt group or

an idle station in the hunt group, the system sends reorder tones and cancels the Station Call

Monitor feature.

Station monitoring requires conferencing circuits. If resources are not available when a super-

visor attempts to monitor a station, the supervisor’s display will show NO CNF CIRCUITS

AVAILABLE, and the monitor will not be allowed. Multiple supervisors can monitor the same

station, providing that a conference circuit is available for each supervisor.

The supervisor station cannot use the Agent Help feature while monitoring a call.

NOTE: Station Monitoring is not supported on an IP or SIP device engaged in a P2P call (see

page 105).