108 Chapter 15 Monitoring Hunt Groups
Note: If an agent is on conference call, you cannot monitor the hunt group call.
Monitoring with IP telephones: On calls over an VoIP trunk, where both the Hunt group call and the monitoring call are from IP telephones (full IP domain calls), the agent hears a click when the supervisor starts and ends a monitor session.
Note: For information on reporting Hunt Group metrics, refer to the
BCM 4.0 Call Detail Recording Guide (N0027926).
Also refer to:
•“Configuring Hunt Groups” on page 99
•“Monitoring external hunt group calls” on page 107
