Nortel Networks P0605665 03 manual About monitoring sessions

184Chapter 14 Monitoring Call Center call activity

About monitoring sessions

Receiving a call on your telephone	If you are monitoring an agent and you get a call on your telephone,
	the monitoring session ends if you answer the call. When you end
	your call, you can press OBSV to reenter the monitoring session with
	the agent.
Making a call while monitoring	If you make a call while you are monitoring an agent, the monitoring
	session ends and you must begin monitoring using ≤·‚fi
	to reestablish a monitoring session.
Ending a session by logging off	The session ends if you or the agent are forced to log off or if the
	agent logs off voluntarily.
	If the agent is on a call at the time of log off, but you are still logged
	on and monitoring, the session continues until the call is
	disconnected or you press CANCL.
Conference calls	If the agent puts the a call that you are monitoring into a conference
	call, you do not hear the call for the duration of the conference call.
	When the agent goes out of conference, you are automatically
	monitoring the agent again.
	NOTE: If you want to monitor agents all the time, ask agents not to
	participate in conference calls.
On hold calls	If the agent puts a call that you are monitoring on hold, you do not
	hear the call while it is on hold. When the agent resumes the call,
	you are automatically monitoring the agent again.
	If an agent puts one call on hold and answers another call, you can
	monitor only the currently active call. When the agent switches back
	to the first call, this becomes the active call that you are monitoring.
Using VoIP telephones	Silent monitoring is not recommended if both of the parties being
	monitored are on an IP device, that is if your Call Center uses both
	IP trunks and agent IP sets, or if the caller is using an IP set. If the
	agent is on an IP set and the caller is on an IP trunk, there is a
	noticeable interruption in audio for approximately 1 second when
	supervisor monitoring starts. This is noticeable to the agent and the
	caller. On systems that do not have IP trunks and IP agents this
	does not occur.
Companion sets	You cannot monitor agents who are logged on to Companion sets.
ISDN sets	You cannot monitor agents who are logged on to ISDN (Integrated
	Services Digital Network) sets.
Maximum number of conference	If the maximum number of simultaneous conference bridges (6) are
bridges	being used, when you try to start a monitoring session your display
	shows “No conf avail”.
Transferred calls	If you are monitoring an agent and they transfer a call, you no longer
	hear the call.

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