Toshiba CIX-SG-CCACD-VB manual Call Monitoring/Join Call, To Monitor a call, To cancel Monitoring

Call Features

Call Monitoring/Join Call

Call Monitoring/Join Call

Supervisor Only Feature

Call Monitoring or Join Call enables the Supervisor, to monitor conversations between an ACD Agent and caller. A one-way, listen-only path is established for the Supervisor only. The monitoring feature does not apply to non-ACD calls. The Supervisor may participate in the conversation using the Join Call function. This provides a three-way conference with the Agent and the caller.

Important! This feature is only intended for ACD Supervisors, so the Supervisor log in ID code should be kept confidential to prevent unauthorized use of this and other Supervisor features.

To Monitor a call

Press ACD Call + Monitor Call + yyyy + #. Where

yyyyis the Agent ID.

Whenever the monitored Agent is on an ACD Call, the LED is set to the red I-Use rate and your LCD shows “Monitoring.” The call may be heard over the speaker.

Notes

Enter Agent ID:

Monitoring Agent: <Agent Name>

•If the Agent is not on an ACD call, the one-way, listen-only path still exists.

•This feature is limited by the availability of conference channels. If there are no conference channels available, a reorder tone is heard.

You will continue monitoring the Agent's ACD calls until monitoring is cancelled or the Agent logs out.

To cancel Monitoring

Press Monitor Call.

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