Toshiba Digital Business Telephone Solutions manual To monitor an ACD call

FeaturesCall Monitoring

➤ To monitor an ACD call

➤ Press Monitor ACD Call +	Dial tone is heard and a [PDN]
		QUE# 000 SUP GP01
XXXX	LED lights.	ENTER AGT ID
...or [PDN] + #4035 + XXXX.	XXXX = Agent ID code
	You hear a short tone every 15
		QUE# 000 SUP GP01
	seconds.	MONITOR AGT XXXX
	The duration of the call
		QUE# 000 SUP GP01
	(HH:MM:SS) replaces the AGT XXXX	MONITOR HH:MM:SS
	display 15 or 60 seconds into the
	call.
	If the Agent logs out while being
		QUE# 000 SUP GP01
	monitored, your telephone receives	AGT LOG OUT
	a busy tone and the message on the
	right displays on the LCD.
Notes

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If the Agent is not on an ACD call, the one-way, listen-only path is silent. Monitor ACD Call only works when your telephone and a [PDN] are idle.

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

You can continue monitoring the Agent’s ACD calls until you cancel the monitoring or the Agent logs out of the group.

➤To cancel ACD call monitoring

➤Press Spkr

…or hang up.

Call monitoring is also cancelled if you make or answer a telephone call, or the Agent you are monitoring presses ACD Help.

Strata CT ACD Supervisor November 2001 17