3Com NBX 100 Administrator's Manual - page 234
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HAPTER
4: U
SER
C
ONFIGURATION
calling into the system (for example, a customer) and a person on-site
whose job it is to accept incoming calls. Joining calls in progress can help
ensure proper customer support.
The NBX system does not support Supervisory Monitoring on outgoing
calls.
To use Supervisory Monitoring, the supervisor needs:
■
the route point extension
■
the Supervisory Monitoring password
■
the agent’s phone extension
To set or change the Supervisory Monitoring password, you need first to
provide the system administrator password.
The System Administrator configures Supervisory Monitoring parameters
using the Supervisory Monitoringscreen of the NetSet Utility.
Supervisory Monitoring uses IP Multicast. Since the NBX system has a
global pool of multicast addresses that Supervisory Monitoring and other
features use, it is possible for the NBX system to exhaust its pool of
multicast addresses and thus return an error to a monitoring request.
Supervisory
Monitoring Modes
This section describes the different modes that a supervisor can employ in
order to monitor incoming calls.
As a supervisor, you can employ Supervisory Monitoring in any of the
following modes:
■
Monitor
Allows you to join a call in progress without an alert that is audible by
either the agent or the customer.
Silent-Monitor mode requires a password. To start monitoring a call,
the supervisor must use one of the following:
■
Feature code 425
■
Mapped button
■
LCD Soft Key (not available on all phones) that the administrator
has configured for this purpose.
■
Whisper (also known as Coaching)