3Com NBX 100 Administrator's Manual - page 238
238
C
HAPTER
4: U
SER
C
ONFIGURATION
To use Supervisory Monitoring, the supervisor needs:
■
the Hunt Group 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)
Allows you to join a call in progress in order to speak with the agent
without alerting the customer to your presence. Whisper mode
requires a password.
■
Barge-In
Allows you to join a call in progress in order to speak with both the
agent and the customer. Barge-In mode requires a password.