3Com NBX 100 Administrator's Manual - page 286
286
C
HAPTER
6: A
UTOMATIC
C
ALL
D
ISTRIBUTION
Using Supervisory
Monitoring
To use Supervisory Monitoring, you must be a supervisor who has ACD,
hunt group, or route point password access, you must have access to
agents’ phone extensions, and you must use a phone that has an LCD
and Soft Keys. Also, you must have previously configured the basic
parameters for Supervisory Monitoring. (For configuration information,
see NBX NetSet Administrator Online Help.)
The Call Timer feature on the LCD display of the telephone does not work
with Supervisory Monitoring.
This section includes information about the following topics:
■
Supervisory Monitoring Announcement Tones
■
Using Silent-Monitor Mode
■
Entering Whisper Mode From Silent-Monitor Mode
■
Entering Barge-In Mode From Silent-Monitor Mode
■
Changing Agents and Changing Modes While Monitoring
Supervisory
Monitoring
Announcement Tones
Before you start using Supervisory Monitoring, you should be familiar
with the announcement tone scheme. The NBX system uses the
announcement tones to indicate the status of Supervisory Monitoring to
call participants.
■
When the supervisor invokes either Monitor or Whisper mode, the
agent may hear a tone, depending upon how the system
administrator has configured the ACD group or hunt group to which
that agent belongs.
■
When the supervisor invokes Barge-In, the agent and the external
party may hear a tone, depending upon how the system administrator
has configured the ACD group or hunt group to which that agent
belongs.
■
When the supervisor invokes Monitor, a tone plays when the NBX
system prompts the Supervisor to enter the ACD member's extension.
This tone cannot be disabled.
■
Each of the three modes (Monitor, Whisper, and Barge-In) has a
unique announcement tone.
■
The tone accompanying the prompt for the agent's extension has the
same pitch as the announcement tone.