3Com NBX 100 Administrator's Manual - page 292
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HAPTER
6: A
UTOMATIC
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ALL
D
ISTRIBUTION
In Progress Calls
This section documents some issues to be aware of when monitoring calls
in progress.
■
The call being monitored can be either internal to the NBX system or
an external call.
■
The call being monitored can be a call across a Virtual Tie Line (VTL).
■
Any one of the parties involved in a Supervisory Monitoring
environment (customer, agent, or supervisor) can put the call on hold
and answer another call.
■
The supervisor cannot invoke session-modifying services during a call
being monitored. The supervisor can invoke the following phone
features during a call:
■
Forward voice mail
■
Do Not Disturb
■
Mute
■
Hold
Any other features invoked during a supervisory session produce the
LCD message
Not allowed
.
■
If the customer or the agent invokes a session-modifying service such
as Transfer, Conference, Call Park, or Transfer to Voice Mail, the
supervisor is dropped from the call.
■
Supervisors can use third-party TAPI applications to monitor calls.
■
A supervisor cannot monitor more than two calls at the same time. Of
the two calls, only one can be active at any given time; the other call
must be on hold.
■
A supervisor can be monitored by other supervisors, but the supervisor
cannot be monitored while monitoring another call.
■
Multiple supervisors can monitor different calls by the same agent.
However, a specific call can be monitored by one supervisor only at
any one time.
■
If the supervisor exits Supervisory Monitoring using the Exit menu
option, the call between the customer and the agent is unaffected.
■
The supervisor cannot invoke Supervisory Monitoring if the supervisor
is already on an active call.