3Com NBX 100 Administrator's Manual - page 293
Supervisory Monitoring Usage Notes
293
Restrictions in Monitoring ACD Calls
There are a few cases in which a Supervisor cannot monitor an ACD call,
though the NBX system is processing the call as an ACD call. The
following list some of these cases:
■
ACD calls going through call coverage to voice mail or Auto Attendant
cannot be monitored.
■
Supervisors can only monitor an agent’s ACD calls.
Monitoring does not extend to non-ACD calls, such as another
internal call that the agent might be conducting.
■
Multiple Supervisors cannot monitor the same ACD agent at the same
time.
Supervisory Monitoring is limited to one active supervising session per
agent.
Supervisory
Monitoring Error
Conditions
This section documents the most common Supervisory Monitoring errors
and the results that occur. If appropriate, the table lists corrective
measures that you might take in order to recover from errors.
■
Feature Interaction Errors
■
Validation Errors
■
Supervisory Monitoring Service Errors
■
Device Errors
Table 47 Feature Interaction Errors
Event
Action
A feature is active on the supervisor’s
phone that prevents Supervisory
Monitoring from coming up.
An explanatory error message appears
the phone returns to the Ready state.
The agent or the customer hangs up
while the supervisor has the call on hold.
LCD messages cannot appear while a call
is on hold; the supervisor’s phone
immediately returns to the Ready state.
Supervisory Monitoring fails to come up
because two Supervisory Monitoring
services are already active on the
supervisor’s device.
An explanatory error message appears
and the phone immediately returns to
the Ready state.