3Com NBX 100 Administrator's Manual - page 56
56
C
HAPTER
3: F
EATURE
S
ETTINGS
call, as a part of the quality control operations of a site. Typically, you
monitor or audit calls that are routed through ACDs, Hunt Groups, or
TAPI Route Points. However, you can monitor any call.
This section describes these topics:
■
Introduction to Monitoring
■
Domains and Privacy
■
Announcement Tones and Supervisory Modes
Introduction to
Monitoring
Supervisory Monitoring takes place through domains. A domain is a
collection of telephone users who are grouped because they are logically
related in some way. In this case, the telephone users in a domain are
candidates for monitoring. If you enable Supervisory Monitoring in a
domain, each telephone user in that domain can be monitored.
By default, Supervisory Monitoring is disabled. You can enable or disable
Supervisory Monitoring on a system-wide basis. Click System-Wide
Settings > Enable Features System-Wide and then enable the Supervisory
Monitoring check box.
There might be situations in which a telephone user’s calls need not be
monitored. In this case, the Privacy List domain is a special domain that
contains telephone users whose calls cannot be monitored.
A monitoring session, in which an agent’s call is actively monitored,
includes:
■
The supervisor, or monitoring party, who is any telephone user in the
system who knows the Supervisory Monitoring domain password and
thus can monitor the members of the domain associated with that
password.
■
The agent, who is any telephone user who is part of a supervisory
monitoring domain and who a supervisor in that domain can monitor,
unless that telephone user is in the Privacy List domain.
The actual audio state, or mode, of the session might be one of the
following: