3Com NBX Manual - page 107
Supervisory Monitoring
107
■
When an agent receives a call from a customer on their Direct Inward
Dial (DID)
■
3-party Conference calls (The monitoring party counts as one of the
parties in an NBX conference, which supports up to four parties
depending on the NBX system configuration.)
The supervisor must provide a password to access the agent’s extension
during these calls.
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agent Role for 3Com
Cordless Telephones
The 3Com Cordless telephone can operate only as an endpoint device for
Supervisory Monitoring. This means that although a supervisor may be
able to monitor agents who are using a 3Com Cordless telephone, a
supervisor cannot use a 3Com Cordless telephone to monitor agents.
Supervisory
Monitoring
Terminology
The following definitions help to explain how Supervisory Monitoring
works in the NBX system:
Supervisory Monitoring Domains — are created by the NBX System
Administrator and specify the following information:
■
The supervisory monitoring domain’s unique name and password
■
The types of calls that can be monitored (Incoming Group (ACD, HG,
or RP) Only calls or All calls)
■
The calling groups (ACD, HG, or RP) that can be monitored
■
The agents (users) who can be monitored
■
Announcement tones for Monitor, Whisper, and Barge-In modes
A special system domain called the Privacy List specifies users, including
3Com Cordless telephone users, who cannot be monitored. In addition,
any users who have the Call Privacy privilege enabled for their Class of
Service (CoS) group can prevent individual calls from being monitored.
For more information on privacy, see
“Call Privacy”
later in this chapter.
Agents —must be defined as members of a supervisory monitoring
domain. This includes people who take a transferred call or answer one
with call pickup.