90
C
HAPTER
7: G
ETTING
M
ORE
FROM
Y
OUR
T
ELEPHONE
S
YSTEM
Hunt Group may be monitored like an agent. This includes people who
take a transferred call or answer one with call pickup.
Supervisors —
are people using the supervisory monitoring password to
monitor the ACD or Hunt Group. A call could be forwarded through
more than one group; the supervisor must provide the password of the
most recent group. The supervisor must use a 3Com Telephone with a
display panel and appropriate soft buttons, not a 3Com Entry Telephone,
3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog
telephone.
Customers —
are people who make an incoming call to an ACD or Hunt
Group number. It can be an internal or external caller.
Monitor
— allows the supervisor to listen to a call.
Whisper —
allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In
— allows the supervisor to speak to both the agent and the
customer.
Monitor
Monitor (also called
Silent Monitor
) allows an authorized supervisor to
listen to calls that come in to an agent through an ACD or Hunt Group.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
To monitor an agent’s ACD or Hunt Group call:
1
Pick up the handset.
2
Press
Feature
+
425
. Or press the Access Button if one is configured for
Monitor
.
The display panel prompts you for the ACD or Hunt Group extension
number.
3
Enter the ACD or Hunt Group extension number. Press the
OK
soft
button or press
#
.
The display panel prompts you for the supervisory monitoring password
for that ACD or Hunt Group.
4
Enter the password. Press
OK
or
#
.
The display panel prompts for the extension number of the agent.
Summary of Contents for 3101
Page 8: ...8...
Page 18: ...18 CHAPTER 1 GETTING STARTED...
Page 24: ...24 CHAPTER 2 3COM 3101 AND 3101SP BASIC TELEPHONES...
Page 44: ...44 CHAPTER 4 NBX MESSAGING...
Page 62: ...62 CHAPTER 5 STANDARD FEATURES...
Page 78: ...78 CHAPTER 6 PERSONALIZING YOUR TELEPHONE...
Page 110: ...110 CHAPTER 8 FEATURE CODES...
Page 118: ...118 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES...
Page 128: ...128 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE...
