88
C
HAPTER
9: S
TANDARD
F
EATURES
You can answer a call that is ringing on another telephone only if you and
that user both are members of the same Call Pickup group. Your
administrator configures call pickup groups and can tell you your group
security code number.
If your telephone is part of a bridged extension, see
Directed Call Pickup
and Bridged Line Calls
for additional information.
To answer a call that is ringing on another user’s telephone:
1
Pick up your handset.
2
Press
Feature
+
455
.
The Display Panel prompts you to enter your group security code.
3
Enter the your group security code.
The Display Panel prompts you to enter the extension of the ringing
phone.
4
Enter the extension number.
Alternatively for steps 2, 3, and 4, you can enter feature code (455),
group security code, and the extension of the ringing phone in the
following format:
*455*<group code>*<extension>
The call is directed to your telephone.
Silent Monitor and
Barge In
The VCX system supports Silent Monitor and Barge In. These two features
are typically used in call centers to allow supervisors to listen to (monitor)
and optionally join (barge in) a conversation between an agent and a
customer to ensure proper customer support. Unless the supervisor
barges in, neither the agent or the customer are aware that the
supervisor is monitoring the call.
To invoke Silent Monitor, the supervisor enters a feature code followed by
the extension to be monitored (see
Monitoring a Call
). The supervisor, in
this case, is defined as a user who is allowed to invoke the Silent Monitor
feature for that particular extension. Permission to monitor one or more
extensions is configured through the VCX Administrator Interface (see
the
VCX Administrator Guide
). If a user attempts to monitor an extension
without permission, the user hears an error tone and the LCD shows
Unauthorized
.