72
C
HAPTER
5: S
TANDARD
F
EATURES
■
If a customer or agent terminates a monitored call by hanging up, the
supervisor will be disconnected from the session.
■
Supervisors cannot monitor conference calls.
■
The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■
If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
■
The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
■
Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Monitoring a Call
Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension from a Manager’s Telephone:
1
Pick up the handset.
2
Press the
Feature
soft button.
3
Scroll to Supervisory Monitoring.
4
Press
Select
.
5
Enter the extension of the agent you want to monitor and press
Select
.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
If you want to join a monitored call, see the following section,
Barging In
Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, to barge in when
Summary of Contents for VCX V7000
Page 24: ...24 CHAPTER 2 VCX V7000 MANAGER S TELEPHONE MODEL 3103...
Page 42: ...42 CHAPTER 3 BASIC TELEPHONE OPERATION...
Page 50: ...50 CHAPTER 4 FEATURE CODES...
Page 82: ...82 CHAPTER 5 STANDARD FEATURES...
Page 114: ...114 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE...
Page 118: ......
