90 CHAPTER 7: GETTING MORE FROM Y OUR T ELEPHONE SYSTEMHunt Group may be monitored like an agent. This includes people whotake a transferred call or answer one with call pickup.Supervisors — are people using the supervisory monitoring password tomonitor the ACD or Hunt Group. A call could be forwarded throughmore than one group; the supervisor must provide the password of themost recent group. The supervisor must use a 3Com Telephone with adisplay panel and appropriate soft buttons, not a 3Com Entry Telephone,3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analogtelephone.Customers — are people who make an incoming call to an ACD or HuntGroup 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 agentwithout the customer hearing.Barge-In — allows the supervisor to speak to both the agent and thecustomer.Monitor Monitor (also called Silent Monitor) allows an authorized supervisor tolisten to calls that come in to an agent through an ACD or Hunt Group.The administrator configures the NBX system to specify whether a toneaudible 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 forMonitor.The display panel prompts you for the ACD or Hunt Group extensionnumber.3 Enter the ACD or Hunt Group extension number. Press the OK softbutton or press #.The display panel prompts you for the supervisory monitoring passwordfor that ACD or Hunt Group.4 Enter the password. Press OK or #.The display panel prompts for the extension number of the agent.
