90 CHAPTER 7: GETTING MORE FROM Y OUR T ELEPHONE SYSTEMSupervisoryMonitoringSupervisory monitoring is typically used in call centers to allow supervisorsto join a conversation between an agent and a customer to ensure propercustomer support. The supervisor’s presence may or may not beannounced to the agent or customer by a tone. Supervisory monitoringcan be used only with incoming calls to Automatic Call DistributionGroups and Hunt Groups. Other calls to and from the agent’s telephoneare unavailable to the supervisor. The supervisor must provide a passwordto access the agent’s extension during these calls.Your organization may be legally required to add an announcement totell callers that their call may be monitored.Agents — must be logged in as members of an ACD or Hunt Group.Anyone, however, who picks up a call that comes through an ACD orHunt 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.
