Supervisory Monitoring 99Group Membership To view the list of users that belong to a calling group:1 Go to Group Membership > Hunt Groups.2 Click the group to display the list of users that belong to that group.SupervisoryMonitoringSupervisory monitoring is a feature that is typically used in call centers toallow supervisors to join a conversation between an agent and acustomer to ensure proper customer support. The supervisor’s presencemay or may not be announced to the agent or customer by a tone.Supervisory monitoring enables monitoring of incoming calls toAutomatic Call Distribution Groups and Hunt Groups. Other calls to andfrom the agent’s telephone are also available for monitoring, including:■ When an agent calls a customer back (outbound call)■ When an agent receives a call from a customer on their Direct InwardDial (DID)■ 3-party Conference calls (The monitoring party counts as one of theparties in an NBX conference, which supports up to four parties.)The supervisor must provide a password to access the agent’s extensionduring these calls.Your organization may be legally required to add an announcement totell callers that their call may be monitored.Agent Role for 3ComEntry and AnalogTelephones3Com telephones that do not have a display panel and appropriate softbuttons such as, the 3Com Entry Telephone or an analog telephone, canoperate only as endpoint devices for Supervisory Monitoring. This meansthat although a supervisor may be able to monitor agents who are usinga 3Com Entry telephone or an analog telephone, a supervisor cannot useeither or these telephones to monitor agents.4 Telephone #35 After a specified number of rings with no answer6 Receptionist
