Class of Service (CoS) 239Either the agent or the supervisor can put the call on hold whileSupervisory Monitoring is in effect. This means that the supervisor caninitiate two monitoring sessions, with one active session and the other onhold.Class of Service(CoS)Class of Service (CoS) is a set of calling permissions that you assign tousers. Most permissions are subject to the Business Hours parameters:Open, Lunch, and Other. For example, you can create a class that allowstoll calls during normal business hours, but denies them at other times.Additional considerations:■ Emergency calls (such as calls to 911) are not subject to CoSrestrictions.■ System-wide Speed Dial numbers are not subject to Class of Servicerestrictions. For example, if you want to enable calling to a specific tollnumber to all users without regard to their CoS settings, create aSystem Speed Dial for that number.■ When you create a new profile, the system assigns the default CoSunless you specify a different one. If you edit the properties of thedefault CoS, verify that it contains a minimum set of permissions.■ You can enable or disable Offsite Notification at the system level. Thesystem-wide setting takes precedence over the CoS setting.■ A user can override the CoS of a telephone by using feature code 433.For example, a user whose assigned office phone allows calls toexternal numbers needs to place a call to an external number from aconference room phone that has a CoS that does not allow externalcalls. The user enters the feature code into the conference roomphone, and then the system prompts for username and passwordbefore allowing the call. The feature code applies to the next call only.After the user hangs up, the phone reverts to its assigned CoS.■ To set an account code as Forced, you must click the Force Acct Codecheck box for each appropriate Class of Service; the Force Acct Codefunction is in the Add or Modify screen within the CoS function.Verifying account codes is a global configuration setting, whileenforcing account codes is a CoS function. If the CoS setting enforcesthe account code for that type of call, an NBX phone user must enteran account code before the NBX system routes the call.
