86 CHAPTER 6: GETTING MORE FROM Y OUR T ELEPHONE SYSTEMCalling Groups One type of hunt group is the Calling Group. Calling groups allow anincoming call to ring simultaneously on all telephones in a group, forexample, a customer service group. To log in to or out of a calling group,follow the steps in “Hunt Groups” earlier in this chapter.Figure 4 shows the path of a call coming in to a calling group.Figure 4 Sample Calling Group ConfigurationGroup Membership To view the list of users that belong to a group:1 In NBX NetSet > User Information > Hunt Groups, select a group.2 Click Details.SupervisoryMonitoringSupervisory 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.1 Incoming Telephone Call2 Telephone #13 Telephone #24 Telephone #35 After a specified number of rings with no answer6 Receptionist6
