106 CHAPTER 7: G ETTING MORE FROM Y OUR T ELEPHONE SYSTEMexample, 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 6 showsthe path of a call coming in to a calling group.Figure 6 Sample Calling Group ConfigurationGroup Membership To view the list of users that belong to a 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)1 Incoming Telephone Call2 Telephone #13 Telephone #24 Telephone #35 After a specified number of rings with no answer6 Receptionist
