Supervisory Monitoring 107■ 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 partiesdepending on the NBX system configuration.)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 3ComCordless TelephonesThe 3Com Cordless telephone can operate only as an endpoint device forSupervisory Monitoring. This means that although a supervisor may beable to monitor agents who are using a 3Com Cordless telephone, asupervisor cannot use a 3Com Cordless telephone to monitor agents.SupervisoryMonitoringTerminologyThe following definitions help to explain how Supervisory Monitoringworks in the NBX system:Supervisory Monitoring Domains — are created by the NBX SystemAdministrator and specify the following information:■ The supervisory monitoring domain’s unique name and password■ The types of calls that can be monitored (Incoming Group (ACD, HG,or RP) Only calls or All calls)■ The calling groups (ACD, HG, or RP) that can be monitored■ The agents (users) who can be monitored■ Announcement tones for Monitor, Whisper, and Barge-In modesA special system domain called the Privacy List specifies users, including3Com Cordless telephone users, who cannot be monitored. In addition,any users who have the Call Privacy privilege enabled for their Class ofService (CoS) group can prevent individual calls from being monitored.For more information on privacy, see “Call Privacy” later in this chapter.Agents — must be defined as members of a supervisory monitoringdomain. This includes people who take a transferred call or answer onewith call pickup.
