3Com VCX Manual

Also see for VCX: Quick reference guide Guide Guide Installation and configuration guide

Contents

3Com VCX Manual Manual pdf 56 page image

To invoke Silent Monitor, the supervisor enters a feature code followed by the extensionto be monitored (see Monitoring a Call). The supervisor, in this case, is defined as auser who is allowed to invoke the Silent Monitor feature for that particular extension.Permission to monitor one or more extensions is configured through the VCXAdministrator Interface (see the VCX Administration Guide). The supervisor must use atelephone with a Display Panel. If a supervisor attempts to monitor an extension withoutpermission, the supervisor hears an error tone and the LCD shows Unauthorized. Thesupervisor and the monitored agent can be located at different sites.If a supervisor attempts to monitor an agent’s extension, the supervisor telephone LCDwill display the error message no calls to supervise if:z The agent is not logged in.z The agent is not on a call.z The agent is currently monitored by another supervisor.While in Silent Monitor mode, the supervisor can join the conversation by entering thefeature code for Barge In. After barging in, the supervisor can return to Silent Monitormode by reentering the Silent Monitor feature code. See Barging In.A user can ensure a private call by blocking Silent Monitor and Barge In. To make aprivate call, the user enters a feature code before dialing the call.Note the following Silent Monitor and Barge In feature conditions and restrictions:z Multiple supervisors cannot monitor the same extension at the same time.z If an agent parks a monitored call, initiates a conference, or transfers the call, thesupervisor will be disconnected from the session.z If a supervisor attempts to park, conference, or transfer a monitored call, the actionwill be ignored and the Display Panel shows Not supported operation.z If a customer or agent terminates a monitored call by hanging up, the supervisor willbe disconnected from the session.z Supervisors cannot monitor conference calls.z The agent, the customer, and the supervisor can place a monitored call on hold.The results depend on who places the call on hold and whether or not Music On Hold(MOH) is enabled.z If the VCX call processor fails during an established silent monitoring or barge insession, the audio is not affected. However, none of the parties in the call can invokemid-call features.z The supervisor can monitor a Hunt Group call by selecting the member's extension,not the Hunt Group's extension.z Bridge line connected calls can be monitored by selecting the extension of theconnected party (primary or secondary, depending on who is connected).Monitoring a CallSilent Monitor allows a supervisor to listen to calls that come in to an agent’s extension.The supervisor must be granted explicit permission by the VCX administrator to monitorone or more extensions. If you have been granted monitoring privileges, youradministrator will give you a list of the extensions you can monitor.To monitor a call on an agent’s extension by entering a feature code:1) Pick up the handset.