3Com VCX Manual

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

Contents

3Com VCX Manual Manual pdf 70 page image

70 CHAPTER 6: STANDARD FEATURESThe call is directed to your telephone.Call PickupInteraction WithOther FeaturesThis section describes how call pickup interacts with other VCX telephonefeatures. Note the following considerations:■ Call Forwarding — If both the telephone forwarding a call and thetelephone receiving the forwarded call belong to the same call pickupgroup, then any member of the group may answer the call.■ Camp On — A call pickup group member or a directed call pickupuser cannot answer a camp on callback call.■ Conference Calls — A conference call cannot be picked up atanother extension. A conference originator can, however, pick up acall and add it to the conference call.■ Display Panel — When you pick up a call, the telephone DisplayPanel shows a confirmation message, for example,PickUp Marie x3434.■ Hunt Groups — A call pickup group member can also be a memberof a hunt group. Call pickup group members can use either directedcall pickup or group call pick up to answer a call that is ringing atanother group member's telephone.■ Speed Dials — You or your administrator can assign the following toa speed dial button:■ The feature code for directed call pickup (455).■ Only the feature code for directed call pickup (455).Silent Monitor andBarge InThe VCX system supports Silent Monitor and Barge In. These two featuresare typically used in call centers to allow supervisors to listen to (monitor)and optionally join (barge in) a conversation between an agent and acustomer to ensure proper customer support. Unless the supervisorbarges in, neither the agent or the customer are aware that thesupervisor is monitoring the call.To invoke Silent Monitor, the supervisor enters a feature code followed bythe extension to be monitored (see Monitoring a Call). The supervisor, inthis case, is defined as a user who is allowed to invoke the Silent Monitorfeature for that particular extension. Permission to monitor one or moreextensions is configured through the VCX Administrator Interface (seethe VCX Administration Guide). The supervisor must use a telephone witha Display Panel (not a 3Com Model 3100 Entry Telephone). If a supervisor