3Com VCX Manual

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

Contents

3Com VCX Manual Manual pdf 72 page image

72 CHAPTER 6: STANDARD FEATURES■ The supervisor can monitor a Hunt Group call by selecting themember's extension, not the Hunt Group's extension.■ Bridge line connected calls can be monitored by selecting theextension of the connected party (primary or secondary, depending onwho is connected).Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to anagent’s extension. The supervisor must be granted explicit permission bythe VCX administrator to monitor one or more extensions. If you havebeen granted monitoring privileges, your administrator will give you a listof the extensions you can monitor.To monitor a call on an agent’s extension by entering a feature code:1 Pick up the handset.2 Press Feature + 425.3 Enter the extension of the agent you want to monitor and press #.Alternatively you can combine steps 2 and 3 by using the following singlecommand after picking up the handset:*425*For , you can either enter the telephone extension of theagent, press a speed dial button mapped to that extension, or press abridge line button (Basic phones do not support bridging) mapped to thatextension.To terminate participation in a monitored call, hang up. This has no effecton agent-customer communication (the agent-customer session remainsactive).If you want to join a monitored call, see the following section, Barging In.Barging In Barge In allows a supervisor to speak to the agent and customer during amonitored call. While you are silently monitoring a call, your telephoneshows Barge In in the lower right corner of the Display Panel. If youbarge in to the call, the display changes to SilentM.You can use Soft button 3 (the button just below Barge In or SilentM totoggle between silent monitor mode and barge in mode.