Supervisor Monitor / ACD MonitorDescriptionCautionUnauthorized intrusion on calls using this feature may be interpreted as an invasion of privacy.Supervisor Monitor (ACD Monitor) allows an ACD System or Group Supervisor with a uniquelyprogrammed ACD Monitor key to listen in on an ACD Agent's call. The ACD Agent and the outsidecaller are unaware that their call is being monitored. ACD Monitor helps supervisors that want to makespot checks on an ACD Agent's performance. This encourages agents to always provide the highestlevels of courtesy and performance since the supervisor can listen in unobtrusively at any time.ConditionsNoneDefault Setting• An extension automatically sends off hook signals to a busy extension (Program 20-13-06 = 1). Thecaller does not hear busy tone.• No ACD Monitor keys assigned (Program 15-07-01: *15).ProgrammingProgram No. Program Name / Description15-07-01 Programmable Function KeysAssign an ACD Monitor key (code *15) to each supervisor that should be able to monitor an ACDAgent's call.20-02-05 System Options for Multiline Telephones – Headset Busy ModeSet this option to 0 for all ACD Agents with headsets that should be monitored. This makes theheadset extension busy when only one extension appearance is busy. The supervisor can set upACD Monitor only if the agent's phone is busy (i.e., while the supervisor hears busy tone).20-06-01 Class of Service for ExtensionsAssign a Class of Service (1~15) to an extensions.20-13-06 Class of Service Options (Supplementary Service) – Automatic Off-Hook Signaling (Automat-ic Override)Allows a busy extension ability to manually (0) or automatically (1) receive off-hook signals.Related FeaturesSupervisor, ACD GroupSupervisor, ACD SystemISSUE 1.0 SL2100ACD Installation Manual 3-35S
