3Com 3103 User Guide - Page 87

Monitor, 3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog

Get 3Com 3103 - NBX Manager VoIP Phone PDF manuals and user guides
UPC - 662705508740
View all 3Com 3103 manuals
Add to My Manuals
Save this manual to your list of manuals

Page 87 highlights

Supervisory Monitoring 87 Your organization may be legally required to add an announcement to tell callers that their call may be monitored. Agents - must be logged in as members of an ACD or Hunt Group. Anyone, however, who picks up a call that comes through an ACD or Hunt Group may be monitored like an agent. This includes people who take a transferred call or answer one with call pickup. Supervisors - are people using the supervisory monitoring password to monitor the ACD or Hunt Group. A call could be forwarded through more than one group; the supervisor must provide the password of the most recent group. The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons, not a 3Com Entry Telephone, 3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog telephone. Customers - are people who make an incoming call to an ACD or Hunt Group number. It can be an internal or external caller. Monitor - allows the supervisor to listen to a call. Whisper - allows the monitoring supervisor to speak to the agent without the customer hearing. Barge-In - allows the supervisor to speak to both the agent and the customer. Monitor Monitor (also called Silent Monitor) allows an authorized supervisor to listen to calls that come in to an agent through an ACD or Hunt Group. The administrator configures the NBX system to specify whether a tone audible to the agent plays when the supervisor joins to monitor the call. To monitor an agent's ACD or Hunt Group call using a 3Com Manager's Telephone: 1 Press the Features soft button. 2 Scroll to Supervisory Monitoring. 3 Press Select. 4 Dial the group number and press #. 5 Dial the group supervisory password and press #. 6 Dial the agent's extension number and press #.

  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10
  • 11
  • 12
  • 13
  • 14
  • 15
  • 16
  • 17
  • 18
  • 19
  • 20
  • 21
  • 22
  • 23
  • 24
  • 25
  • 26
  • 27
  • 28
  • 29
  • 30
  • 31
  • 32
  • 33
  • 34
  • 35
  • 36
  • 37
  • 38
  • 39
  • 40
  • 41
  • 42
  • 43
  • 44
  • 45
  • 46
  • 47
  • 48
  • 49
  • 50
  • 51
  • 52
  • 53
  • 54
  • 55
  • 56
  • 57
  • 58
  • 59
  • 60
  • 61
  • 62
  • 63
  • 64
  • 65
  • 66
  • 67
  • 68
  • 69
  • 70
  • 71
  • 72
  • 73
  • 74
  • 75
  • 76
  • 77
  • 78
  • 79
  • 80
  • 81
  • 82
  • 83
  • 84
  • 85
  • 86
  • 87
  • 88
  • 89
  • 90
  • 91
  • 92
  • 93
  • 94
  • 95
  • 96
  • 97
  • 98
  • 99
  • 100
  • 101
  • 102
  • 103
  • 104
  • 105
  • 106
  • 107
  • 108
  • 109
  • 110
  • 111
  • 112
  • 113
  • 114
  • 115
  • 116
  • 117
  • 118
  • 119
  • 120
  • 121
  • 122
  • 123
  • 124
  • 125
  • 126
  • 127
  • 128
  • 129
  • 130
Supervisory Monitoring
87
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agents —
must be logged in as members of an ACD or Hunt Group.
Anyone, however, who picks up a call that comes through an ACD or
Hunt Group may be monitored like an agent. This includes people who
take a transferred call or answer one with call pickup.
Supervisors —
are people using the supervisory monitoring password to
monitor the ACD or Hunt Group. A call could be forwarded through
more than one group; the supervisor must provide the password of the
most recent group. The supervisor must use a 3Com Telephone with a
display panel and appropriate soft buttons, not a 3Com Entry Telephone,
3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog
telephone.
Customers —
are people who make an incoming call to an ACD or Hunt
Group number. It can be an internal or external caller.
Monitor
— allows the supervisor to listen to a call.
Whisper —
allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In
— allows the supervisor to speak to both the agent and the
customer.
Monitor
Monitor (also called
Silent Monitor
) allows an authorized supervisor to
listen to calls that come in to an agent through an ACD or Hunt Group.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
To monitor an agent’s ACD or Hunt Group call using a 3Com Manager’s
Telephone:
1
Press the
Features
soft button.
2
Scroll to
Supervisory Monitoring
.
3
Press
Select
.
4
Dial the group number and press #.
5
Dial the group supervisory password and press
#
.
6
Dial the agent’s extension number and press
#
.