3Com 3C10401A User Guide - Page 89

Supervisory Monitoring 89 Figure 5 shows the path of a call coming in to a calling group. Figure 5 Sample Calling Group Configuration 6 1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 After a specified number of rings with no answer 6 Receptionist Group Membership To view the list of users that belong to a group: 1 In NBX NetSet > User Information > Hunt Groups, select a group. 2 Click Details. Supervisory Monitoring Supervisory monitoring is typically used in call centers to allow supervisors to join a conversation between an agent and a customer to ensure proper customer support. The supervisor's presence may or may not be announced to the agent or customer by a tone. Supervisory monitoring can be used only with incoming calls to Automatic Call Distribution Groups and Hunt Groups. Other calls to and from the agent's telephone are unavailable to the supervisor. The supervisor must provide a password to access the agent's extension during these calls. 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