3Com 3C10401A User Guide - Page 90

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

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Page 90 highlights

90 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM 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: 1 Pick up the handset. 2 Press Feature + 425. Or press the Access Button if one is configured for Monitor. The display panel prompts you for the ACD or Hunt Group extension number. 3 Enter the ACD or Hunt Group extension number. Press the OK soft button or press #. The display panel prompts you for the supervisory monitoring password for that ACD or Hunt Group. 4 Enter the password. Press OK or #. The display panel prompts for the extension number of the agent.

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90
C
HAPTER
7: G
ETTING
M
ORE
FROM
Y
OUR
T
ELEPHONE
S
YSTEM
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:
1
Pick up the handset.
2
Press
Feature
+
425
. Or press the Access Button if one is configured for
Monitor
.
The display panel prompts you for the ACD or Hunt Group extension
number.
3
Enter the ACD or Hunt Group extension number. Press the
OK
soft
button or press
#
.
The display panel prompts you for the supervisory monitoring password
for that ACD or Hunt Group.
4
Enter the password. Press
OK
or
#
.
The display panel prompts for the extension number of the agent.