Instruction manual

System Features
INTER-TEL
®
5000 ADMINISTRATOR GUIDE – Issue 2.3, September 2007
Supervisor Barge-In
Page 125
To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code
(321) and dials an extension number. The supervisor is then connected to the call and can hear
both parties, but cannot be heard by either one. If the monitored call is terminated, transferred,
or placed on hold by the hunt group member, the monitor function is terminated.
In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter-
com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom
calls. Conference calls and calls that do not involve hunt group members cannot be monitored.
If the supervisor attempts to monitor an endpoint that is not on an active call that allows moni-
toring, the system sends reorder tones, and the supervisor must enter the feature code again to
try another number. If the supervisor attempts to monitor a non-hunt group or an idle endpoint
in the hunt group, the system sends reorder tones and cancels the Endpoint Call Monitor fea-
ture.
Station monitoring requires conferencing circuits. If resources are not available when a super-
visor attempts to monitor an endpoint, the supervisor’s display will show
NO CNF CIRCUITS
AVAILABLE
, and the monitor will not be allowed. Multiple supervisors can monitor the same
endpoint, providing that a conference circuit is available for each supervisor.
The supervisor endpoint cannot use the Agent Help feature while monitoring a call.
Station Monitoring is not supported on an IP or SIP device engaged in a P2P call. For details,
see “Peer-to-Peer Audio for IP and SIP Endpoints” on page 85.
To monitor a hunt group call (designated supervisor only):
1. To use the speakerphone: While on-hook, enter the Endpoint Call Monitoring feature
code (321). You hear a confirmation tone and the Speaker button lights. The display
shows
ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Endpoint Call Monitoring feature
code (321). You hear a confirmation tone. The display shows
ENTER EXT TO MONI-
TOR
.
2. Dial the extension number, or press the lit station Speed Dial or Mini-DSS button, of
the endpoint to be monitored. You are automatically connected to the call and the dis-
play shows
MONITORING <username>.
3. To monitor another hunt group member's call: Enter the Endpoint Call Monitoring
feature code (321), and dial the extension number or press the Speed Dial button.
To terminate monitor: If off-hook, hang up. If on-hook, press the Speaker button.
Supervisor Barge-In
The following sections describe Barge-In enhancement to the Station Monitor feature and how
to access Barge-In functions.
Station Monitor Enhancements
The Barge-In feature adds new functionality to the Station Monitor feature. When silent moni-
toring a call, the supervisor now has the following options:
• Barge-In: Allows the supervisor to barge-in on a call to help the hunt group member/
agent (default feature code is 386).
• Record: Allows the supervisor to record the call to review it later (feature code 385).
The supervisor may also hang up and continue to record the call until one of the parties
on the call hangs up or puts the call on hold. The record option allows the supervisor to
record several calls at once and have them delivered to his or her mailbox.