User guide

Silent Monitor 3-52
Using Wave Phone Features
Wave Phone User Guide
Silent Monitor
Silent Monitor allows a supervisor to monitor an agent call without either the agent or the caller
knowing that the call is being monitored. The supervisor hears both sides of the call but cannot
speak to either the agent or the caller. This feature requires that the supervisor’s phone have a
(programmed) Silent Monitor button and that the extension to be monitored has Silent
Monitoring enabled.
WARNING: Most states have laws requiring businesses to inform both their employees and
their customers that calls may be monitored.
This feature requires a license button, which will be issued at no charge upon request to your
Vertical Communications reseller.
Using Silent Monitor (Supervisors Only) [D]
DIGITAL PHONES
To Use Silent Monitor
1. Press Silent Monitor.
2. Enter the extension to be monitored.
If the extension you enter does not have Silent Monitoring enabled,
Feature Unavail
appears on the phone display.
When a silent monitoring session is in progress, the information on the supervisor’s
phone display is the same as that of extension being monitored, with the added
designation
MON in the upper right.
If the agent being monitored places a call on hard hold, the monitoring session will be
terminated.
When you are finished monitoring a call:
3. Hang up to end the session.
Speed Dial
Speed Dials can be programmed to dial directly to another person’s line or extension, or set up
to quickly access features such as Call return (*69), or Voicemail.
Your System Administrator can also program these keys through the configuration files (these
numbers are set up as System Speed Dial).
Release 1.5 SP3
September 2009