User guide

XTS-IP / XTSc-IP Station User Guide December 2005
14 ACD/UCD
ACD Supervisor Monitor with Barge-In
The ACD Supervisor Monitor with Barge-In feature provides a means for
an ACD Supervisor to monitor an agent’s call.
Up to five supervisors per ACD group can simultaneously monitor /
listen in to an agent’s call by pressing a preprogrammed flexible feature
button (feature code 583). The supervisors are able to monitor both
sides of the conversation, but they are not able to talk with either party
while in this mode.
- A warning tone is available to alert parties that someone is
monitoring their call.
Up to five ACD supervisors can simultaneously monitor an
agent’s call as follows:
1. Dial the agent’s station number. Receive a busy signal.
2. Press the preprogrammed Supervisor Monitor flexible button
(feature code 583). The supervisor is able to hear the conversation
of both parties and the supervisor’s LCD displays the following:
3. Replace the handset or press ON/OFF (SPEAKER button on IP
Phone) to terminate Supervisor Monitoring.
Conditions
» Supervisors can only Barge-In on calls of ACD group members of
the group into which they are logged.
Executive Override is a system feature and, therefore, takes
precedence over this feature. For this feature to be used
properly, Executive Override MUST be disabled.
A change in volume may occur on the CO line or intercom
call after the barge-in occurs.
The use of Supervisor Monitor with Barge-In is limited by
federal law and may also be limited or prohibited by state or
local law, so check the relevant laws in your area before
employing these features.
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