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Supervisory Monitoring 103
■ The types of calls that can be monitored (Incoming Group (ACD, HG,
or RP) Only calls or All calls)
■ The calling groups (ACD, HG, or RP) that can be monitored
■ The agents (users) who can be monitored
■ Announcement tones for Monitor, Whisper, and Barge-In modes
A special system domain called the Privacy List specifies users who
cannot be monitored. In addition, any users who have the Call Privacy
privilege enabled for their Class of Service (CoS) group can prevent
individual calls from being monitored. For more information on privacy,
see
“Call Privacy” later in this chapter.
Agents — must be defined as members of a supervisory monitoring
domain. This includes people who take a transferred call or answer one
with call pickup.
Supervisors — are people using the domain password to monitor the
agent’s call. The supervisor must provide the password of the supervisory
monitoring domain that has the agent (user) listed. The supervisor must
use a 3Com Telephone with a display panel and appropriate soft buttons;
not a 3Com Entry Telephone, 3Com Cordless Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an agent
(supervisory monitoring domain member). A customer 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 are received or initiated by an agent who does not have
privacy enabled and is a member of the supervisor’s monitoring domain.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.