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86 CHAPTER 6: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Calling Groups One type of hunt group is the Calling Group. Calling groups allow an
incoming call to ring simultaneously on all telephones in a group, for
example, a customer service group. To log in to or out of a calling group,
follow the steps in “Hunt Groups”
earlier in this chapter.
Figure 4 shows the path of a call coming in to a calling group.
Figure 4 Sample Calling Group Configuration
Group Membership To view the list of users that belong to a group:
1 In NBX NetSet > User Information > Hunt Groups, select a group.
2 Click Details.
Supervisory
Monitoring
Supervisory monitoring is typically used in call centers to allow supervisors
to join a conversation between an agent and a customer to ensure proper
customer support. The supervisor’s presence may or may not be
announced to the agent or customer by a tone. Supervisory monitoring
can be used only with incoming calls to Automatic Call Distribution
Groups and Hunt Groups. Other calls to and from the agent’s telephone
are unavailable to the supervisor. The supervisor must provide a password
to access the agent’s extension during these calls.
1 Incoming Telephone Call
2 Telephone #1
3 Telephone #2
4 Telephone #3
5 After a specified number of rings with no answer
6 Receptionist
6