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72 CHAPTER 5: STANDARD FEATURES
■ If a customer or agent terminates a monitored call by hanging up, the
supervisor will be disconnected from the session.
■ Supervisors cannot monitor conference calls.
■ The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■ If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
■ The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
■ Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension from a Manager’s Telephone:
1 Pick up the handset.
2 Press the Feature soft button.
3 Scroll to Supervisory Monitoring.
4 Press Select.
5 Enter the extension of the agent you want to monitor and press Select.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
If you want to join a monitored call, see the following section, Barging In
.
Barging In Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, to barge in when