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MITEL MIVOICE BUSINESS
from sim
ple monitoring to “Whisper Coach” and converse with the agent without the other party’s
knowledge.
Restrictions to Silent Monitoring
While monitoring, you cannot be interrupted by previously-activated features such as Camp
On or Callback.
During monitoring, you temporarily lose Hard Hold, Soft Hold, and Phonebook features.
A call cannot be transferred to you while you are monitoring.
An Agent who has a call on Soft Hold can be monitored but actual monitoring does not
commence until the agent is in talk state.
As a supervisor you can commence Agent monitoring if you have a call on Hard hold.
However, if you select the held line, the silent monitor terminates.
You cannot monitor calls that are directed to a recorded announcement until the ACD caller
has been answered by an Agent.
If you establish a conference during Silent Monitoring, you will not be placed automatically in
Silent Monitor mode once the conference has ended. You must start over and re-establish
Silent Monitoring following termination of the Conference.
If you are responsible for monitoring more than one Agent Group, you must exit the Silent
Monitor feature for the Group you are presently monitoring and then re-establish it for the
next Group you want to monitor.
Using Silent Monitoring for Individual Agents
Silent Monitoring can be performed on- or off-hook.
To establish this type of Silent Monitor, perform the following tasks
1. Lift the handset and listen for dial tone, if off-hook operation is desired. Otherwise, skip this
step.
2. Press the Monitor Softkey.
3. Enter the Agent Identification (I.D.) Number or Extension number of the Agent you want to
monitor. When you start to enter the number, a arrow appears. Use the Softkey to
change incorrect entries.
If no conversation is taking place, you will hear silence, and the display will show the
Extension number followed by WAITING.
If a conversation is in progress, or begins, you will hear a paging tone prior to the
conversation, and the display will show the Extension number and the Agent’s name.
When the conversation ends you receive paging tone followed by silence until the next
conversation begins. To join the conversation being monitored, refer to ”Conferencing“ later in
this guide.
4. To exit Silent Monitoring, hang up your handset or press
.
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