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ACD AGENT/SUPERVISOR GUIDE FOR THE
MIVOICE 5224/5324 IP PHONES
Using Silent Monitoring for Agent Groups
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 on-hook operation is desired. Otherwise, skip this
step.
2. Press the Monitor Softkey.
3. Enter the Agent Group Number you want to monitor. If no conversations are taking place in
the Group, you will hear silence and the display will show the Group number, followed by
WAITING.
If a conversation is in progress or begins, you will hear Paging tone prior to the conversation,
and the display will show the Group number and the name of the Agent.
When the conversation ends you will receive Paging tone followed by silence until the next
conversation begins. To join the conversation being monitored, refer to ”Conferencing“ later in
this guide.
You may monitor a different Agent in the Group by pressing the Softkey. There is a brief
period of silence between the removal of the first monitor and the creation of the second.
When the Softkey is pressed, and there are no other conversations in the Group, you are
returned to the original conversation.
4. To exit Silent Agent Group Monitoring, hang up your telephone or press
.
Conferencing (ACD Barge)
This feature allows you to join into a conversation that is being monitored. You, the Agent, and
the ACD caller are joined in conversation. All parties hear the Conference tone when you start the
Conference.
To start a Conference
1. Establish a Silent Agent or Group Monitor as explained in "Silent Agent and Group
Monitoring".
2. Press the
key to join the conversation. Silent Monitoring ends when the Conference
begins.
3. To exit the Conference, hang up your telephone or press
. Following termination of a
Conference you must start over and re-establish Silent Monitoring as described in "Silent
Agent and Group Monitoring".
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