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A few conditions:
Only one supervisor can monitor an agent at a time. If you try to monitor an agent who
is already being monitored you receive busy tone and BUSY appears in your display.
If the agent puts the caller on hold (hard hold or temporary hold) anytime during the
conversation, you are removed from the call and your monitoring session ends.
Note that while you are monitoring an agent, you can’t make or receive calls.
Anyone who calls your telephone while you are monitoring an agent receives
busy tone. The caller can set a callback, but is unable to camp on or override
your monitoring session. If you want to place an outgoing call, you must first
cancel your monitoring session.
To monitor an agent:
1. Enter the ACD Monitor feature code.
2. Enter the agent’s identification number.
If the agent is on an ACD call, you begin monitoring the call. INTRUDING
followed by the agent’s extension number appears in your display (for
example, INTRUDING 1234).
If the agent is waiting for an ACD call, you hear busy tone and the agent’s
extension number followed by the words IS IDLE are shown in your
telephone display (for example, 1234 IS IDLE).
3. Press TRANS/CONF to form a 3-party conference with the agent and
the calling party
-or-
Press CANCEL to end the monitoring session.
NOTE: If you wish to continue monitoring an agent after exiting the conference,
you must set up the monitor again.
If, during a monitoring session, the agent puts the call on hold, transfers
the call, or ends the call, DISCONNECTED appears in your telephone
display and the monitoring session is terminated.