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NDA-24282 (E) CHAPTER 5
Page 261
Revision 1.0
MONITORING - ACD SUPERVISOR - ACD
M-28A MONITORING - ACD SUPERVISOR - ACD
GENERAL DESCRIPTION
This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and
the non-ACD line at that position. The agent and calling party are not aware that their call is being monitored.
As the agent concludes one call and begins another, switches from one line to another, or transfers, the
supervisor’s monitor is applied to the current call. If both lines are idle when the monitoring is established, the
supervisor will hear quiet tone until the agent either answers a call on one of the lines or places a call from the
non-ACD line. At that time, the supervisor will be able to hear both parties.
OPERATING PROCEDURE
Monitoring an agent’s position:
1. While in Work mode, Break mode, or Ready mode, the supervisor presses the MON/BARGE key and the
display shows MONITOR NUMBER?.
2. The supervisor enters either the ID code of the agent or a “0” followed by the extension number of the
position the supervisor wishes to monitor and “#”. For example, to monitor the agent whose ID code is
“101” and who is at extension “4301”, the supervisor presses either 101# or 04301#. Either a PBX or ACD
extension can be used.
3. If the ID code or extension number is valid and the agent has a call in progress on either line, the MON/
BARGE lamp will flash and the supervisor will hear a Zip Tone before silently listening in on the agent’s
call.
4. If no ACD call is in progress, the MON/BARGE lamp will be steadily lit and the supervisor will hear
nothing.
5. As calls are handled by the agent, the supervisor will alternate between the two states described previously.
6. If the agent transfers to a third party, the supervisor will hear the conversation between the agent and the
third party. When the agent returns to the original caller, the supervisor will again hear the agent and the
original caller.
7. While monitoring a conversation, the monitor function is terminated either by releasing or by pressing the
MON/BARGE key. The ACD system will respond by displaying the prompt BARGE? (
Note 1
). To barge,
the supervisor enters 1#. To exit from the monitor mode and return to the previous mode, the supervisor
enters # or presses the MON/BARGE key again.
8. While listening the quiet tone, the monitor function is terminated by pressing the MON/BARGE key once.
Note:
To use this feature, the supervisor must be off-hook and must not use the SPEAKER key of a D
term
to monitor
an agent. If the SPEAKER key is used, the SPEAKER lamp on the supervisor’s D
term
is extinguished when
the call is released by either the agent or the ACD calling party. If the supervisor presses the SPEAKER
key before another call is routed to that agent, monitoring will continue. If the agent receives another call
before the supervisor’s SPEAKER key is pressed, the monitor function is terminated.
Note 1:
After supervisor presses 1 # A, three-party conference is established.