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NDA-24282 (E) CHAPTER 5
Page 269
Revision 1.0
MONITOR ME - ACD
M-89A MONITOR ME - ACD
GENERAL DESCRIPTION
During an ACD call, an agent can request to be monitored by a specific supervisor. When the agent presses the
ASSIST key or presses the TALLY key and dials 006#, a monitor request is sent to the designated supervisor.
Upon answering, the supervisor is in a silent monitor connection listening to the agent and the calling party.
The number (personal assist request number) associated with the supervisor is programmable for each agent.
The ASSIST key and the personal assist request number can be used for either the MONITOR ME feature or
the ASSISTANCE - ACD AGENT feature. The choice is made for each split. Regardless of which feature the
key and number are dedicated to, if an agent personal assist number and a split assist request number are both
defined, the personal assist request number will always be used. If an agent is in multi-split mode and a personal
assist request number is defined, the quantity of splits which have an assist request number defined is
meaningless; the personal assist request number will be applied. Please refer to Multi-Split Agent - ACD
[M-90A] for more information.
OPERATING PROCEDURE
The following example illustrates how the feature functions.
1. An agent is logged onto a position; the extension is 4281.
2. The agent requests to be monitored by pressing the ASSIST key.
3. While the supervisor’s position is being rung, the agent and the calling party remain connected and can
continue to converse.
4. The ASSIST lamp at the agent’s position is lit, and the display shows the individual supervisor’s name. An
example of the display is MONITOR JAMES.
5. When the destination supervisor is idle, the MON/BARGE lamp at the destination supervisor’s position is
lit and the display provides the extension of the agent who is requesting the monitor activity and the trunk
type and number to which the agent is connected. The display appears when the monitor request is ringing
and when it is answered.
6. The supervisor answers the request and begins monitoring the agent and the calling party.
7. The ASSIST lamp at the agent’s position starts to flash and the display changes to MONITOR ANSWERED.
8. At this point, the supervisor is able to release the call or to barge. The latter option results in a three-way
call involving the supervisor, the agent, and the calling party. To initiate the barge, the supervisor presses
the MON/BARGE key; the ACD system responds with a BARGE? prompt. The supervisor can enter 1# to
affirm the barge, at which point the agent and calling party are sent an intrusion tone. The supervisor can
cancel the monitor activity by either pressing the MON/BARGE key or by entering #.