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CHAPTER 5 NDA-24282 (E)
Page 270
Revision 1.0
MONITOR ME - ACD
SERVICE CONDITIONS
1. This service requires the three-conference trunk.
2. During the barge (three-way conversation), any of the three parties may release themselves from the call;
the other two parties remain connected.
3. The monitor activity, which is silent, is automatically canceled if the agent transfers to another party.
4. If the connection between the calling party and the agent is terminated prior to the supervisor’s response to
the monitor request, the request is automatically canceled.
5. While the supervisory position handles the ACD call, the LCD display for the service indication for
“MONITOR ME” (see OPERATING PROCEDURE for details of indication) and the chime informs the
supervisory position with the request. On the LCD of agent position, “MONITOR BUSY” is displayed.
6. When the supervisory position is logged off or in BREAK mode, the service indication of “MONITOR
VACANT” or “MONITOR BREAK” is displayed on the agent position’s LCD at each time. However, the
supervisor can not find the service request via its LCD display.
CAUTION:
The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws. Legal
advice should be sought before implementing any practice that monitors a telephone conversation.
Some federal and state laws require the monitoring party to use beep tones, to notify all parties to the
telephone conversation, or to obtain the consent of all parties to the telephone conversation. Some of
these laws incorporate strict penalties.
PROGRAMMING
Step 1: ACDSPL - Assign the ACD line’s number of the supervisory position as the assistance call’s desti-
nation and the service activated with ASSIST key.
ASSIST: ACD line of the supervisory position
ASSIST Key or MONITOR ME
Step 2: AKYD - Apply “ASSIST” key to the function key.
KYN = 7 (as an example)
KYI = 1
FKY = 41 (ASSIST)