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184 Chapter 14 Monitoring Call Center call activity
P0605665 03
About monitoring sessions
Receiving a call on your telephone If you are monitoring an agent and you get a call on your telephone,
the monitoring session ends if you answer the call. When you end
your call, you can press
OBSV to reenter the monitoring session with
the agent.
Making a call while monitoring If you make a call while you are monitoring an agent, the monitoring
session ends and you must begin monitoring using
≤·‚fi
to reestablish a monitoring session.
Ending a session by logging off The session ends if you or the agent are forced to log off or if the
agent logs off voluntarily.
If the agent is on a call at the time of log off, but you are still logged
on and monitoring, the session continues until the call is
disconnected or you press
CANCL.
Conference calls If the agent puts the a call that you are monitoring into a conference
call, you do not hear the call for the duration of the conference call.
When the agent goes out of conference, you are automatically
monitoring the agent again.
NOTE: If you want to monitor agents all the time, ask agents not to
participate in conference calls.
On hold calls If the agent puts a call that you are monitoring on hold, you do not
hear the call while it is on hold. When the agent resumes the call,
you are automatically monitoring the agent again.
If an agent puts one call on hold and answers another call, you can
monitor only the currently active call. When the agent switches back
to the first call, this becomes the active call that you are monitoring.
Using VoIP telephones
Silent monitoring is not recommended if both of the parties being
monitored are on an IP device, that is if your Call Center uses both
IP trunks and agent IP sets, or if the caller is using an IP set. If the
agent is on an IP set and the caller is on an IP trunk, there is a
noticeable interruption in audio for approximately 1 second when
supervisor monitoring starts. This is noticeable to the agent and the
caller. On systems that do not have IP trunks and IP agents this
does not occur.
Companion sets You cannot monitor agents who are logged on to Companion sets.
ISDN sets You cannot monitor agents who are logged on to ISDN (Integrated
Services Digital Network) sets.
Maximum number of conference
bridges
If the maximum number of simultaneous conference bridges (6) are
being used, when you try to start a monitoring session your display
shows “No conf avail”.
Transferred calls
If you are monitoring an agent and they transfer a call, you no longer
hear the call.