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8 Call Center Supervisor Guide
P0606200 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 How monitoring works with VoIP telephones depends on how Call Center
is set up. Ask your Call Center Administrator about monitoring agents who
use VoIP telephones. If you monitor an agent who uses a VoIP telephone,
a it is possible that noticeable noise can be heard for several seconds
when you begin to monitor a call.
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 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.
Note: If at any time during a monitoring session you press a programmed memory key your
monitoring session ends. Do not press a memory key unless you want to end your monitoring
session.