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Call Features
Call Monitoring/Join Call
Strata CIX ACD Agent/Supervisor Telephone 05/06 23
Call Monitoring/Join Call
Supervisor Only Feature
Call Monitoring or Join Call enables the Supervisor, to monitor conversations between
an ACD Agent and caller. A one-way, listen-only path is established for the
Supervisor only. The monitoring feature does not apply to non-ACD calls. The
Supervisor may participate in the conversation using the Join Call function. This
provides a three-way conference with the Agent and the caller.
Important! This feature is only intended for ACD Supervisors, so the Supervisor
log in ID code should be kept confidential to prevent unauthorized use
of this and other Supervisor features.
³ To Monitor a call
³ Press ACD Call + Monitor Call + yyyy + #. Where
yyyy is the Agent ID.
Whenever the monitored Agent is on an ACD Call, the
LED is set to the red I-Use rate and your LCD shows
“Monitoring.” The call may be heard over the speaker.
Notes
• If the Agent is not on an ACD call, the one-way, listen-only path still exists.
• This feature is limited by the availability of conference channels. If there are no
conference channels available, a reorder tone is heard.
You will continue monitoring the Agent's ACD calls until monitoring is cancelled
or the Agent logs out.
³ To cancel Monitoring
³ Press Monitor Call.
Enter Agent ID:
Monitoring Agent:
<Agent Name>