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Strata CT ACD Supervisor November 2001
Call Monitoring Features
➤
To end monitoring
➤ Press
Spkr
.
➤
To program the SD button for one-touch Agent Status
➤
To program the SD button for one-touch Queue Status
Call Monitoring
This feature enables you, as 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 Agent PBX or non-ACD calls.
A periodic tone and LCD message can be added to the Agent’s telephone to indicate that you are
monitoring the call. These options are provided by system programming.
Important! This feature is only intended for ACD Supervisors, so the Supervisor log in ID code
should be kept confidential to prevent unauthorised use of this and other Supervisor
features.
➤ Do not lift the handset and press
Redial
+
SD
+
405XX
+
Redial
.
The
SD
button is now programmed to monitor Agent Status
and should be labelled as
Agent Status
.
XX = ACD Group Number (01~16 for large systems and
01~08 for small systems)
➤ Do not lift the handset and press
Redial
+
SD
+
404XX
+
Redial
.
The
SD
button is now programmed to monitor Queue Status
and should be labeled as
Queue Status
.
XX = ACD Group Number (01~16 for large systems and
01~08 for small systems).