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Strata CT ACD Supervisor November 2001
17
Features Call Monitoring
➤
To monitor an ACD call
Notes
●
If the Agent is not on an ACD call, the one-way, listen-only path is silent.
● Monitor ACD Call
only works when your telephone and a [PDN] are idle.
●
This feature is limited by the availability of conference channels. If there are no conference
channels available, an reorder tone is heard.
You can continue monitoring the Agent’s ACD calls until you cancel the monitoring or the Agent logs
out of the group.
➤
To cancel ACD call monitoring
➤ Press
Spkr
…or hang up.
Call monitoring is also cancelled if you make or answer a telephone call, or the Agent you are
monitoring presses
ACD Help
.
➤ Press
Monitor ACD Call
+
XXXX
Dial tone is heard and a [PDN]
LED lights.
...or [PDN] +
#4035
+
XXXX
. XXXX = Agent ID code
You hear a short tone every 15
seconds.
The duration of the call
(
HH:MM:SS
) replaces the
AGT XXXX
display 15 or 60 seconds into the
call.
If the Agent logs out while being
monitored, your telephone receives
a busy tone and the message on the
right displays on the LCD.
QUE# 000 SUP GP01
ENTER AGT ID
QUE# 000 SUP GP01
MONITOR AGT XXXX
QUE# 000 SUP GP01
MONITOR HH:MM:SS
QUE# 000 SUP GP01
AGT LOG OUT