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System Features
INTER-TEL
®
AXXESS
®
MANUAL VERSION 11.0 – May 2008
UCD Hunt Group Supervisors and Station Monitoring
UCD Hunt Group Supervisors and Station Monitoring
9.32 The Station Monitor feature allows hunt group supervisors to monitor the calls of any-
one in a specified hunt group. It can be useful in training or in evaluating the performance of
hunt group members.
NOTE: Station Monitor and Barge-In features are available for UCD and ACD hunt groups, not
just UCD hunt groups.
9.33 As a courtesy, hunt group members should be notified in advance that their calls may be
monitored. In addition, a programmable option can be enabled that sends a tone to the station
being monitored whenever the hunt group supervisor joins an ongoing call. See page 6-262 in
PROGRAMMING. (Note that call monitoring may be illegal in some locations. It is up to the
end user to ensure that use of this feature is in compliance with local laws.)
9.34 In DB Programming, each hunt group can have one or more stations assigned as the
hunt group supervisor(s). An extension list can be assigned as the supervisor to provide multi-
ple supervisors. The supervisor is usually not a member of the hunt group. If the supervisor is a
member of the hunt group, the Hunt Group Remove/Replace feature can be used at any time
without affecting the Station Monitor ability. If desired, one station can be assigned as the
supervisor for more than one hunt group.
NOTE: The Barge-In/Monitor feature can be used across nodes, as long as all nodes are run-
ning v9.0 or later. Only ACD hunt groups using Agent IDs can set up a supervisor to monitor
across nodes.
ALSO: You can add off-node stations as hunt-group supervisors.
9.35 To monitor a hunt group member’s call, the supervisor enters the Station Monitor fea-
ture code (321) and dials an extension number. The supervisor is then connected to the call and
can hear both parties, but cannot be heard by either one. If the monitored call is terminated,
transferred, or placed on hold by the hunt group member, the monitor function is terminated.
9.36 In the associated hunt group, the supervisor may monitor any active intercom or CO-to-
intercom call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-
intercom calls. Conference calls and calls that do not involve hunt group members cannot be
monitored.
9.37 If the supervisor attempts to monitor a station that is not on an active call that allows
monitoring, the system sends reorder tones, and the supervisor must enter the feature code
again to try another number. If the supervisor attempts to monitor a station that is not in the
hunt group or an idle station in the hunt group, the system sends reorder tones and cancels the
Station Call Monitor feature.
9.38 Station monitoring requires conferencing circuits. If resources are not available when a
supervisor attempts to monitor a station, the supervisor’s display shows NO CNF CIRCUITS
AVAILABLE, and the monitor is not allowed. Multiple supervisors can monitor the same sta-
tion, providing that a conference circuit is available for each supervisor.
9.39 The supervisor station cannot use the Agent Help feature while monitoring a call.
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