iPECS-CM
ACD & CTI Feature Description and Operation Issue 3.5
35
> Numbering Plan Information > Feature Code > “ACD Supervisor ACD
Q Overflow Count Change”
> Numbering Plan Information > Feature Code > “ACD Supervisor
Display Q Wait Count”
Related Features
Overflow Service
Hardware
The ACD Supervisor must be equipped with an iPECS Multi-button phone.
4.5 Supervisor Silent Monitor
Description
Any ACD group member, including members of another group, can monitor the conversation of
other active ACD group members. Once activated, the monitor will continue until the monitored
Agent returns to idle. In that case, audio from the idle Agent is no longer delivered to the
monitoring user and the Monitor goes to the ready state. When the monitored Agent places or
receives a new call, audio is again delivered to the monitoring user.
The monitored Agent has no indication of the silent monitoring.
Operation
iPECS Multi-button phone
To assign a Flex button for {ACD Supervisor Silent Monitor} operation using the Extension User
program:
[PGM] + {FLEX} + Button Feature Type (2) + Feature Code { ACD Supervisor Silent Monitor} +
[SAVE]
To activate Silent Monitor:
1. Press the programmed {ACD Supervisor Silent Monitor} Flex button
2. Enter the number of the Extension to monitor. If the Agent to be monitored is idle,
“MONITOR READY xxxx” displays indicating that monitoring of Extension xxxx is ready. If
the Agent is on an active call, “MONITOR ACTIVE xxxx” is displayed and the Supervisor
receives audio from the Agent and the connected party.
To deactivate Silent Monitor:
1. Press the programmed {ACD Supervisor Silent Monitor} Flex button.
To Next Page
Loading...