Issue 4.0 UNIVERGE SV8100
3 - 106
20-13-06 Class of Service Options (Supplementary Service) – Automatic
Off-Hook Signaling (Automatic Override)
Allows a busy extension ability to manually (0) or automatically (1) receive
off-hook signals.
Related Features
Supervisor, ACD Group
Supervisor, ACD System
Operation
To monitor an ACD Agent's call:
Only ACD Supervisors (Group or System) can use ACD Monitor.
1. Call the busy ACD Agent.
You must hear busy tone.
2. Press your ACD Monitor Key (Program 15-07-01 or SC 752: *15).
Your ACD Monitor Key lights.
You hear the agent's conversation but the agent is not aware that you are monitoring their
call.
Monitoring will continue until you press the ACD Monitor key or the ACD Agent hangs
up. For example, if the agent places a call on Hold but does not hang up, you will hear
Music on Hold.
To stop monitoring an ACD Agent's call:
1. Press the lit ACD Monitor Key (Program 15-07-01 or SC 752: *15).
Monitoring also stops when the ACD Agent hangs up.
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