Vertical summit - 2.7.12 Supervisors; 2.7.12.1 Agent Call Monitor

Summit & Summit 800
Feature Description and Operation Manual Issue 1.2
37
Programming
Keyset Admin.
STATION GROUPS ACD Group (PGM 191)
Overflow Destination (PGM191-Button 7)
Overflow Timer (PGM 191-Button 8)
Music Source (PGM 191-Button 11)
Alternate Destination (PGM 191-Button 13)
Report No Members (PGM 191-Button 10)
Agent Priority (PGM 191-Button 19)
Web Admin.
STATION GROUP DATA
Station Group Assignment  ACD Group Type
Station Group Attributes Overflow Destination, Overflow
Timer, Music Source, Alternate Destination, Report No
Member, Agent Priority
Related Features
 Automatic Call Distribution
Hardware
2.7.12 Supervisors
2.7.12.1 Agent Call Monitor
Description
Agent Call Monitor permits an active Supervisor to monitor an Agent’s call in progress for training
purposes or to assist the Agent. When used, the Supervisor is connected to the call with the
microphone muted, the [MUTE] button LED is On. If ACD Warning Tone is enabled, a Warning
Tone is provided to the Agent’s call indicating the Supervisor has entered the call. The Supervisor
hears the Agent and connected party and may join the conversation by pressing the [MUTE]
button to activate the microphone.
The Supervisor station must be assigned an {AGENT MONITOR} button to activate the Agent
Call Monitor feature.
Operation
Supervisor iPECS IP & LDP Phone
To assign an {AGENT MONITOR} button
[TRANS/PGM] + {FLEX} + “577” + “Group Number” + [HOLD/SAVE]