12 ACD/UCD
Up to five ACD supervisors can simultaneously monitor an
agent’s call as follows:
1. Dial the agent’s station number. Receive a busy signal.
2. Press the preprogrammed Supervisor Monitor flexible button
(feature code 583). The supervisor is able to hear the conversation
of both parties and the Supervisor’s LCD displays the following:
3. Replace the handset or press ON/OFF (SPEAKER button on IP
Phone) to terminate Supervisor Monitoring.
Conditions
» Supervisors can only Barge-In on calls of ACD group
members of the group into which they are logged.
Supervisor One-Touch Record
Description
This feature allows a supervisor, who monitors/barges-into an ACD call,
to record the conversation into their voice mailbox (XTS systems only).
Operation
While monitoring an ACD call, press the preprogrammed One-
Touch Record button (feature code 649).
To stop or to pause recording and to resume recording after a
pause, press the
preprogrammed Pause/Resume button
(feature code 655).
When the call concludes, the recording ceases.
MONITORING XXXX
MMM DD YY HH:MM: am
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