Mitel 4125 User's Guide download pdf (Page 29)

A few conditions:

Only one supervisor can monitor an agent at a time. If you try to monitor an agent

who is already being monitored you receive busy tone and BUSY appears in your

display.

If the agent puts the caller on hold (hard hold or temporary hold) anytime during

the conversation, you are removed from the call and your monitoring session

ends.

Note that while you are monitoring an agent, you can’t make or receive calls.

Anyone who calls your set while you are monitoring an agent receives busy tone.

The caller can set a callback, but is unable to camp on or override your

monitoring session. If you want to place an outgoing call, you must first cancel

your monitoring session.

To monitor an agent:

1. Enter the ACD Monitor feature code.

2. Enter the agent’s identification number.

If the agent is on an ACD call, you begin monitoring the call. INTRUDING

followed by the agent’s extension number appears in your display (for

example, INTRUDING 1234).

If the agent is waiting for an ACD call, you hear busy tone and the agent’s

extension number followed by the words IS IDLE are shown in your set

display (for example, 1234 IS IDLE).

3. Press TRANS/CONF to form a 3-party conference with the agent and

the calling party

-or-

Press CANCEL to end the monitoring session.

NOTE: If you wish to continue monitoring an agent after exiting the conference,

you must set up the monitor again.

If, during a monitoring session, the agent puts the call on hold, transfers

the call, or ends the call, DISCONNECTED appears in your set display

and the monitoring session is terminated.

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Mitel 4125 User's Guide Page 29