Mitel ACD 2000 User Manual download pdf (Page 32)

Silent Agent and Group Monitoring

Silent monitoring allows you to listen to conversations between Agents and ACD

callers, or between Agents and ACD callers in conference with a third party, in

one or more Agent Groups.

Benefits of Silent Monitoring

Silent monitoring can be done either with or without an Agent’s knowledge,

depending on how the ACD system Class of Service was programmed. If Agent

notification has been programmed, the Agent you are monitoring will receive a

Conference tone at the start of the monitoring period. Agents can only be

monitored by one Supervisor at a time. When you are monitoring an Agent,

neither the Agent or the ACD caller can hear you. During Agent monitoring, you

can join into the conversation by initiating a ”Conference“ as described later in

this guide.

Restrictions to Silent Monitoring

• While monitoring, you cannot be interrupted by previously-activated

features such as Camp On or Callback.

• During monitoring, you temporarily lose Auto Hold, Soft Hold,

Phonebook features, and the Call Prompt on your set.

• A call cannot be transferred to you while you are monitoring

• An Agent who has a call on Soft Hold cannot be monitored.

• You cannot commence Agent monitoring if you have a call on hold.

• You cannot monitor calls that are directed to a recorded

announcement, until the ACD caller has been answered by an Agent.

• If you establish a conference during Silent Monitoring, you will not be

placed automatically in Silent Monitor mode once the conference has

ended. You must start over and re-establish Silent Monitoring

following termination of the Conference.

• If you are responsible for monitoring more than one Agent Group, you

must exit the Silent Monitor feature for the Group you are presently

monitoring and then re-establish it for the next Group you want to

monitor.

• You cannot monitor a set that is already being monitored.

• You cannot monitor an agent ID if it is not logged in anywhere.

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Mitel ACD 2000 User Manual Page 32