3Com 3C10399A, User Manual

Page: 73 / 100

Call Park 73
Your organization may be legally required to add an announcement to
tell callers that their call may be monitored.
Agents — must be logged in as members of an ACD or Hunt Group.
Anyone, however, who picks up a call that comes through an ACD or
Hunt Group may be monitored like an agent. This includes people who
take a transferred call or answer one with call pickup.
Supervisors — are people using the supervisory monitoring password to
monitor the ACD or Hunt Group. A call could be forwarded through
more than one group; the supervisor must provide the password of the
most recent group. The supervisor must use a 3Com Telephone with a
display panel and appropriate soft buttons, not a 3Com Entry Telephone,
3Com Cordless Telephone, 3Com 2101 Basic Telephone, or an analog
telephone.
Customers — are people who make an incoming call to an ACD or Hunt
Group number. It can be an internal or external caller.
Monitor — allows the supervisor to listen to a call.
Whisper — allows the monitoring supervisor to speak to the agent
without the customer hearing.
Barge-In — allows the supervisor to speak to both the agent and the
customer.
Call Park
Use Call Park to place a call in a “holding pattern” and make it available
for another person to pick up from any telephone on the system. Use the
internal paging feature, the external paging feature, or both, to
announce the call. The recipient can retrieve the call from any 3Com
Telephone or analog telephone by dialing the Call Park extension that you
give during your announcement.
This feature is useful in any of these circumstances:
■
The recipient is elsewhere in the building.
■
You want to continue a call on another telephone, for instance, in a
conference room for privacy, and transferring the call does not give
you enough time to retrieve it.