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Page 139 Station Monitor Feature for Supervisors
System Features
Inter-Tel
®
Axxess
®
Administrator Guide — Issue 11.0, May 2008
Station Monitor Feature for Supervisors
The Station Monitor feature allows hunt group supervisors to monitor the calls of anyone in a
specified hunt group. It can be useful in training or in evaluating the performance of hunt
group members.
NOTE:
As a courtesy, hunt group members should be notified in advance that their calls may
be monitored. In addition, a programmable option can be enabled that sends a tone to the sta-
tion being monitored whenever the hunt group supervisor joins an ongoing call. (Note that call
monitoring may be illegal in some locations. It is up to the end user to ensure that use of this
feature is in compliance with local laws.)
In Database Programming, each hunt group can have one or more stations assigned as the hunt
group supervisor(s). (An extension list can be assigned as the supervisor to provide multiple
supervisors.) The supervisor is usually not a member of the hunt group. If the supervisor is a
member of the hunt group, the Hunt Group Remove/Replace feature can be used at any time
without affecting the Station Monitor ability. If desired, one station can be assigned as the
supervisor for more than one hunt group.
To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code
(321) and dials an extension number. The supervisor is then connected to the call and can hear
both parties, but cannot be heard by either one. If the monitored call is terminated, transferred,
or placed on hold by the hunt group member, the monitor function is terminated.
In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter-
com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom
calls. Conference calls and calls that do not involve hunt group members cannot be monitored.
If the supervisor attempts to monitor a station that is not on an active call that allows monitor-
ing, the system sends reorder tones, and the supervisor must enter the feature code again to try
another number. If the supervisor attempts to monitor a non-hunt group or an idle station in the
hunt group, the system sends reorder tones and cancels the Station Call Monitor feature.
Station monitoring requires conferencing circuits. If resources are not available when a super-
visor attempts to monitor a station, the supervisor’s display will show NO CNF CIRCUITS
AVAILABLE, and the monitor will not be allowed. Multiple supervisors can monitor the same
station, providing that a conference circuit is available for each supervisor.
The supervisor station cannot use the Agent Help feature while monitoring a call.
NOTE:
Station Monitoring is not supported on an IP or SIP device engaged in a P2P call (see
page 104 ).
To monitor a hunt group call (designated supervisor only):
1.
To use the speakerphone: While on-hook, enter the Station Call Monitoring feature
code (321). You hear a confirmation tone and the Speaker button lights. The display
shows ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Station Call Monitoring feature code
(321). You hear a confirmation tone. The display shows ENTER EXT TO MONITOR.
2.
Dial the extension number (or press the lit station speed-dial or DSS/BLF button) of the
station to be monitored. You are automatically connected to the call and the display
shows MONITORING
(username) .
3. To monitor another hunt group member's call: Enter the Station Call Monitoring
feature code (321), and dial the extension number (or press the speed-dial button).
To terminate monitor: If off-hook, hang up. If on-hook, press the Speaker button.