NEC SV8500, Programming Manual

Page: 203 / 410

– 187 –
M-28A MONITORING - ACD SUPERVISOR - ACD
Note:
VS-32 (SIP mode) is not available for Multi-Path Monitor Connection.
2. Three-way conference trunk uses the trunk in the node where agent position is accommodated. If all of the three-
way conference trunks are not idle, the supervisory position cannot start monitoring, and stays ready for mon-
itoring until any of the three-way conference trunks become idle.
3. While monitoring or barging, the supervisor can display the identification of the original ACD call and the
queue depth by pressing the
LOGON
key. Please see “CALLING PARTY IDENTIFICATION [C-70]” for ad-
ditional information.
4. During three-party calls such as transfers and conferences, the supervisor will not be able to barge in, but will
continue monitoring the agent and one of the other two parties. The monitoring will be updated to follow assist
calls.
5. A supervisor can only monitor agents that are currently logged onto the ACD system. If a supervisor barges into
a monitored call, and the agent releases and logs off, the supervisor will return to the previous mode at the com-
pletion of the call.
6. While monitoring an agent’s Non-ACD line, the supervisor cannot barge into the conversation. Barges can only
be done while monitoring ACD lines.
7. While the supervisor is monitoring, if the agent being monitored begins an emergency request, the supervisor
will be released. This allows the supervisor to answer the emergency if necessary.
8. When requesting an agent to monitor, if the agent is not logged on, is on an emergency call, or is being moni-
tored by another supervisor, the supervisor will be prompted again.
9. This feature is restricted to ACD positions. There is no capability to monitor voice connections, conducted by
non-ACD users, among the remaining (non ACD) station equipment connected to the switch. The intent of this
feature is to provide a secure, ACD-only, performance appraisal function.
10. If the agent places a call on hold or performs switch hook flash and is reconnected with the call, the supervisory
position will release from monitoring for a moment. But the system will automatically reconnect the monitor
again.
11. Supervisors must make sure this feature is completed before log-out. While the MON/BARGE key lamp is lit
or flashing, the supervisor cannot log-out.
12. While a supervisor is using this feature, ACD incoming calls are not distributed to the supervisor.
13. Soft Phone can be used as an Agent Position and a Supervisory Position. The following Soft Phones are avail-
able.
- DtermSP20
- DtermSP30
If the monitored DtermSP20 performs the following operations while connecting with PHC trunk or another
DtermSP20, the monitoring is disconnected. The monitoring party needs to monitor again.
- Call Hold
- Call Transfer
- Three-Way Calling