Nortel Call Center Telephone, Administration Manual

Page: 153 / 191

Chapter 11 Monitoring call activity 153
Call Center Telephone Administration Guide
Using Silent Monitor with Answer DN
If you have an Answer DN programmed for your main telephone, and you are using Silent
Monitor from your main telephone, the telephone that you have programmed as your Answer DN
telephone rings briefly when:
• you monitor an agent who is not on a call, and the agent answers or places a call
• you start to monitor an agent who is on an active call
• you monitor an agent who puts a call on hold and answers another call or unholds the original
call.
Monitoring tips
• More than one supervisor can log on to the same skillset.
• An agent can be monitored by only one supervisor at a time.
• While you are on a call, do not initiate a monitoring session.
• You must use a two line display telephone.
• Use a headset rather than handsfree when you monitor calls. This ensures call privacy and
reduces the office noise level. Check the documentation for your telephone to make sure that
you can use a headset with it.
Note: You cannot monitor an agent who is:
• on a conference call
• using an Answer DN
• on an ISDN or Companion set
• on any type of call if the maximum number of conference bridges (6) are being used