Silent Monitor
3
-
49
Using Wave Phone Features
Wave Phone User Guide
Silent Monitor
Silent Monitor allows a supervisor to monitor an agent call with either the agent or the caller
knowing that the call is being monitored. The supervisor hears both sides of the call but cannot
speak to either the agent or the caller. This feature requires that the supervisor’s phone have a
(programmed) Silent Monitor key and that the extension to be monitored has Silent Monitoring
enabled.
Warning:
Most states have laws requiring businesses to inform both their employees and their
customers that calls may be monitored.
This feature requires a license key, which will be issued at no charge upon request to your
Vertical Communications reseller.
Using Silent Monitor
(Supervisors Only)
[D]
DIGITAL PHONES
To use Silent Monitor
1.
Press
Silent Monitor
.
2.
Enter the extension to be monitored.
If the extension you enter does not have Silent Monitoring enabled,
Feature Unavail
appears on the phone display.
When a silent monitoring session is in progress, the information on the supervisor’s
phone display is the same as that of extension being monitored, with the added
designation
MON
in the upper right.
If the agent being monitored places a call on hard hold, the monitoring session will be
terminated.
When you are finished monitoring a call:
3.
Hang up to end the session.
