ACD Supervisor Features
7
2.
Dial an [
✳
] to scroll up to the next ACD group, or a [#] to
scroll down to the previous ACD group.
Monitor w/Barge-In
This feature allows an ACD supervisor to monitor an agent’s
call in progress in order to provide assistance in training
ACD personnel. A supervisor may intrude onto an agent’s
call in a listen only mode or in a true conference mode. This
feature is available with or without a warning tone.
To monitor call in
listen only mode
:
1.
Dial the three-digit station number of the agent's
station.
2.
Upon hearing a busy tone, press the BARGE-IN Flexible
button (if pre-programmed).
The conversation in progress will be heard by the
supervisor on the handset, and the supervisor’s MUTE
LED will be lit indicating that the supervisor’s transmit
is muted.
To return to an idle display: The station (Supervisor/
Agent) can return to an on-hook condition.
The Executive Override code [625] is used to program this
feature onto a flexible button.
Executive Override is a System feature and therefore
takes precedence over this feature. If Supervisor Monitor
w/Barge-In is to be used properly, Executive Override
MUST be disabled, otherwise the Barge-In is performed
with the MUTE button OFF.
