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To invoke Silent Monitor, the supervisor enters a feature code followed by the extension
to be monitored (see Monitoring a Call). The supervisor, in this case, is defined as a
user who is allowed to invoke the Silent Monitor feature for that particular extension.
Permission to monitor one or more extensions is configured through the VCX
Administrator Interface (see the VCX Administration Guide). The supervisor must use a
telephone with a Display Panel (not a 3Com Model 3100 Entry Telephone). If a
supervisor attempts to monitor an extension without permission, the supervisor hears
an error tone and the LCD shows Unauthorized. The supervisor and the monitored
agent can be located at different sites.
If a supervisor attempts to monitor an agent’s extension, the supervisor telephone LCD
will display the error message no calls to supervise if:
The agent is not logged in.
The agent is not on a call.
The agent is currently monitored by another supervisor.
While in Silent Monitor mode, the supervisor can join the conversation by entering the
feature code for Barge In. After barging in, the supervisor can return to Silent Monitor
mode by reentering the Silent Monitor feature code. See
Barging In
.
A user can ensure a private call by blocking Silent Monitor and Barge In. To make a
private call, the user enters a feature code before dialing the call.
Note the following Silent Monitor and Barge In feature conditions and restrictions:
Multiple supervisors cannot monitor the same extension at the same time.
If an agent parks a monitored call, initiates a conference, or transfers the call, the
supervisor will be disconnected from the session.
If a supervisor attempts to park, conference, or transfer a monitored call, the action
will be ignored and the Display Panel shows
Not supported operation
.
If a customer or agent terminates a monitored call by hanging up, the supervisor will
be disconnected from the session.
Supervisors cannot monitor conference calls.
The agent, the customer, and the supervisor can place a monitored call on hold. The
results depend on who places the call on hold and whether or not Music On Hold (MOH)
is enabled.
If the VCX call processor fails during an established silent monitoring or barge in
session, the audio is not affected. However, none of the parties in the call can invoke
mid-call features.
The supervisor can monitor a Hunt Group call by selecting the member's extension,
not the Hunt Group's extension.
Bridge line connected calls can be monitored by selecting the extension of the
connected party (primary or secondary, depending on who is connected).
Monitoring a Call
Silent Monitor allows a supervisor to listen to calls that come in to an agent’s extension.
The supervisor must be granted explicit permission by the VCX administrator to monitor
one or more extensions. If you have been granted monitoring privileges, your
administrator will give you a list of the extensions you can monitor.
To monitor a call on an agent’s extension from a 3500 IP phone:
