Iwatsu ENTERPRISE-CS, Руководство пользователя

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ECS ACD USER GUIDE - 244
Sequence Table Number and Change Time, Priority Change Timer and Level,
ACD Group Expansion Timer and Destination, Queue Indication Number of
Calls.
AGENT: Agent Name, Agent ACD Group Number, Agent Answering
Priority, Agent Transfer Priority, ACD Call Automatic Connection - Method
and Time, Wrap-Up Enable - Method and Time, Not Available - Method and
Transition Time, Qualify Enable.
Barge-In
The barge-in feature allows the supervisor to enter an agent's conversation.
Barge-in may be programmed to allow silent entry or provide interrupt tones.
To Barge-In

While monitoring an outside, ICM or ACD call:

Press the [ ADD ] key.

You are now part of the conversation. Both the monitored station and
the caller can hear and speak with you.
To Barge-In While Whisper Monitoring

While whisper monitoring an outside, ICM or ACD call:

Press *.

Press the [ ADD ] key.

You are now part of the conversation. Both the monitored station and
the caller can hear and speak with you.
While Monitoring a Conversation

Press the [ ADD ] key.

The display indicate monitor is active and the group and agent ID.
When Not Monitoring a Conversation

Lift the receiver.

Dial the agent’s extension number.

Wait for the busy signal, then press the [ ADD ] key.

The display indicate monitor is active and the group and agent ID.
Call Monitoring
The call monitoring feature allows the supervisor to silently listen to an agent's
conversation. There are two methods to monitor an agent's conversation. The
Monitor key will monitor an agent based on the extension number they are