Silent Monitor is commonly used to by ACD supervisors to listen to agent calls. It can also be used to monitor non-ACD sets, including ONS, SIP, and external hot desk user sets. The agent and caller do not hear the supervisor; however, the agent's telephone display may indicate that a call is being monitored.
If Silent Monitor is activated for an agent skill group and an agent in the group also appears in other groups, the supervisor hears all calls the agent answers. The supervisor's telephone does not indicate whether the agent has answered a call for another group.
The Silent Monitor feature contained in the 3300 ICP ACD 2000 product may violate provincial, state, or federal statutes including without limitation criminal, or privacy legislation. VAR, and customer are hereby warned to check local laws to ensure that use of this feature does not contravene any such statutes.
Silent monitoring is not supported on MSDN networks.
When monitoring a member of a Personal Ring Group, the monitoring set always displays the identity of PRG pilot rather than that of the actual member being monitored.
If the user flashes to answer another call (or for any other reason) while monitoring another set, the monitoring session terminates.
Class
of Service Options form
To allow Silent Monitoring, enable ACD Silent Monitoring - Allowed
in the supervisor's Class of Service and enable COS option ACD Silent
Monitoring - Accept for the agents or at least one member of the hunt
group.
SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:
To use silent monitor on an individual ACD agent or non-ACD set:
Lift the handset.
Dial the Silent Monitor feature access code followed by agent's ID or the directory number of the non-ACD set.
SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone
To use silent monitor on an individual agent:
Press ACD.
Press Monitor.
Dial the agent's directory number or the directory number of the non-ACD set.
Press Enter.
SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:
To use silent monitor on an agent skill group:
Lift the handset.
Dial the Silent Monitor feature access code followed by the group directory number.
To use silent monitor on the next agent busy on a call:
Press Next.
SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone
To use silent monitor on an agent skill group:
Press ACD.
Press Monitor.
Dial the group directory number.
Press Enter.
To monitor the next agent busy on a call:
Press ? or Next Agent.