Silent Monitor

Overview:

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 sets. The agent and caller do not hear the supervisor; however, the agent's telephone display may indicate that a call is being monitored.

• Notes:

• 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.

Monitoring Individual ACD Agents

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, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:

To use silent monitor on an individual ACD agent:

1. Lift the handset.

2. Dial the Silent Monitor feature access code followed by agent's ID or extension number.

SUPERSET 430 Telephones, SUPERSET 4150 Telephones, 5235 IP Phone

To use silent monitor on an individual agent:

1. Press ACD.

2. Press Monitor.

3. Dial the agent's directory number.

4. Press Enter.

Monitoring ACD Groups

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, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:

To use silent monitor on an agent skill group:

1. Lift the handset.

2. 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:

1. Press ACD.

2. Press Monitor.

3. Dial the group directory number.

4. Press Enter.

To monitor the next agent busy on a call:

• Press ? or Next Agent.