Panasonic ICX 매뉴얼
Built-In ACD Supervisor Guide
Section 521
ICX-40-521 (ACD 4.0)
ICX (International) issued December 1999
17
Silent Monitor
Version 3.0 and higher
The Silent Monitor feature allows an ACD supervisor to monitor a call
between an ACD agent and a caller without the knowledge of either party.
(See CAUTION, above.) If necessary, the ACD supervisor can initiate a
three-way call by barging into the call.
between an ACD agent and a caller without the knowledge of either party.
(See CAUTION, above.) If necessary, the ACD supervisor can initiate a
three-way call by barging into the call.
Operation
To initiate Silent Monitor:
Notes:
• The Silent Monitor key is disabled when the extension assigned to
that key is idle, dialing or ringing.
• If the Supervisor retrieves a call while monitoring a extension, he or
she can suspend the monitoring by pressing the ON/OFF key.
• Press the CONF key during the monitoring to initiate a three-way
call.
Table 3-2. Initiating Silent Monitor
Action
Result
Press ON/OFF + 768 + Extension number you want to monitor
OR...
OR...
The Silent Monitor feature is
active, and the extension is being
monitored. (The Silent Monitor
key flashes green when Silent Mon-
itor is active.)
active, and the extension is being
monitored. (The Silent Monitor
key flashes green when Silent Mon-
itor is active.)
Press the FF key assigned as a Silent Monitor Key + Extension
number you want to monitor*
OR...
number you want to monitor*
OR...
Press only the Silent Monitor Key if the FF key has been prepro-
grammed to monitor a specific extension number. You do not
need to enter the extension number.
grammed to monitor a specific extension number. You do not
need to enter the extension number.
CAUTION: When using the ACD “Silent Monitor” feature in some
states it is illegal (or civilly actionable) to monitor telephone communi-
cations without giving prior warning to all participants. These laws do
not make the Silent Monitor feature on the telephone system illegal. Be-
fore activating this feature, please check applicable state and federal
laws.
states it is illegal (or civilly actionable) to monitor telephone communi-
cations without giving prior warning to all participants. These laws do
not make the Silent Monitor feature on the telephone system illegal. Be-
fore activating this feature, please check applicable state and federal
laws.