To monitor a hunt group member’s call, the supervisor enters the Station Monitor feature code (321) and dials an extension number. The supervisor is then connected to the call and can hear both parties, but cannot be heard by either one. If the monitored call is terminated, transferred, or placed on hold by the hunt group member, the monitor function is terminated.
In the associated hunt group, the supervisor may monitor any active intercom or CO-to-inter- com call (both hunting and non-hunting), including incoming, outgoing, and DISA-to-intercom calls. Conference calls and calls that do not involve hunt group members cannot be monitored. If the supervisor attempts to monitor an endpoint that is not on an active call that allows moni- toring, the system sends reorder tones, and the supervisor must enter the feature code again to try another number. If the supervisor attempts to monitor a non-hunt group or an idle endpoint in the hunt group, the system sends reorder tones and cancels the Endpoint Call Monitor fea- ture.
Station monitoring requires conferencing circuits. If resources are not available when a super- visor attempts to monitor an endpoint, the supervisor’s display will show NO CNF CIRCUITS AVAILABLE, and the monitor will not be allowed. Multiple supervisors can monitor the same endpoint, providing that a conference circuit is available for each supervisor.
The supervisor endpoint cannot use the Agent Help feature while monitoring a call.
Station Monitoring is not supported on an IP or SIP device engaged in a P2P call. For details, see “Peer-to-Peer Audio for IP and SIP Endpoints” on page 85.
To monitor a hunt group call (designated supervisor only):
1. To use the speakerphone: While on-hook, enter the Endpoint Call Monitoring feature code (321). You hear a confirmation tone and the Speaker button lights. The display shows ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Endpoint Call Monitoring feature code (321). You hear a confirmation tone. The display shows ENTER EXT TO MONI- TOR.
2. Dial the extension number, or press the lit station Speed Dial or Mini-DSS button, of the endpoint to be monitored. You are automatically connected to the call and the dis- play shows MONITORING <username>.
3. To monitor another hunt group member's call: Enter the Endpoint Call Monitoring feature code (321), and dial the extension number or press the Speed Dial button. To terminate monitor: If off-hook, hang up. If on-hook, press the Speaker button.
Supervisor Barge-In
The following sections describe Barge-In enhancement to the Station Monitor feature and how to access Barge-In functions.
Station Monitor Enhancements
The Barge-In feature adds new functionality to the Station Monitor feature. When silent moni- toring a call, the supervisor now has the following options:
• Barge-In: Allows the supervisor to barge-in on a call to help the hunt group member/ agent (default feature code is 386).
• Record: Allows the supervisor to record the call to review it later (feature code 385). The supervisor may also hang up and continue to record the call until one of the parties on the call hangs up or puts the call on hold. The record option allows the supervisor to record several calls at once and have them delivered to his or her mailbox.
Page 126 Accessing the Barge-In Features
• Steal: Allows the supervisor to steal (take away) the call from the hunt group member/ agent (default feature code is 387).
• Join and Record: (For 6-line display endpoints only.) Allows the supervisor to join and record the call simultaneously. This feature is useful if the supervisor wants to review the call later.
Supervisors must be monitoring a call before they can access any of the Barge-In features (barge-in, steal, record, or join and record). Like the Station Monitor feature, Barge-In requires conferencing circuits. If resources are not available when a supervisor attempts one of these features, the system sends reorder tones and the supervisor sees NO CNF CIRCUITS AVAIL- ABLE on the display.
A silent monitor call is rejected if:
• A hunt group member or agent is on a conference call.
• The hunt group member or agent is on a peer-to-peer (P2P) call. • A hunt group member or agent is getting agent help.
• Another supervisor has already joined the call.
When the above situations occur, the supervisor will see SILENT MONITOR REJECTED on the display.
The Barge-In/Silent-Monitor feature can be used across all Inter-Tel 5000 and Axxess network nodes, as long as all Axxess nodes are running at least v9.0. The system administrator can also add off-node Endpoints as hunt-group supervisors.
Accessing the Barge-In Features
A supervisor may silent monitor a hunt-group member/agent if that supervisor is designated as a supervisor of the group to which the member/agent is logged in.
Three fields are associated with the Barge-In feature in DB Studio. These programmable fields control the Barge-In notification tone and display.
To monitor a call:
1. To use the speakerphone: While on-hook, enter the Station Monitor feature code (default is 321). After hear a confirmation tone, the Speaker button lights. The display shows ENTER EXT TO MONITOR.
To use the handset: Lift the handset and enter the Station Monitoring feature code (default is 321). After a confirmation tone, ENTER EXT TO MONITOR is displayed.
2. Dial the extension number (or press the lit sta- tion Speed Dial or Mini-DSS button) of the endpoint to be monitored. After automatically connecting to the call, the display shows
MONITORING <extension number>.
3. While silent monitoring a call, you have the fol-
lowing options:
• Barge in on the call
• Return to silently monitoring the call • Record the call.
NOTE
Only 6-line display endpoints have the menu buttons mentioned in these instructions. Users who have endpoints with a 2-line display, or no display, must use the feature codes to access the Barge-In features.
MONITORING EXT 12345
BARGE-IN STEAL
RECORD
Accessing the Barge-In Features Page 127
To barge in on a call: Press the BARGE-IN menu button or enter the feature code 386 (default). On display endpoints, the display shows BARGE-IN IN PROGRESS. While on a call, you can monitor, record, or steal the call by entering the appropriate feature code or by pressing the appropriate menu button.
To return to silently monitoring the call: Press
the feature code 386 (default) again or press the
MONITOR menu button.
To record the call: Press the RECORD menu button or enter the Record-A-Call feature code (default is 385). On display endpoints, the dis- play shows MONITORING <extension number>. While on a call, enter the appropriate feature code or press the appropriate menu button to monitor or steal the call.
To stop recording the call: Enter feature code 385 again or press the STOP RECORDING menu button.
To steal a call: press the STEAL menu button or enter the Steal feature code (default is 387). On display endpoints, the display shows CALL STOLEN FROM <extension number>. The hunt group member display shows CALL STOLEN BY <extension number>. When the supervisor steals a call, it becomes a regular call. While on the call, enter feature code 385 or press the
RECORD menu button to record it.
To join and record a call: Press the JOIN AND RECORD menu button or enter the Join feature code (default is 386), followed by the Record- A-Call feature code (default is 385). On display endpoints, the display shows BARGE-IN IN PROGRESS. While on a call, the supervisor can monitor, stop recording, or steal the call by entering the appropriate feature code or press the appropriate menu button.
To stop recording the call: enter feature code
385 (default) again or press the MONITOR or STOP RECORDING menu button.
4. To terminate any of the features: If off-hook, hang up or enter the specific feature code of the feature you want to terminate. If on-hook, press the Speaker button or enter the specific feature code of the feature you want to terminate. On display endpoints, the display shows BARGE-IN TERMINATED or SILENT MONITOR TERMI- NATED (if you are silent monitoring at the time of termination).
MONITORING EXT 12345
BARGE-IN STEAL
RECORD
JOIN AND RECORD BARGE-IN IN PROGRESS MONITOR STEAL RECORD CALL CALL STOLEN FROM EXT 12345 CALL STOLEN BY EXT 12345 Supervisor Display
Hunt Group Member Display
BARGE-IN IN PROGRESS MONITOR STEAL STOP RECORDING BARGE-IN TERMINATED SILENT MONITOR TERMINATED OR
Page 128 ACD Hunt Groups
ACD Hunt Groups
Automatic Call Distribution (ACD) can be programmed to distribute hunt group calls to equal- ize call time or call count among the available members. If the System OAI Events premium feature is included in your software license, ACD hunt groups can also be programmed to send call information records that can be processed by an external device connected to a system serial port (such as Contact Center Suite).
ACD hunt groups can use the standard hunt group features described on page 117, and/or the UCD features described on page 121.
ACD Call Distribution
When an intercom or outside call is transferred or rings in to the ACD hunt group, it can circu- late in linear or distributed order (as described on page 117) or using one of the following ACD distribution methods:.
The Restart ACD Idle Time Upon Login flag affects how the longest idle time is calculated. See page 131 for more information.
• Longest Idle: An incoming call is sent to the endpoint that has not been involved in a call to this hunt group for the longest period of time. (It does not count calls that were received through other hunt groups, direct ring-ins, or transfers.
• Balanced Call Count: To balance the call load, each incoming call is sent to the endpoint that has received the fewest calls through this hunt group. (It does not count calls that were received through other hunt groups, direct ring- ins, or transfers.)
When an agent logs in to a balanced call count ACD hunt group (or comes out of Do-Not-Dis- turb mode), the system checks the average call count for that ACD hunt group and assigns that average count to the endpoint logging in. This prevents the agent who is logging in from receiving all of the incoming calls until the call count of the lowest agent catches up with his call count. For example, if there are five agents logged in whose call counts are 5, 5, 5, 10, and 10, the average call count of 7 will be assigned to the next agent who logs in.
If an extension list is included in an ACD hunt group set for Longest Idle or Balanced Call Count distribution, it will treat each endpoint in the extension list as a separate agent; it will not ring all of the endpoints on the list at the same time. If the hunt group is set for linear or distributed order, a call will ring all endpoints on an extension list at the same time when the call reaches that point in the hunt group list.
IMPORTANT The Automatic Call Distribution Hunt Groups premium feature is required to
use ACD hunt group features.
LONGEST IDLE DISTRIBUTION
ACD HUNT GROUP Ext. 2000
Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1003 Next call will be sent here
TIME IDLE (3 min.) (10 min.) (6 min.) (1 min.)
BALANCED CALL COUNT DISTRIBUTION ACD HUNT GROUP
Ext. 2000
Ext. 1000 Ext. 1001 Ext. 1002 Ext. 1003 Next call will be sent here
NUMBER OF CALLS (10 calls) (16 calls) (6 calls) (3 calls)
ACD Agent IDs Page 129
ACD Agent IDs
ACD hunt group members are referred to as “agents.” Agents log in to the ACD hunt group to receive calls and log out to halt ACD hunt group calls. An ACD hunt group can be pro- grammed to circulate calls to agents in two ways:
• Agent IDs: If the hunt group is programmed to use ACD Agent IDs, each agent is assigned an Agent ID number which he or she enters during the login procedure (described below). The hunt group calls are routed to logged in agents, according to their Agent ID number instead of their endpoint extension. Because the Agent ID is not associated with any endpoint extension, the agent can use any endpoint in the system to log in and does not have to use the same endpoint every time.
• Members: If the hunt group is not programmed to use Agent IDs, it will have a list of endpoints and will send calls to the endpoints where agents are logged in.
ACD Agent IDs can be included in Extension Lists which allow several ACD Agents to receive a call at once.
When a call camps on to an ACD hunt group that uses Agent IDs, only the agents currently logged in to the hunt group will receive camp-on indications. ACD hunt group supervisors will receive visual Camp On displays if they are programmed as members of the hunt group and have the ACD Agent Logout feature enabled.
ACD Agent Log In and Log Out
ACD hunt group members are referred to as “agents.” Agents can log in to and out of the ACD hunt group at any time. While logged in, the agent will receive calls through the ACD hunt group. When the agent is logged out, calls to that ACD hunt group will bypass the endpoint. (The Hunt Group Remove/Replace feature, described on page 120, does not have any effect on ACD hunt group calls when entered by an ACD agent. However, placing the agent’s endpoint in Do-Not-Disturb will halt all ACD and non-ACD hunt group calls.)
Figure 8 illustrates how the Agent ID is used to log in or log out.