WHAT IS PERMITTED AND RESTRICTED FOR SUPERVISORY MONITORING

Symptoms:

• What is permitted and restricted for Supervisory Monitoring
• What is permitted for supervisory montioring
• What is restricted from supervisory monitoring
• How does supervisory monitoring work

Facts:

• NBX 100
• SuperStack 3 NBX
• 3Com NBX V3000
• NBX R5_0
• NBX ACD Base Package
• Supervisory Monitoring
• ACD

Causes: Supervisory monitoring does not give unlimited privileges. Only specific actions can be accomplished in this mode.

For a call to be monitored, the call must have traversed a hunt group, an ACD group, or a route point. Also, the last hunt group, ACD, or route point that the call traverses retains ownership of the call in terms of Supervisory Monitoring. In other words, the extension and password of the last hunt group, ACD, or route point that the call traverses must be entered by the supervisor in order for the call to be monitored.

• When the supervisor invokes Barge-in and either the caller or the agent subsequently puts the call on hold, the supervisor is still able to talk to the remaining party.lt;o:p>
• The person who is being supervised need not be an agent, neither should this user have to be logged in.
• An agent in a monitored call can transfer a call to another party.
• A call being monitored can be answered by someone using Call Pickup.
  • The primary could be receiving a call and the secondary who is not a part of a hunt group, ACD, or route point could answer the call.

Fixes: In Progress Callslt;o:p>

This section documents some issues to be aware of when monitoring calls in progress.

• The call being monitored can be either internal to the NBX system or an external call.
• The call being monitored can be a call across a Virtual Tie Line (VTL).
• Any one of the parties involved in a Supervisory Monitoring environment (customer, agent, or supervisor) can put the call on hold and answer another call.
• The supervisor cannot invoke session-modifying services during a call being monitored. The supervisor can invoke the following phone features during a call:
  • Forward voice mail
  • Do Not Disturb
  • Mute
  • Hold

Any other features invoked during a supervisory session produce the LCD message Not allowed.

• If the customer or the agent invokes a session-modifying service such as Transfer, Conference,

lt;st1:place>Call Park, or Transfer to Voice Mail, the supervisor is dropped from the call.

• Supervisors can use third-party TAPI applications to monitor calls.
• A supervisor cannot monitor more than two calls at the same time. Of the two calls, only one can be active at any given time; the other call must be on hold.
• A supervisor can be monitored by other supervisors, but the supervisor cannot be monitored while monitoring another call.
• Multiple supervisors can monitor different calls by the same agent. However, a specific call can be monitored by one supervisor only at any one time.
• If the supervisor exits Supervisory Monitoring using the Exit menu option, the call between the customer and the agent is torn down.
• If the supervisor cannot invoke Supervisory Monitoring (for example, for lack of system resources or invalid permissions), in that case the session will not be torn down when the user invokes Supervisory Monitoring
  • The supervisor cannot invoke Supervisory Monitoring if the supervisor is already on an active call.

Restrictions in Monitoring ACD Callslt;o:p>

There are a few cases in which a Supervisor cannot monitor an ACD call, though the NBX system is processing the call as an ACD call. The following list some of these cases:

• In a Bridged Extension scenario, if the secondary is not a member of the ACD and a call is answered on the secondary, the call is still an ACD call, but the call cannot be monitored.
• Call pickup of an ACD extension from a non-ACD extension cannot be monitored, even though the call is still, technically speaking, an ACD call.
• If an ACD extension has call coverage to a non-ACD extension, calls going through call coverage will not be able to be monitored, even though the system processes these calls as ACD calls.
• ACD calls going through call coverage to voice mail or Auto Attendant cannot be monitored.
• Supervisors can only monitor an agent?s ACD calls.

Monitoring does not extend to non-ACD calls, such as another internal call that the agent might be conducting

• Multiple Supervisors cannot monitor the same ACD agent at the same time.

Supervisory Monitoring is limited to one active supervising session per agent.

• The supervisor is not able to use Supervisory Monitoring during the wrap-up phase of a call.

• Product(s): NBX
• Sub Product(s): NBX 100, SuperStack 3 NBX, 3Com NBX V3000

— David Gonzalez 2021/04/16 10:54