Station Monitor and Barge-In

[bluewhite4]

I'm trying to understand this feature fully, so any help would be appreciated.

If an ACD agent receives a direct call, so not through the ACD/Hunt group, can the Hunt Group Supervisor still silently monitor that call?

If a Supervisor is monitoring a call, and needs to barge in, do both the ACD agent and the outside party hear the Supervisor or just the Agent?

Thanks!

[Tech Electronics]

Bluewhite4,

I'm trying to understand this feature fully, so any help would be appreciated.

If an ACD agent receives a direct call, so not through the ACD/Hunt group, can the Hunt Group Supervisor still silently monitor that call? Yes they can listen to any call of a hunt group member that they are a supervisor of.

If a Supervisor is monitoring a call, and needs to barge in, do both the ACD agent and the outside party hear the Supervisor or just the Agent?keep in mind that the way the system does this is through Conference circuits so in reality they are just joining the conference, unmuting themselves. Also, if there are no conference circuits available to monitor it will show on the display of the supervisor. A Silent monitor can also be rejected if the call the agent is on is already using a conference circuit. This could include an actual conference call, a P2P call, the agent help feature, or another supervisor already monitoring them.

Thanks!

Thanks,

TE