Votos - 3, Puntuación media: 4
(
)
)
|
Resumen del manual
2Click the Logout all button. Calling GroupsOne type of hunt group is the Calling Group. Calling groups allow an incoming call to ring simultaneously on all telephones in a group, for example, a customer service group. To log in to or out of a calling group, follow the steps in “Hunt Groups” earlier in this chapter. Figure 5 shows the path of a call coming in to a calling group. Figure 5 Sample Calling Group Configuration A graphic showing an example of a calling group configuration where an incoming call simultaneously rings on three phones and after a specified number of rings is then forwarded to a receptionist. 6 1 Incoming Telephone Call 2 Telephone #1 3 Telephone #2 4 Telephone #3 5 After a specified number of rings with no answer 6 Receptionist Group MembershipTo view the list of users that belong to a calling group: 1Go to Group Membership > Hunt Groups. 2Click the group to display the list of users that belong to that group. Supervisory Monitoring Supervisory monitoring is a feature that is typically used in call centers to allow supervisors to join a conversation between an agent and a customer to ensure proper customer support. The supervisor’s presence may or may not be announced to the agent or customer by a tone. Supervisory monitoring enables monitoring of incoming calls to Automatic Call Distribution Groups and Hunt Groups. Other calls to and from the agent’s telephone are also available for monitoring, including: ¦When an agent calls a customer back (outbound call) ¦When an agent receives a call from a customer on their Direct Inward Dial (DID) ¦3-party Conference calls (The monitoring party counts as one of the parties in an NBX conference, which supports up to four parties.) The supervisor must provide a password to access the agent’s extension during these calls. information note Your organization may be legally required to add an announcement to tell callers that their call may be monitored. Agent Role for 3Com Entry and Analog Telephones 3Com telephones that do not have a display panel and appropriate soft buttons such as, the 3Com Entry Telephone or an analog telephone, can operate only as endpoint devices for Supervisory Monitoring. This means that although a supervisor may be able to monitor agents who are using a 3Com Entry telephone or an analog telephone, a supervisor cannot use either or these telephones to monitor agents. Supervisory Monitoring Terminology The following definitions help to explain how Supervisory Monitoring works in the NBX system: Supervisory Monitoring Domains — are created by the NBX System Administrator and specify the following information: ¦The supervisory monitoring domain’s unique name and password ¦The types of calls that can be monitored (Incoming Group (ACD, HG, or RP) Only calls or All calls) ¦The calling groups (ACD, HG, or RP) that can be monitored ¦The agents (users) who can be monitored ¦Announcement tones for Monitor, Whisper, and Barge-In modes A special system domain called the Privacy List specifies users who cannot be monitored. In addition, any users who have the Call Privacy privilege enabled for their Class of Service (CoS) group can prevent individual calls from being monitored. For more information on privacy, see “Call Privacy” later in this chapter. Agents — must be defined as members of a supervisory monitoring domain. This includes people who take a transferred call or answer one with call pickup. Supervisors — are people using the domain password to monitor the agent’s call. The supervisor must provide the password of the supervisory monitoring domain that has the agent (user) listed. The supervisor must use a 3Com Telephone with a display panel and appropriate soft buttons; not a 3Com Entry Telephone, 3Com Cordless Telephone, or an analog telephone. Customers — are people who make an incoming call to an agent (supervisory monitoring domain member). A customer can be an internal or external caller. Monitor — allows the supervisor to listen to a call. Whisper — allows the monitoring supervisor to speak to the agent without the customer hearing. Barge-In — allows the supervisor to speak to both the agent and the customer. MonitorMonitor (also called Silent Monitor) allows an authorized supervisor to listen to calls that are received or initiated by an agent who does not have privacy enabled and is a member of the supervisor’s monitoring domain. The administrator configures the NBX system to specify whether a tone audible to the agent plays when the supervisor joins to monitor the call. To monitor an agent’s call: 1Pick up the handset. 2Press Feature + 425. Or press the Access Button if one is configured for Monitor. The display panel prompts you for the domain password. 3Enter the password and press the OK soft button or press pound #. The system validates the password. If valid, you receive a confirmation tone and are prompted to enter the agent’s extension. 4Enter the agent’s extension. ¦If the agent is valid and available, you jo...
Otros modelos de este manual:Teléfonos fijos - NBX 3101SP (3.47 mb)
Teléfonos fijos - NBX 3101SP (3.47 mb)