Inter-Tel CS-5400 - Manual (Page 159)

System Features
INTER-TEL
®
CS-5200/5400 ADMINISTRATOR GUIDE, ISSUE 1.1 – August 2005
Supervisor Barge-In
Page 141
Supervisor Barge-In
Station Monitor Enhancements
In previous system versions, the Station Monitor feature allowed hunt group supervisors to
monitor the calls of anyone in a specified hunt group. The supervisor entered the Station Moni-
tor feature code (default is 321) to connect to the call and hear both parties, without being
heard by either one. With v9.0, tThe Barge-In feature adds new functionality to the Station
Monitor feature. When silent monitoring 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.
•
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.
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.
NOTE
The Barge-In/Silent-Monitor feature can be used across all Inter-Tel network
nodes, as long as all Axxess nodes are running at least v9.0. The System
Administrator can also now add off-node Endpoints as hunt-group supervisors.