Silent Monitor - Panasonic DBS 576 Technical Manual

Built-In ACD Supervisor Guide

Silent Monitor

Version 3.0 and higher
CAUTION: When using the ACD "Silent Monitor" feature in some states it is
illegal (or civilly actionable) to monitor telephone communications without
giving prior warning to all participants. These laws do not make the Silent
Monitor feature on the telephone system illegal. Before activating this feature,
please check applicable state and federal laws.
The Silent Monitor feature allows an ACD supervisor to monitor a call
between an ACD agent and a caller without the knowledge of either party.
(See CAUTION, above.) If necessary, the ACD supervisor can initiate a
three-way call by barging into the call.
Operation
To initiate Silent Monitor:
Table 3. Initiating Silent Monitor
Press ON/OFF + 768 + Extension number you want to monitor
OR...
Press the FF key assigned as a Silent Monitor Key + Extension
number you want to monitor*
OR...
Press only the Silent Monitor Key if the FF key has been prepro-
grammed to monitor a specific extension number. You do not
need to enter the extension number.
Notes:
576-3.6-521 (ACD 4.0)
Action
• The Silent Monitor key is disabled when the extension assigned to
that key is idle, dialing or ringing.
• If the Supervisor retrieves a call while monitoring a extension, he or
she can suspend the monitoring by pressing the ON/OFF key.
• Press the CONF key during the monitoring to initiate a three-way
call.
DBS 576 (USA) issued October 2000
Result
The Silent Monitor feature is
active, and the extension is being
monitored. (The Silent Monitor
key flashes green when Silent Mon-
itor is active.)
Section 521
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