Workgroups Chapter 11: Planning Applications and Services
and for all workgroups. The user can specify a filter to show only a subset of the queues.
The filter only changes the information displayed and does not alter the hunting behavior;
the user will still be offered calls from all workgroups of which the user is a member.
For workgroup supervisors the Agent Monitor shows all agents from the workgroups of
which the supervisor is a member. The Agent Monitor also allows supervisors to filter
agents being monitored by selecting individual workgroups.
11.12.2Call Monitor and Barge In
Call Monitor creates a limited conference call where the monitoring party hears the other
parties, but the monitored parties do not hear the monitoring party. When a call is being
monitored, a warning tone may be played to the participants of the call. The warning tone
can be disabled using an option for an Auto-Attendant Menu. Call center administrators
typically disable the warning tone to silently evaluate agent performance. When the
warning tone is disabled, the menu prompt typically informs the caller that their
conversation may be monitored or recorded.
Barge In allows one party to join an existing call as a fully conferenced participant. When
Barge In is initiated, a brief intrusion tone is played to the other participants.
A recording warning tone may be played to the customer during silent monitor. The
warning tone is enabled from ShoreWare Director. No tone is played during a Barge In call.
WARNING ShoreTel, Inc. does not warrant or represent that your use of silent
monitoring or barge in features of the Software will be in compliance with local, state,
federal or international laws that you may be subject to. ShoreTel, Inc. is not
responsible for ensuring your compliance with all applicable laws. Before configuring
the call monitoring features, you may wish to consult with legal counsel regarding your
intended use.
To simplify discussion of this feature, we will refer to three parties: the supervisor, the
agent, and the customer. The supervisor initiates the silent monitor by selecting an agent.
The agent is on a call with the customer. The customer may be an internal or external
caller, but supervisors and agents must be on extensions.
In Silent Monitor, a supervisor hook flash is ignored. However, a hook flash by the other
parties works the same as in a two-party call. In particular, an agent flash puts the call on
hold and allows a consultative transfer or conference.
Because there is a limit of three parties in a conference call, if the agent or customer makes
a consultative transfer or conference, the supervisor is automatically dropped. Similarly, if
another party barges in a monitored extension, then the silent monitor is dropped.
If a conference call is already in progress, it cannot be monitored. If a silent monitor is
already in progress, no one else can monitor the call.
The supervisor can barge in on a call he or she is silent monitoring. It is not possible to
revert a barge in call to a monitored call. If desired, the supervisor can hang up and restart
After a barge in, the agent remains the controlling party of the call. A subsequent agent
hook flash disconnects the supervisor, who is the last party added. In and Silent Monitor Telephony COS Configuration
Each telephony class-of-service (COS) permissions has several additional check boxes and
radio buttons in ShoreWare Director to configure Intercom/Paging, Barge In, Call
Recording, and Silent Monitor.
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