AT&T Definity Callmaster II Manual de usuario descargar pdf (Pagina 21)

The Service Observing feature can be used to monitor an agent’s performance for

extended periods of time. If you are observing a particular agent or agent station,

you are connected immediately to that agent’s call or the call at that station, and you

can hear both the agent and the caller. Service Observing can be used for training

purposes to help new agents handle successive ACD calls or to evaluate service.

You can also use this feature to monitor a Vector Directory Number (VDN). When

you observe a VDN, you are connected to the next available call at that VDN. (Since

multiple observers can monitor a VDN, but only one person can monitor each call,

you may be placed in a queue to observe the next available call.) When connected,

you will hear everything the caller hears: for example, wait treatment,

music-on-hold, and the agent talking. In addition, you will hear VDN-of-Origin

announcements.

The feature can be activated by pressing an administered button or,

if you are using telephones connected to the DEFINITY ECS G3V3 (or later), by

dialing one of two Service Observing feature access codes. With one feature access

code, you can only listen to the call; with the other feature access code, you can listen

and talk with the agent and the caller. Using a feature access code gives observers

dial-up access to service observing from an analog station with or without a

button. Observers who activate Service Observing by way of a

feature access code will hear tones to indicate the status of the observing in place.

For example, observers will receive confirmation tone when Service Observing is

activated.

Activating Service Observing

Service Observe

You can also use the feature access code through remote access to do Remote Service

Observing. This feature allows users to observe calls on a listen-only or a listen and

talk basis from a remote location or a local station using Service Observing feature

access codes. Service Observing remotely can be used to observe physical extensions,

EAS agent login-ID extensions, and VDNs.

Remote Service Observing can be initiated either through Remote Access to PBX

services or Call Vectoring. When Service Observing occurs through the Remote

Access feature, a remote user gains access to the switch through either a trunk

group dedicated to Remote Access or DID trunks to the Remote Access extension.

When Service Observing is initiated through the Call Vectoring feature, a remote

user gains access by dialing a CO trunk or DID number that has its incoming

destination extension assigned to a vector that is programmed for Service Observing.

The vector associated with the VDN can be designed, using route to commands, to

provide direct access to a specific physical extension, EAS agent login-ID, or VDN to

be observed, or it can be designed to access service observing dial tone. If the service

observing dial tone is accessed, the observer has the option of entering the number of

any extension he/she is authorized to observe.

If your voice terminal has a display, the agent’s name and extension is shown on the

display screen while you are observing that agent. While in vector processing, the

VDN name and extension is shown on the display.

Agents can be monitored only if the “Can Be Service Observed” option on the Class

Of Restriction administration form is set to Yes.

While service observing, you cannot access other functions such as Hold, Conference,

Transfer, or other line appearances.

1 2 ... 16 17 18 19 20 21 22 23 24 25 26 ... 45 46

Comentarios a estos manuales

Sin comentarios

AT&T Definity Callmaster II Manual de usuario Pagina 21

Comentarios a estos manuales

Relacionado con productos y manuales para Redes AT&T Definity Callmaster II