ShoreTel ShoreWare Spezifikationen PDF herunterladen (Seite 258)

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101

Configuring Workgroups

14 – 4 ShoreTel, Inc.

To simplify discussion of this feature, we will refer to three parties: the supervisor, the

agent, and the customer. The supervisor initiates monitoring by selecting an agent. The

agent is on a call with another party, the customer. The customer may be an external

caller, but supervisors and agents must be on extensions.

In a monitored call, 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 into a monitored extension, then the monitoring is

dropped.

If a conference call is already in progress, it cannot be monitored. If monitoring is

already in progress, no one else can monitor the call.

The supervisor can barge into a call he or she is monitoring. However it is not possible

to revert a barge in to just a monitored call. If desired, the supervisor can hang up and

restart monitoring.

After a barge in, the agent remains the controlling party of the call. A subsequent agent

hook flash disconnects the supervisor, who was the last party added.

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