Panasonic ICX Section 521 Guide
Panasonic
Intergrated Voice & Data Solutions
Section 521
Built-In ACD
Supervisor
Guide
International Version 5.0
(ACD Version 4.0)
issued October 2000
CAUTION:
When using the ACD “Silent Monitor” f eature i n some loca l ar eas it i s
illegal (or civilly actionable) to monitor telephone communications without giving
prior warning to all participants. These laws do no make the Silent Monitor feature
on the telephone system illegal. Before activating this feature, please check applicable state and federal laws.
The contents of this manual are subject to change without notice and do not constitute a
commitment on the part of Matsushita Communication Industrial Co. Ltd (MCI). Every effort has
been made to ensure the accuracy of this document. However, due to ongoing product
improvements and revisions, MCI cannot guarantee the accuracy of printed material after the date
of publication, nor can it accept responsibility for errors or omissions. MCI will update and revise
this document as needed.
The software and hardware described in this document may be used or copied only in accordance
with the terms of the license pertaining to the said software or hardware.
Reproduction, publication, or duplication of this manual, or any part thereof, in any manner,
mechanically, electronically, or photographically, is prohibited without permission of the
Matsushita Communication Industrial Co. Ltd (MCI).
©Copyright 2000 by Matsushita Communication Industrial Co. Ltd (MCI)
All rights reserved.
Contents
General System Information
Configuration
Specifications
Basic Service Flow
ACD Call Handling Program
Selecting Program Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Programming by Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Transfer Destination Voice Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Silent Monitor
Supervisor Features
Common Operation of Supervisor Menu
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
............ ................ ............... ............................. ............... ...... 8
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Activating Supervisor Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Displaying System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Common Operation for Supervisor Customizat ion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supervisor Customization
Direct Incoming Call Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Transferring Incoming Call Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
DID Call Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Ext. Group Call Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Changing Supervisor IDs and User Information Recor d ing ID . . . . . . . . . . . . . . . . . . . . 30
Registering Agent IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Confirming Agent IDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting on Service Flow Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Supervisor Monitoring
Traffic Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Waiting Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 iii
Section 521 Built-In ACD Supervisor Guide
MIS Report Features
MIS Report Outline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
MIS Report Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
User Information Recording
Agent Features
Log-in / Log-out
Available/Unavailable
Work Unit Count
Wrap Feature
Zip Tone
Call Forwarding takes precedence over the Zip mode.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
. . . . . . . . . . . . . . . . . . . . . . 57
Key Assignment
Index
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
iv ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
General System Information
Configuration
The Built-In ACD system is composed of two circuit cards; the ACD card
and the VPU/4 card. These cards are installed in the ICX System.
The system configuration is shown below. Using an RS-232C port allows
MIS (Management Information System) reports to be output to a printer or
PC but not to both simultaneously.
The ICX System can be configured for a maximum of 576 ports and can
support a maximum of two Built-In ACD systems. Note that a single-shelf
(96-port) configuration can accommodate only one ACD system.
Figure 1. ACD Configuration (96 port cabinet shown)
Note:
special cable included with the ACD card. For PC/printer connecting
conditions, see the ACD installation section.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 5
Standard RS232C cables cannot be used for connection. Use the
Section 521 Built-In ACD Supervisor Guide
Specifications
The following table outlines the major specifications of the Panasonic BuiltIn ACD system (maximum).:
Table 1. Maximums per ACD System
Item Maximum per ACD ACD Version 3.0
Agent Group 2 3
Agent IDs/system 64 64
Number of Agents/
system
Supervisor IDs/sys-
tem
Voice port/system 4 ports are shared. 4 ports are shared
Music Port 1 Music on Hold source
MIS Monitor Port 1 (RS232C, 9600bps) 1 (RS232C, 9600bps)
Number of user
guidance messages
Maximum Calls
Queued
32 32
26
1 Music on Hold
on the CPC is used.
6 (Max. 16 seconds/message)/system
50 50
source on the CPC is
used.
6 (Length of each
message can vary,
with a total of 96 seconds recording time
available.)
6 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
Basic Service Flow
The following chart shows the basic flow of ACD services.
Commands can be used to set any call distribution operation in the ACD Call
Handling Program.
During the initial start-up of the ACD, programming is performed
automatically using default sample programs.
Figure 2.
Wait for stop of
incoming call,
then disconnect.
No
Call Incoming
ACD-targeted
Yes
Read ACD Call Handling Program number
corresponding to target Exchan ge line.
Perform call di stribution operation according to ACD Call
Handling Program
number.
See
Note
Setting of the ACD-targeted call and ACD Call Handling Program number is
performed by program s etting 2101 to 2124, 2201 to
2224, 2301-2320, and
2401-2404.
• Type :Exchange line/
private line
• Mode :Direct incoming call/transferred incoming
call
• ACD Call Handling
Program number: 1 t o 4
Any program for the ACD
Call Handling Program
number can be set by 4101
to 4104 using commands.
The built-in VM
corresponding
to VM number
(1 to 4) can be
set by program
setting 4201 to
4204.
Agent extension
line of agent group
1, 2, or 3
Call built-in VM according to specified
VM number.
Built-VM Extension line Disconnection
Note:
• If there is a transferred incoming call (incoming call type either
Exchange line or private line) during an extension line incoming call,
this is considered as an ACD-targeted call.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 7
Section 521 Built-In ACD Supervisor Guide
ACD Call Handling Program
Commands can be used to set any call distribution operation for each of the
ACD Call Handling Program numbers (4101 to 4104).
For details on the content of default sample programs, see "Chapter 2.
Programming, ACD Call Handling Program Setting."
Selecting Program Processing
You can select program processing by pressing the FF key. The following
shows the procedure and flow of operations from the entry of program
numbers to the selection of program processing.
Operation
SUPERVISOR MENU
SYSTEM INFO)
MIS REPORT
CUSTOMIZE
DISP SYS INFO
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
CALL HANDLING
PROGRAM
VM NUMBER
CUSTOMIZE MENU
→
1. From [SUPER VISOR MENU] screen, press the
soft
key 3 or 8 to
select [CUSTOMIZE].
→
→
→
→
2. From [CUSTOMIZE MENU] screen, press the
→
→
→
→
→
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the
soft
key 5 or 10 to
soft
key 1 or 6 to
select [PROGRAM].
→
→
CALL HANDLING
PROGRAM 1
PROGRAM 2
PROGRAM 3
PROGRAM 4
CUSTOMIZE MENU
4. The following screen appears. Press the
program number.
→
→
→
→
→
soft
key for desired
8 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,010
PLAY 7,1
SEARCH 2,015,003
RET 02,010
PLAY 9,0
5. The List Mode screen is displayed.
This screen displays the current setup status.
The program lines currently displayed at 1st LCD are the target of
processing.
The
The
NEXT
PREV
or
or
HOLD
FL/R
keys move to the next line.
keys return to the previous line.
6. Press the FF key to determine processing on the currently
displayed program line on the 1st LCD.
FF1 : EDIT
FF2 : INSERT
FF3 : DELETE
FF6 : ALL DELETE
The following items describe the details of subsequent processing.
Note:
• Pressing the
PROG
key returns to the ACD Call Handling Program
number in step 1.
Figure 3.
List Mode screen
NEXT/HOLD: to next line
PREV/FLR: to previous line
FF1
EDIT
FF2
INSERT
Enter ACD Call Handling Progra m number.
HOLD
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,010
PLAY 7,1
SEARCH 2,015,010
RET 02,010
PLAY 9,0
FF3
DELETE
2nd LCD display
“01: Select FF Key”
“01: Program line number”
“Select FF Key: Operation Guide”
FF6
ALL DELETE
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 9
Section 521 Built-In ACD Supervisor Guide
Programming by Commands
After you have determined the desired process by the FF key, you can
customize any program using the six available commands.
The following table shows a list of commands that are used:
Table 2.
Com-
No
mand
Parameter1 Parameter2 Parameter3 Description
1 END/
DISK
2 FWD Transfer Des-
tination
Extension
Line Number
Setting 0 to
9999 (max. 4
digits)
(must be set)
3 FWDVM Transfer Des-
tination VM
Number Setting 1 to 4
(must be set)
4 PLAY Guidance
Number Setting
5 SEARC H Agent Group
Setting
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when
not set)
No Answer
Timer 001 to
600
(seconds)
(infinite when
not set)
Message Play
Option
•0: Play
• 1: Play and
Search
Search Time
Setting 001 to
600
(seconds)
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when
not set)
End/Disconnect
• Ends the ACD Call Handling Program at this line.
• When there is a call agent, ends by on-hook disconnection of the agent that replied to the call.
Forward EXT
• Performs an extension line tone call to the transfer destination extension line specified in parameter 1, and performs a transfer after responding to
the other pa rty.
• When there is no response, the response from the
other party is waited for until the end of the no
answer timer set in parameter 2.
Forward VM
• Setting of the built-in VM corresponding to the
transfer destination VM number of parameter 1 is
set by programming sett ing 4201 to 4204.
• Performs an extension line tone call to the transfer destination built-in VM specified in parameter
1, and performs a transfer after the VM response.
• When there is no response, the response from the
other party is waited for until the end of the no
answer timer set in parameter 2.
Answer & Play Message
• Plays back specified guidance in response to a
call.
Agent Search
• Performs a transfer t o transferable agents within
the agent group specified in parameter 1.
• When there is no transferable agent, performs a
search until end of the search time set in parameter 2.
• When the transferred agent does not respond, a
response from the other party is waited for until
the end of the no answer timer set in parameter 3,
and transfer to another Agent is moved to after
the end of the no answer timer.
10 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
Com-
No
mand
Parameter1 Parameter2 Parameter3 Description
6 RET Program Line
Number Setting 1 to 20
(max. 20
lines)
(must be set)
7 RAD Port # Recorded Announcement Device
Count Setting 1 to 255
(times)
(must be set)
Return
• Repeats the prog ram from the line number specified in parameter 1 up to this line for the count
specified in parameter 2.
• The caller hears MOH if the RAD port# is invalid
or incorrect.
• The ICX Built-in ACD must use different RAD
ports than Easy Run Courier ACD.
• RAD equipment will connect to AEC ports.
• No start or stop control method will be provided
to control the RAD equipment. RAD equipment
must be capable of operating in the continuous
play mode.
• Up to 8 RAD devices can be connected to AEC’s
per system.
• This command must be followed by a SEARCH,
FWD or FWDVM command.
• For programming (
Manual on page 1-168
See Section 400 Pr og ra mming
)
Operation
EDIT (FF1)
SEARCH 1,020,010
03:Select Cmd.
FWD FWDVM
PLAY RET
SEARCH RAD
The following describes the operation in each of the processes.
This command resets the current setting of displayed program lines. Edit is
repeated from the specified program line through to the currently registered
final program line (excluding the END/DISC line).
The following screen display shows an example of selection and setting of the
SEARCH command.
soft
keys 1, 2, or 3 or 6, 7 or 8 for the command to be set,
and press the
HOLD
Example: Press
key.
soft
key 3 to select SEARCH.
List
1. Press
→
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 11
Section 521 Built-In ACD Supervisor Guide
SEARCH 1
03:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
Example:
SEARCH 2,020
03:Search Timer
AGENT SEARCH
TIME
1 to 600 sec.
Example:
List
List
2. Set parameter 1, and press the
HOLD
key.
Example: Press key 2 to set group 2.
→
3. Set parameter 2, and press the
HOLD
key.
Example: Press keys 0, 1 and 5 to set the Search Timer to 15.
→
SEARCH 2,015,010
03:No Ans Timer
AGENT NO ANSWER
TIME
1 to 600 sec.
List
4. Set parameter 3, and press the
HOLD
key.
Example: Enter three digits to set the No Ans Timer.
The program line that was set is updated when the final parameter
is set. The next line is moved to, and the screen in step 1 is
redisplayed.
5. Repeat steps 1 to 4 to set other program lines, and end
programming at the END/DISC line.
Note:
• The program line is updated when the final parameter setup is completed at
each command, and the next line is moved to. (Example: In the case of the
FWD command, the program line is updated when the no answer timer of
parameter 2 is input, and the next line is moved to.)
• If you press
soft
key 10 and select List at any of the above steps, the List
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
12 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
INSERT (FF2)
This command inserts a new line in the current setting of displayed program
lines. Insertion can be repeated up to 19 lines.
The following screen display shows an example of insertion and setting of the
SEARCH command.
01:Select Cmd.
FWD FWDVM
PLAY RET
SEARCH RAD
List
SEARCH
01:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
Example:
List
1. Press the
set, and press the
Example: Press
soft
keys 1 , 2 or 3 or 6, 7 or 8 for the commands to be
HOLD
soft
key.
key 3 to select SEARCH.
2. Set parameter 1, and press the
Example: Press key 1 to set group 1.
HOLD
key.
SEARCH 1,
01:Search Timer
AGENT SEARCH
TIME
1 to 600 sec.
Example:
SEARCH 1,010,
01:No Ans Timer
AGENT NO ASWER
TIME
1 to 600 sec.
List
List
3. Set parameter 2, and press the
HOLD
key.
Example: Press the 0, 1 and 0 keys to set the Search Timer to 10
seconds.
4. Set parameter 3, and press the
HOLD
key.
Example: Enter three digits to set the No Ans Timer.
The program line that was set is updated when the final parameter
is set. The next line is moved to, and the screen in step 1 is
redisplayed.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 13
Section 521 Built-In ACD Supervisor Guide
5. Repeat steps 1 to 4 to set insertion of other program lines, and end
programming at the END/DISC line.
Note:
• If you press
soft
key 10 and select List at any of the above steps, the List
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
14 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
DELETE (FF3)
This command deletes the current setting of displayed program lines.
Deletion can be repeated up to 19 lines.
The following screen display shows an example of deletion of line 01.
SEARCH 1,015,010
01:DELETE(LINE)
To Delete Program
Line Data, Press
HOLD Key.
List
PLAY 7,1
01:Select FFKey
SEARCH 1,020,010
RET 02,010
PLAY 9,0
END/DISC
Note:
Note:
List Mode screen is redisplayed.
ALL DELETE (FF6)
1. Confirm the specified line to be deleted, and press the
HOLD
key.
Example: Line 01 is deleted.
2. The program line that was displayed is deleted, and the List Mode
screen is redisplayed.
When the specified line is deleted, each subsequent program line
is shifted up.
If you press soft key 10 and select List at any of the above steps, the
Program Delete:
DELETE(Program)
To Delete Program
Data, Press 0 and
HOLD Key
List
END/DISK
01:Select FFKey
This command deletes all settings currently set to all lines in the currently
displayed program.
1. Press key 0, and the
HOLD
key.
2. All of the program that was displayed is deleted, and only the
default END/DISC line is displayed.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 15
Section 521 Built-In ACD Supervisor Guide
Note:
If you press
soft
key 10 and select List at any of the above steps, the
List Mode screen is redisplayed.
Transfer Destination Voice Number
Outline
Sets the voice mail extension line number and access code corresponding to
the transfer destination voice mail number (1 to 4).
Operation
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
1. From [SUPER VISOR MENU] screen, press the
select [CUSTOMIZE].
soft
key 3 or 8 to
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
CALL HANDLING
PROGRAM
VM NUMBER
CUSTOMIZE MENU
4201:
VM NUMBER 1
CUSTOMIZE MENU
2. From [CUSTOMIZE MENU] screen, press the
→
→
→
→
→
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the
soft
key 5 or 10 to
soft
key 2 or 7 to
select [VM NUMBER].
→
→
→
4. The 4201 setting screen appears. Enter the extension number +
access code (max, 16 digits) using the 10-key pad, and press
HOLD
key to make setting. Each time the
HOLD
key is pressed,
the setting changes: 4201→4202→4203→4204.
→
5. To return to [CUSTOMIZE MENU] screen, press the
soft
key 5
or 10.
16 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
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
Action Result
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 preprogrammed to monitor a specific extension number. You do not
need to enter the extension number.
The Silent Monitor feature is
active, and the extension is being
monitored. (The Silent Monitor
key flashes green when Silent Monitor is active.)
Notes:
• 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.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 17
Section 521 Built-In ACD Supervisor Guide
Silent Monitor Color Definitions
Table 4. Silent Monitor Color Definitions
FF Key Color Definition Possible Operation
Clear Cannot Monitor None
Solid Red Able to monitor Press Silent Monitor key
Flashing Green Not monitoring On-Hook or CONF
Notice
• Be sure all phones that should NOT be allowed to monitor have a
COS that restricts monitoring. For progamming COS (
400 Programming mnaual on page 1-50
)
• Silent Monitor is allowed or denied by setting the appropriate
extension COS.
• Only one supervisor can initiate Silent Monitor on an individual
extension at any given time.
• Display telephones can initiate Silent Monitoring. SLTs cannot initiate Silent Monitoring.
• Display telephones and SLTs can be monitored.
• A supervisor cannot initiate Silent Monitoring on an extension
when the extension is on a conference call.
See Section
18 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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