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AUTOMATIC CALL DISTRIBUTION (ACD)
Silent Monitor – ACD
NEAX2000 IVS
2
Business/Hotel/Data Features and Specifications
NDA-24271, Issue 1.0
Page 55
Service Conditions
1. The maximum number of queuing in each ACD group (hereinafter called Queue Size) can be specified by
the system data. When the number of queuing calls reaches the preassigned queue size, new calls receive
Busy Tone. Depending on the queue size, the Overflowed ACD call indication on a Multiline Terminal or
on the external indicator is provided as shown below:
Queue Size assigned by system data = S
Number of queuing calls = N
Silent Monitor – ACD
General Description
This feature provides the ACD group supervisor with the ability to monitor a call to an ACD agent. The silent
monitor function gives no indication (as an option) to either the agent or the calling party.
Station Application
All ACD group agents can be monitored.
All ACD group supervisors can monitor.
Operating Procedure
To monitor a conversation/to cancel monitoring (Supervisor only)
1. Lift the handset, or press the Speaker key, and receive extension dial tone.
2. Dial the monitor feature access code, or press the MONITOR key.
3. Dial the extension number to be monitored.
4. Monitor the conversation via the handset or the speaker.
5. Restore the handset, or press the Speaker key to cancel monitoring.
CAUTION:
The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone
conversations or other sound activities, whether or not contemporaneous with its transmission, may be il-
legal in certain circumstances under federal or state laws. Legal advice should be sought prior to imple-
menting any practice that monitors or records any telephone conversation. Some federal and state laws
require some form of notification to all parties to the telephone conversation, such as using a beep tone or
other notification methods or require the consent of all parties to the telephone conversation, prior to mon-
itoring or recording a telephone conversation. Some of these laws incorporate strict penalties.
CONDITIONS
LAMP INDICATION
Multiline Terminal External Indicator
S=1 Steady on red Lamp on
1
≤
N < S
(S
≠
1)
Steady on red Lamp off
S
≤
N
(S
≠
1)
Flashing red Lamp on