Planning Applications and Services

Planning and Installation Guide

11 – 21

When an agent is a member of more than one workgroup, that agent can receive calls

from any of the workgroups. When an agent is available to take calls from more than

one workgroup, and the workgroup would select that agent based on the current hunt

pattern for a call, the oldest call is offered to the agent.

Queue Monitor shows calls from all the queues of which the user is a member. If the

user is a member of only one queue, there is no change to the interface. However, if the

user is a member of multiple workgroups, the Queue Monitor shows statistics for each

workgroup, 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 may 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 workgroup.

Barge In and Call Monitor

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 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.

NOTE

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 feature, 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 monitor by selecting an agent.

The agent is on a call with the customer. The customer may be an 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.