Section 12.4.4. Administration

12.4.4. Administration

Activate Whisper Announcement in the system

CHA-ZANDE:TYPE=ACD,WHISANN=YES;

Configure digit analysis results

This allows Whisper Announcement to be activated using a speed dial code.

ADD-WABE:CD=xxx,DAR=WHISANN;

CD	-->	Number used to activate the feature on the supervisor telephone
DAR=WHISANN	-->	Whisper Announcement

Only extensions with the corresponding authorization can be used for monitoring purposes.

Authorize the supervisor to monitor and whisper agent calls.

Call monitoring must be activated individually for each agent.

CHA-SDAT:STNO=AgentNr,TYPE=ATTRIBUT,
AATTR=CBSTMON;

STNO	-->	Number of member for which monitoring is authorized
AATTR=CBSTMON	-->	Configures an attribute: The agent's calls may be monitored

Authorize the supervisor for monitoring

Monitoring authorization must be defined individually for each supervisor.

CHA-SDAT:STNO=SupervisorNr,TYPE=ATTRIBUT,
AATTR=CASTMON;

STNO	-->	Supervisor member number
AATTR=CASTMON	-->	The station is authorized to monitor agent calls

Define a Whisper Announcement key for the supervisor station.

CHA-TAPRO: STNO=SupervisorNr,KYxy=WHISANN;

Define whether the agent's ID or number must be entered in order to activate monitoring.

CHA-ACDSD:TYPE=SYS,AGTTARGT=EXT and ID

AGTTARGT=EXT	-->	to monitor agent calls, the EXTENSION is entered
AGTTARGT=ID	-->	to monitor agent calls, the AGENT ID is entered

Monitor a call

Do one of the following actions on a telephone authorized for monitoring:
1. Ppress the Whisper Announcement key
  or
2. Enter the code for Whisper Announcement.
Enter the processor number of the agent whose calls you wish to monitor:
1. If AMO ACDSD, TYPE=SYS, AGTTARGT=ID was used to define that the agent ID is to be used:
  ENTER LOGON ID
2. If AMO ACDSD, TYPE=SYS, AGTTARGT=EXT was used to define that the agent number is to be used:
  ENTER STATION NO.
When a correct processor number is entered but
1. monitoring is not authorized for this agent, the function is aborted and the message NOT AUTHORIZED is output.
2. this agent is already being monitored by another supervisor, the function is also aborted and the message 'NOT POSSIBLE' is output.

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