BusinessPhone – ACD Supervisor
Supervisor Functions

## Silent Intrusion

This is useful when you want to listen in on a conversation of an Agent. Neither the Agent nor the other party gets any indication that you are listening.

Silent Intrusion

Press (pre-programmed).

Or:

Dial.

Agent

Press (pre-programmed).

Press.

The display shows the name and the number of the Agent.

Note:

As long as the Intrusion process is ongoing, the Agent has no possibility to transfer the current call. Clear the Intrusion immediately when you hear any indication that the Agent want to initiate a transfer.

Procedures during the Silent Intrusion:

#### The Agent clears:

The Supervisor takes over the call. The Agent is free again.

Or:

#### The Supervisor clears:

The Agent stays in conversation.

Or:

#### The Supervisor decides to take over the call:

Intrusion

Press to disconnect the Agent (pre-programmed).

Or:

Press to disconnect the Agent.

The other party is connected to you.

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