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Call Monitoring Application

The inbound call agents are monitored by their supervisor, Martha. Martha has one application that collects call handling statistics and a second application that lets her join a call in progress at an agent’s desk. To run these applications, Martha must be given call control privileges and Device/Device monitor, Call/Device monitor and Call/Call monitor privileges on the phones used by the agents. A device group containing the device IDs of the agents is created and entered in Martha’s user profile, and a worktop called ACD SUPV is created.

Table 1. Call Monitoring — Device Group Administration
Device Group Name Device IDs
ACD AGENTS 7701,7702,7711,7712
Table 2. Call Monitoring — User Administration
User ID Worktop Name Call Orig&Term Device Monitoring Call/Device Monitoring Call/Call Monitoring
Martha ACD SUPV ACD AGENTS ACD AGENTS ACD AGENTS Enabled

These permissions might also be required by applications that bill based on telephone usage.