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.
