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DEFINITY ECS Release 8.2
Administrator’s Guide
555-233-506
Issue 1
April 2000
Managing group communication
387Observing calls
14
4. In the Grp field, type 1.
This is the number of the intercom group. Since an extension can belong to
more than one intercom group, you must assign a group number to
intercom buttons.
5. In the DC field, type
2.
This is the dial code for extension 2011, the destination extension.
6. Press
ENTER to save your changes.
7. Repeat steps 1–6 for extension 2011.
Assign a dial code of
1 to 2011’s automatic intercom button.
To give a member of a group the ability to make intercom calls to all the other
members, administer a Dial Intercom button on the member’s phone. Type the
number of the intercom group in the Grp field beside the Dial Intercom button.
You can also give one user instant, one-way access to another. For example, to
give user A instant, one-way access to user B, administer an Automatic Intercom
button on A’s phone only. You don’t have to administer any intercom button on
B’s phone. If B has a Dial Intercom button, he can make an intercom call to A the
same way as he would to any other group member.
When users are in the same call pickup group, or if Directed Call Pickup is
enabled on your switch, one user can answer an intercom call to another user. To
allow users to pick up intercom calls to other users, you must enter y in the Call
Pickup on Intercom Calls field on the
Feature-Related System Parameters screen.
Related topics
Refer to ‘‘
Abbreviated Dialing’’ on page 1129 for information on another way for
users to call each other without dialing complete extension numbers.
Refer to ‘‘
Intercom’’ on page 1377 for detailed information on intercom
functions.
Observing calls
Use this procedure to allow designated users, normally supervisors, to listen to
other users’ calls. This capability is often used to monitor service quality in call
centers and other environments where employees serve customers over the phone.
On DEFINITY ECS, this is called “service observing” and the user observing
calls is the “observer.”