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104
C
HAPTER
7: G
ETTING
M
ORE
FROM
Y
OUR
T
ELEPHONE
S
YSTEM
To monitor an agent’s call:
1
Pick up the handset.
2
Press
Feature
+
425
. Or press the Access Button if one is configured for
Monitor
.
The display panel prompts you for the domain password.
3
Enter the password and press the OK soft button or press
#
.
The system validates the password. If valid, you receive a confirmation
tone and are prompted to enter the agent’s extension.
4
Enter the agent’s extension.
■
If the agent is valid and available, you join the call, either silently or
with a tone announcing the call to the agent depending on system
configuration.
■
Your display panel now shows options to
Whisper
,
Change Agent
,
or
Barge-In
. The display panel on a 3Com 3103 Manager telephone
also shows a Whisper icon.
■
Only the supervisor’s display panel indicates that supervisory
monitoring is in use.
Whisper
Whisper (also called
Coaching
) allows a supervisor to speak to the agent
during a monitored call without the customer hearing this advice. The
administrator configures the NBX system to specify if a tone audible to
the agent is played when the supervisor enables Whisper.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To whisper to an agent:
1
Monitor the agent’s call.
2
Press the soft button to select
Whisper
from the display panel.
■
Whisper is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
■
Your display panel now provides options to
Monitor
,
Change Agent
,
or
Barge-In
. The display panel on a 3Com 3103 Manager telephone
also shows a Whisper icon.
Barge-In
Barge-In allows a supervisor to speak to both the agent and customer
during a monitored call. The administrator configures the NBX system to
Summary of Contents for 3101
Page 18: ...18 CHAPTER 1 GETTING STARTED ...
Page 24: ...24 CHAPTER 2 3COM 3101 AND 3101SP BASIC TELEPHONES ...
Page 44: ...44 CHAPTER 4 NBX MESSAGING ...
Page 90: ...90 CHAPTER 6 PERSONALIZING YOUR TELEPHONE ...
Page 122: ...122 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM ...
Page 146: ...146 APPENDIX A TELEPHONE INSTALLATION AND MAINTENANCE ...
Page 154: ...154 INDEX ...