90
C
HAPTER
9: S
TANDARD
F
EATURES
Monitoring a Call
Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension by entering a feature code:
1
Pick up the handset.
2
Press
Feature
+
425
.
3
Enter the extension of the agent you want to monitor and press
#
.
Alternatively you can combine steps 2 and 3 by using the following single
command after picking up the handset:
*425*<extension>
For
<extension>
, you can either enter the phone extension of the agent,
press a speed dial button mapped to that extension, or press a bridge line
button mapped to that extension.
You can also monitor a call by pressing
Program
+
4
+
1
followed by the
extension to be monitored, then press
#
.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
If you want to join a monitored call, see the following section,
Barging In
.
Barging In
Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, your phone
shows
Barge In
in the lower right corner of the Display Panel. If you
barge in to the call, the display changes to
SilentM
.
You can use Soft button 3 (the button just below
Barge In
or
SilentM
to
toggle between silent monitor mode and barge in mode.
Alternatively, to barge in when you are monitoring a call, press
Feature
+
428
. To return to silent monitor mode, press
Feature
+
425
.
To terminate participation in a barged in call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
