3Com 3C10402B, Administrator'S Manual

Page: 63 / 582

Supervisory Monitoring 63
To enter Whisper or Barge-In mode, you must first enter Monitor
mode, then switch to the appropriate mode.
1 Press the Whisp Soft Key on your telephone.
The agent might hear an announcement tone depending on how you
configured Supervisory Monitoring.
2 Hang up the telephone receiver to end the Monitor session.
Entering Barge-In Mode From Monitor Mode While in Monitor
mode, the supervisor can invoke Barge-In mode.
Barge-In mode immediately inserts the supervisor into the conversation
with the agent and the customer. The supervisor, agent, and customer
can hear and speak with the other parties in the conversation.
To enter Whisper or Barge-In mode, you must first enter Monitor
mode, then switch to the appropriate mode.
1 Press the BrgIn Soft Key on your telephone.
The agent might hear an announcement tone, depending on the way you
configured Supervisory Monitoring.
2 Hang up the receiver to end the Monitor session.
Changing Agents While Monitoring a Conversation While in
Monitor mode, the supervisor can change which agent to monitor.
1 Press the Chg Soft Key on your telephone.
The system prompts for the agent extension and plays a tone.
2 Enter the new extension and press the OK menu option or # key, as
appropriate.
The previous agent’s call is no longer audible to you and the current
agent’s call becomes audible. The current agent might hear an
announcement tone, depending on the way you configured Supervisory
Monitoring.
3 Hang up the receiver to end the Monitor session.
Supervisory
Monitoring Usage
Notes
This section describes general information about Supervisory Monitoring.
Topics include:
■
Special Considerations