3Com 3103 - NBX Manager VoIP Phone, Руководство пользователя

Страница: 101 / 148

Supervisory Monitoring 101
Monitor Monitor (also called Silent Monitor ) allows an authorized supervisor to
listen to calls that are received or initiated by an agent who does not have
privacy enabled and is a member of the supervisor’s monitoring domain.
The administrator configures the NBX system to specify whether a tone
audible to the agent plays when the supervisor joins to monitor the call.
To monitor an agent’s call using a 3Com Manager’s Telephone:
1 Press the Features soft button.
2 Scroll to Supervisory Monitoring .
3 Press Select .
The display panel prompts you for the domain password.
4 Enter the password and press .
The system validates the password. If valid, you receive a confirmation
tone and are prompted to enter the agent’s extension.
5 Enter the agent’s extension. Press .
You can also press the Access Button if one is configured for Monitor
and follow the prompts.
■
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.
#
#