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1 Pick up the handset.
2 Press the
Feature
soft button.
3 Scroll to
Advanced Settings
.
4 Scroll to
Supervisory Monitoring
.
5 Press
Select
.
6 Enter the extension of the agent you want to monitor and press
Select
.
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.
To barge in when you are monitoring a call, press
Feature + 428
. To return to silent
monitor mode, press
F 6 +
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).
Blocking Call Monitoring
An agent can prevent a supervisor from monitoring an outgoing call. This allows the
agent to make private calls. Monitor blocking can be enabled for one call at a time. That
is, an agent cannot enable the monitor blocking feature for all subsequent calls.
Furthermore, this feature works for outgoing calls only; the agent cannot block
monitoring for an incoming call.
Note the following blocking considerations for call monitoring
Blocking can be invoked before dialing a call or during a call.
The monitor blocking feature can be mapped to a button.
After invoking monitor blocking for a call, monitoring is blocked for the duration of that
call. If the call is disconnected (during transfer or a call park, for example), blocking is
disabled and the call can be monitored. If the call is reconnected (for a park timeout,
for example), blocking is disabled and the call can be monitored.
Blocking is effective only for calls that can be monitored. For example, invoking
monitor blocking for a conference call has no effect on the call because conference calls
cannot be monitored.
To block call monitoring on an agent extension to make a private call:
1 Pick up the handset.
2 Press
F 6 +
429
.
The Display Panel shows the following prompt:
Enter the
phone number:
Press # to complete!
3 Enter the extension of the private call and press
#
.
Alternatively you can combine steps 2 and 3 by using the following single command after
picking up the handset:
*429*<extension>
