3Com 3C10401A User Guide - Page 91

Whisper, Barge-In, Monitor the ACD or Hunt Group call.

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Supervisory Monitoring 91 5 Enter the extension number. Press OK or #. ■ 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. ■ 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 ACD or Hunt Group 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. 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 specify whether a tone audible to the agent and customer is played when the supervisor enables Barge-In. To use Whisper or Barge-In, a supervisor must first be monitoring the call. To barge in to a call: 1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Barge-In from the display panel. ■ Barge-In 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 Whisper.

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Supervisory Monitoring
91
5
Enter the extension number. Press
OK
or
#
.
■
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
.
■
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 ACD or Hunt Group 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
.
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
specify whether a tone audible to the agent and customer is played when
the supervisor enables Barge-In.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To barge in to a call:
1
Monitor the ACD or Hunt Group call.
2
Press the soft button to select
Barge-In
from the display panel.
■
Barge-In 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
Whisper.