3Com 3C10401A User Guide - Page 92

92 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM Change Agent While supervisory monitoring is enabled on a call, a supervisor can change the agent being monitored. To monitor a different agent in the same ACD or Hunt Group: 1 Monitor the ACD or Hunt Group call. 2 Press the soft button to select Change Agent. The display panel prompts you for the extension number of the agent. 3 Enter the extension number of the agent and select OK or press #. ■ You begin to monitor the call, either silently or with a tone announcing the call to the agent depending on system configuration. ■ Your display panel now provides options to Whisper, Change Agent, or Barge-In. Interactions ■ A supervisor can monitor a call, put it on hold, and monitor a second call. A supervisor can invoke supervisory monitoring on only two calls (one active and one on hold) at a time. ■ If a customer or agent conferences in an additional caller, or transfers, parks, or sends a call to voice mail, a supervisor monitoring the call is dropped from the call. ■ If a customer or agent puts a call on hold before a supervisor attempts to monitor it, the supervisor will not be able to monitor the call. If a customer or agent puts a call on hold after a supervisor is monitoring it, the supervisor will not be dropped from the call. Call Park Use Call Park to place a call in a "holding pattern" and make it available for another person to pick up from any telephone on the system. Use the internal paging feature, the external paging feature, or both, to announce the call. The recipient can retrieve the call from any 3Com Telephone or analog telephone by dialing the Call Park extension that you give during your announcement. This feature is useful in any of these circumstances: ■ The recipient is elsewhere in the building. ■ You want to continue a call on another telephone, for instance, in a conference room for privacy, and transferring the call does not give you enough time to retrieve it.