3Com NBX 900-0208 - Manual (Page 89)

Supervisory Monitoring 89
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.
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Barge-In is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
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Your display panel now provides options to Monitor, Change Agent,
or Whisper.
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 #.
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You begin to monitor the call, either silently or with a tone
announcing the call to the agent depending on system configuration.
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Your display panel now provides options to Whisper, Change Agent,
or Barge-In.
Interactions
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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.
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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.
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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.