Supervisory Monitoring
91
To monitor an agent’s ACD or Hunt Group call:
1
Pick up the handset.
2
Press
Feature
+
425
. Or press the Access Button if one is configured for
Monitor
.
The display panel prompts you for the ACD or Hunt Group extension
number.
3
Enter the ACD or Hunt Group extension number. Press the
OK
soft
button or press
#
.
The display panel prompts you for the supervisory monitoring password
for that ACD or Hunt Group.
4
Enter the password. Press
OK
or
#
.
The display panel prompts for the extension number of the agent.
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
.
Summary of Contents for 3102
Page 18: ...18 CHAPTER 1 GETTING STARTED ...
Page 46: ...46 CHAPTER 4 NBX MESSAGING ...
Page 62: ...62 CHAPTER 5 STANDARD FEATURES ...
Page 106: ...106 CHAPTER 7 GETTING MORE FROM YOUR TELEPHONE SYSTEM ...
Page 112: ...112 CHAPTER 8 FEATURE CODES ...
Page 120: ...120 CHAPTER 9 3COM 3105 AND 1105 ATTENDANT CONSOLES ...
Page 138: ...138 INDEX ...