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104 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
To monitor an agent’s 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 domain password.
3 Enter the password and press the OK soft button or press
#
.
The system validates the password. If valid, you receive a confirmation
tone and are prompted to enter the agent’s extension.
4 Enter the agent’s extension.
■ If the agent is valid and available, 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. The display panel on a 3Com 3103 Manager telephone
also shows a Whisper icon.
■ 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 agent’s 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. The display panel on a 3Com 3103 Manager telephone
also shows a Whisper icon.
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