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WhisperPage 107
■ A supervisor cannot monitor an agent who is a member of the Privacy
List domain. Likewise, a supervisor cannot monitor an agent who is on
a call with a party who is a member of the Privacy List domain.
■ A supervisor cannot monitor an agent who has activated Call Privacy
(Feature code 428).
■ 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.
■ A supervisor cannot monitor a call where WhisperPage is being used.
For more information on using WhisperPage, see
“WhisperPage” later
in this chapter.
■ 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.
For additional tips and considerations on using Supervisory Monitoring,
see your system administrator.
WhisperPage The WhisperPage feature allows you to dial an NBX extension that is
involved in an active conversation with another person and speak to that
person without the other party on the call being able to hear you.
WhisperPage is typically used in the workplace by an assistant and
manager. While a manager is on a call, an assistant can start a
WhisperPage session to alert the manager of an important meeting or
call. During the WhisperPage session, the assistant cannot hear the
manager or the third party and the third party cannot hear the comments
of the assistant.
If the manager is not on an active call when the assistant starts a
WhisperPage session, the call is placed just as if the assistant dialed the
manager’s extension.