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Silent Monitor and Barge In 89
Barging In Barge In allows a supervisor to speak to the agent and customer during a
monitored call. While you are silently monitoring a call, your phone
shows
Barge In in the lower right corner of the Display Panel. If you
barge in to the call, the display changes to
SilentM.
You can use Soft button 3 (the button just below Barge In or SilentM to
toggle between silent monitor mode and barge in mode.
Alternatively, to barge in when you are monitoring a call, press Feature +
428. To return to silent monitor mode, press Feature + 425.
To terminate participation in a barged in call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
Blocking Call
Monitoring
An agent can prevent a supervisor from monitoring an outgoing call. This
allows the agent to make private call. Monitor blocking can be enabled
for one call at a time. That is, an agent cannot enable the monitor
blocking feature for all subsequent calls. Furthermore, this feature works
for outgoing calls only; the agent cannot block monitoring for an
incoming call.
Note the following blocking considerations for call monitoring
■ Blocking can be invoked before dialing a call or during a call.
■ The monitor blocking feature can be mapped to a button.
■ After invoking monitor blocking for a call, monitoring is blocked for
the duration of that call. If the call is disconnected (during transfer or a
call park, for example), blocking is disabled and the call can be
monitored. If the call is reconnected (for a park timeout, for example),
blocking is disabled and the call can be monitored.
■ Blocking is effective only for calls that can be monitored. For example,
invoking monitor blocking for a conference call has no effect on the
call because conference calls cannot be monitored.
To block call monitoring on an agent extension to make a private call:
1 Pick up the handset.
2 Press Feature + 429.
The Display Panel shows the following prompt: