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Silent Monitor and Barge In 69
■ The agent is not on a call.
■ The agent is currently monitored by another supervisor.
While in Silent Monitor mode, the supervisor can join the conversation by
entering the feature code for Barge In. After barging in, the supervisor
can return to Silent Monitor mode by reentering the Silent Monitor
feature code. See Barging In
.
A user can ensure a private call by blocking Silent Monitor and Barge In.
To make a private call, the user enters a feature code before dialing the
call.
Note the following Silent Monitor and Barge In feature conditions and
restrictions:
■ Multiple supervisors cannot monitor the same extension at the same
time.
■ If an agent parks a monitored call, initiates a conference, or transfers
the call, the supervisor will be disconnected from the session.
■ If a supervisor attempts to park, conference, or transfer a monitored
call, the action will be ignored and the Display Panel shows
Not
supported operation
.
■ If a customer or agent terminates a monitored call by hanging up, the
supervisor will be disconnected from the session.
■ Supervisors cannot monitor conference calls.
■ The agent, the customer, and the supervisor can place a monitored
call on hold. The results depend on who places the call on hold and
whether or not Music On Hold (MOH) is enabled.
■ If the VCX call processor fails during an established silent monitoring
or barge in session, the audio is not affected. However, none of the
parties in the call can invoke mid-call features.
■ The supervisor can monitor a Hunt Group call by selecting the
member's extension, not the Hunt Group's extension.
■ Bridge line connected calls can be monitored by selecting the
extension of the connected party (primary or secondary, depending on
who is connected).
Monitoring a Call Silent Monitor allows a supervisor to listen to calls that come in to an
agent’s extension. The supervisor must be granted explicit permission by