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70 CHAPTER 5: STANDARD FEATURES
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension from a Manager’s Telephone:
1 Pick up the handset.
2 Press the Feature soft button.
3 Scroll to Supervisory Monitoring.
4 Press Select.
5 Enter the extension of the agent you want to monitor and press Select.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
If you want to join a monitored call, see the following section, Barging In
.
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, 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