3Com 3C10402B Administrator's Manual page 62

62 C 3: F
HAPTER EATURE
S
ETTINGS
If the agent is not on an call, the display panel displays IDLE and allows
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you to enter another extension.
If the agent is not logged into the system, the display panel displays a
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message to that effect, and allows you to take another action.
If the agent is already being monitored, the display panel displays a
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message to that effect, and allows you to take another action.
If the agent is free to be monitored, the conversation becomes
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audible, and the system plays an announcement tone if it has been
configured to do so.
While you monitor a call, you can change the agent extension and the
supervisory monitoring mode.
5 To end the Monitor session, hang up the telephone receiver.
The supervisor's display panel is the only display panel that displays menu
options or indications that the Supervisory Monitoring feature is in use.
(The agent's display panel does indicate that Supervisory Monitoring is in
use.)
Changing Agents and Changing Modes While Monitoring
While you listen to a call in Monitor mode, the telephone display panel
provides options to allow you to choose Barge-In mode, Whisper mode,
or to change to another agent's call.
The display panel displays the extension of the agent currently being
monitored, as well as these menu options:
Whisp
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Chg
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BrgIn
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Entering Whisper Mode From Monitor Mode While in Monitor
mode, the supervisor can invoke Whisper mode.
The supervisor in Whisper mode can join, as well as listen to, the
conversation between the agent and the customer. For example, the
supervisor can provide information or a suggestion to the agent. The
agent hears the supervisor's suggestions in addition to the conversation
with the customer. The customer can hear the agent only.