3Com NBX 100 Administrator's Manual page 289

Entering Whisper Mode From Silent-Monitor Mode
While in Silent-Monitor mode, the supervisor has option of invoking
Whisper mode.
To enter Whisper or Barge-In mode, you must first enter Silent-Monitor
mode, then switch to the appropriate mode.
1 Press the Whisp Soft Key on your telephone.
The NBX system prompts for the agent extension and plays a tone.
2 Enter the new extension and press the OK menu option or "#" key, as
appropriate.
The agent you changed to becomes audible in Whisper mode. The agent
might hear an announcement tone, depending upon the way Supervisory
Monitoring was previously configured in NetSet.
3 End the Silent-Monitor session by hanging up the receiver
The supervisor in Whisper mode can join as well as listen to the
conversation between the agent and the customer. The supervisor can,
for example, speak and provide information or a suggestion to the agent.
The agent hears the suggestions of the supervisor and also the
conversation of the customer. The customer is able to hear the agent
only.
Entering Barge-In Mode From Silent-Monitor Mode
While in Silent-Monitor mode, the supervisor has option of invoking
Barge-In mode.
To enter Whisper or Barge-In mode, you must first enter Silent-Monitor
mode, then switch to the appropriate mode.
1 Press the BrgIn Soft Key on your telephone.
The NBX system prompts for the agent extension and plays a tone.
2 Enter the new extension and press the OK menu option or "#" key, as
appropriate.
The agent you changed to becomes audible in Barge-In mode. The agent
might hear an announcement tone, depending upon the way Supervisory
Monitoring was previously configured in NetSet.
3 End the Silent-Monitor session by hanging up the receiver.
Using Supervisory Monitoring 289