Barging In; Blocking Call Monitoring - 3Com VCX Manual

Barging In

Blocking Call Monitoring

2) Press Feature + 425.
3) Enter the extension of the agent you want to monitor and press #.
Alternatively you can combine steps 2 and 3 by using the following single command
after picking up the handset:
*425*<extension>
For <extension>, you can either enter the telephone extension of the agent, press a
speed dial button mapped to that extension, or press a bridge line button (Basic phones
do not support bridging) mapped to that extension.
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.
Barge In allows a supervisor to speak to the agent and customer during a monitored call.
While you are silently monitoring a call, your telephone 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).
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: