3Com 3102 - Whisper

Supervisory Monitoring 91
To monitor an agent’s ACD or Hunt Group call:
1 Pick up the handset.
2 Press Feature + 425. Or press the Access Button if one is configured for
Monitor.
The display panel prompts you for the ACD or Hunt Group extension
number.
3 Enter the ACD or Hunt Group extension number. Press the OK soft
button or press #.
The display panel prompts you for the supervisory monitoring password
for that ACD or Hunt Group.
4 Enter the password. Press OK or #.
The display panel prompts for the extension number of the agent.
5 Enter the extension number. Press OK or #.
■ You join the call, either silently or with a tone announcing the call to
the agent depending on system configuration.
■ Your display panel now shows options to Whisper, Change Agent,
or Barge-In.
■ Only the supervisor’s display panel indicates that supervisory
monitoring is in use.
Whisper Whisper (also called Coaching) allows a supervisor to speak to the agent
during a monitored call without the customer hearing this advice. The
administrator configures the NBX system to specify if a tone audible to
the agent is played when the supervisor enables Whisper.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To whisper to an agent:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Whisper from the display panel.
■ Whisper is enabled for you, either silently or with a tone announcing
the change, depending on system configuration.
■ Your display panel now provides options to Monitor, Change Agent,
or Barge-In.