92 CHAPTER 7: GETTING MORE FROM YOUR TELEPHONE SYSTEM
Barge-In Barge-In allows a supervisor to speak to both the agent and customer
during a monitored call. The administrator configures the NBX system to
specify whether a tone audible to the agent and customer is played when
the supervisor enables Barge-In.
To use Whisper or Barge-In, a supervisor must first be monitoring the call.
To barge in to a call:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Barge-In from the display panel.
■ Barge-In 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 Whisper.
Change Agent While supervisory monitoring is enabled on a call, a supervisor can
change the agent being monitored.
To monitor a different agent in the same ACD or Hunt Group:
1 Monitor the ACD or Hunt Group call.
2 Press the soft button to select Change Agent.
The display panel prompts you for the extension number of the agent.
3 Enter the extension number of the agent and select OK or press #.
■ You begin to monitor the call, either silently or with a tone
announcing the call to the agent depending on system configuration.
■ Your display panel now provides options to Whisper, Change Agent,
or Barge-In.
Interactions ■ A supervisor can monitor a call, put it on hold, and monitor a second
call. A supervisor can invoke supervisory monitoring on only two calls
(one active and one on hold) at a time.
■ If a customer or agent conferences in an additional caller, or transfers,
parks, or sends a call to voice mail, a supervisor monitoring the call is
dropped from the call.
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