Supervisory Monitoring 915 Enter the extension number. Press OK or #.■ You join the call, either silently or with a tone announcing the call tothe 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 supervisorymonitoring is in use.Whisper Whisper (also called Coaching) allows a supervisor to speak to the agentduring a monitored call without the customer hearing this advice. Theadministrator configures the NBX system to specify if a tone audible tothe 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 announcingthe change, depending on system configuration.■ Your display panel now provides options to Monitor, Change Agent,or Barge-In.Barge-In Barge-In allows a supervisor to speak to both the agent and customerduring a monitored call. The administrator configures the NBX system tospecify whether a tone audible to the agent and customer is played whenthe 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 announcingthe change, depending on system configuration.■ Your display panel now provides options to Monitor, Change Agent,or Whisper.
