Supervisory Monitoring 91To 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 forMonitor.The display panel prompts you for the ACD or Hunt Group extensionnumber.3 Enter the ACD or Hunt Group extension number. Press the OK softbutton or press #.The display panel prompts you for the supervisory monitoring passwordfor 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 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.
