92 CHAPTER 7: GETTING MORE FROM Y OUR T ELEPHONE SYSTEMBarge-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.Change Agent While supervisory monitoring is enabled on a call, a supervisor canchange 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 toneannouncing 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 secondcall. 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 isdropped from the call.
