Supervisory Monitoring 63To enter Whisper or Barge-In mode, you must first enter Monitormode, then switch to the appropriate mode.1 Press the Whisp Soft Key on your telephone.The agent might hear an announcement tone depending on how youconfigured Supervisory Monitoring.2 Hang up the telephone receiver to end the Monitor session.Entering Barge-In Mode From Monitor Mode While in Monitormode, the supervisor can invoke Barge-In mode.Barge-In mode immediately inserts the supervisor into the conversationwith the agent and the customer. The supervisor, agent, and customercan hear and speak with the other parties in the conversation.To enter Whisper or Barge-In mode, you must first enter Monitormode, then switch to the appropriate mode.1 Press the BrgIn Soft Key on your telephone.The agent might hear an announcement tone, depending on the way youconfigured Supervisory Monitoring.2 Hang up the receiver to end the Monitor session.Changing Agents While Monitoring a Conversation While inMonitor mode, the supervisor can change which agent to monitor.1 Press the Chg Soft Key on your telephone.The system prompts for the agent extension and plays a tone.2 Enter the new extension and press the OK menu option or # key, asappropriate.The previous agent’s call is no longer audible to you and the currentagent’s call becomes audible. The current agent might hear anannouncement tone, depending on the way you configured SupervisoryMonitoring.3 Hang up the receiver to end the Monitor session.SupervisoryMonitoring UsageNotesThis section describes general information about Supervisory Monitoring.Topics include:■ Special Considerations
