234 CHAPTER 4: U SER CONFIGURATIONcalling into the system (for example, a customer) and a person on-sitewhose job it is to accept incoming calls. Joining calls in progress can helpensure proper customer support.The NBX system does not support Supervisory Monitoring on outgoingcalls.To use Supervisory Monitoring, the supervisor needs:■ the route point extension■ the Supervisory Monitoring password■ the agent’s phone extensionTo set or change the Supervisory Monitoring password, you need first toprovide the system administrator password.The System Administrator configures Supervisory Monitoring parametersusing the Supervisory Monitoring screen of the NetSet Utility.Supervisory Monitoring uses IP Multicast. Since the NBX system has aglobal pool of multicast addresses that Supervisory Monitoring and otherfeatures use, it is possible for the NBX system to exhaust its pool ofmulticast addresses and thus return an error to a monitoring request.SupervisoryMonitoring ModesThis section describes the different modes that a supervisor can employ inorder to monitor incoming calls.As a supervisor, you can employ Supervisory Monitoring in any of thefollowing modes:■ MonitorAllows you to join a call in progress without an alert that is audible byeither the agent or the customer.Silent-Monitor mode requires a password. To start monitoring a call,the supervisor must use one of the following:■ Feature code 425■ Mapped button■ LCD Soft Key (not available on all phones) that the administratorhas configured for this purpose.■ Whisper (also known as Coaching)
