104 CHAPTER 7: GETTING MORE FROM Y OUR T ELEPHONE S YSTEMTo monitor an agent’s 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 domain password.3 Enter the password and press the OK soft button or press #.The system validates the password. If valid, you receive a confirmationtone and are prompted to enter the agent’s extension.4 Enter the agent’s extension.■ If the agent is valid and available, you join the call, either silently orwith a tone announcing the call to the agent depending on systemconfiguration.■ Your display panel now shows options to Whisper, Change Agent,or Barge-In. The display panel on a 3Com 3103 Manager telephonealso shows a Whisper icon.■ 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 agent’s 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. The display panel on a 3Com 3103 Manager telephonealso shows a Whisper icon.Barge-In Barge-In allows a supervisor to speak to both the agent and customerduring a monitored call. The administrator configures the NBX system to
