108 CHAPTER 7: G ETTING MORE FROM Y OUR T ELEPHONE SYSTEMSupervisors — are people using the supervisory monitoring password tomonitor the agent’s call. The supervisor must provide the password of thesupervisory monitoring domain that has the agent (user) listed. Thesupervisor must use a 3Com Telephone with a display panel andappropriate soft buttons; not a 3Com Entry Telephone, 3Com CordlessTelephone, or an analog telephone.Customers — are people who make an incoming call to an agent(supervisory monitoring domain member). A customer can be an internalor external caller.Monitor — allows the supervisor to listen to a call.Whisper — allows the monitoring supervisor to speak to the agentwithout the customer hearing.Barge-In — allows the supervisor to speak to both the agent and thecustomer.Call Privacy Call Privacy allows a user to prevent a call from being monitored. NBXtelephone users can toggle Call Privacy on and off to block or acceptsupervisory monitoring on a call-by-call basis. (In contrast, membership inthe Privacy List domain set by the administrator ensures that all callsassociated with this user cannot be monitored.)The NBX administrator can enable or disable Call Privacy for each Class ofService (CoS) user group.If your administrator assigned you to a CoS group that allows Call Privacy,you can use Feature code 428 to prevent your current call from beingmonitored. You can view whether or not you are allowed to activate CallPrivacy by logging in to the NBX NetSet utility and going to My CallingPrivileges > Call Permissions. You are allowed to activate Call Privacy ifthe Call Privacy feature is enabled. You can activate this feature before acall (for example, by going off-hook and dialing Feature code 428 andthen dialing an internal or external call), or during a call (for example,dialing Feature code 428 after answering an incoming call). Theadministrator may also map Feature code 428 to one of your telephonesystem access buttons.
