92CHAPTER 7: STANDARD FEATURES
To terminate participation in a monitored call, hang up. This has no effect on
If you want to join a monitored call, see the following section, Barging In.
Barging In Barge In allows a supervisor to speak to the agent and customer during a monitored call. While you are silently monitoring a call, your phone shows Barge In in the lower right corner of the Display Panel. If you barge in to the call, the display changes to SilentM.
You can use Soft button 3 (the button just below Barge In or SilentM to toggle between silent monitor mode and barge in mode.
Alternatively, to barge in when you are monitoring a call, press Feature + 428. To return to silent monitor mode, press Feature + 425.
To terminate participation in a barged in call, hang up. This has no effect on
Blocking Call An agent can prevent a supervisor from monitoring an outgoing call. This Monitoring allows the agent to make private call. Monitor blocking can be enabled
for one call at a time. That is, an agent cannot enable the monitor blocking feature for all subsequent calls. Furthermore, this feature works for outgoing calls only; the agent cannot block monitoring for an incoming call.
Note the following blocking considerations for call monitoring
■Blocking can be invoked before dialing a call or during a call.
■The monitor blocking feature can be mapped to a button.
■After invoking monitor blocking for a call, monitoring is blocked for the duration of that call. If the call is disconnected (during transfer or a call park, for example), blocking is disabled and the call can be monitored. If the call is reconnected (for a park timeout, for example), blocking is disabled and the call can be monitored.
■Blocking is effective only for calls that can be monitored. For example, invoking monitor blocking for a conference call has no effect on the call because conference calls cannot be monitored.
