70 CHAPTER 5: STANDARD FEATURES
the VCX administrator to monitor one or more extensions. If you have
been granted monitoring privileges, your administrator will give you a list
of the extensions you can monitor.
To monitor a call on an agent’s extension from a Manager’s Telephone:
1Pick up the handset.
2Press the Feature soft button.
3Scroll to Supervisory Monitoring.
4Press Select.
5Enter the extension of the agent you want to monitor and press Select.
To terminate participation in a monitored call, hang up. This has no effect
on agent-customer communication (the agent-customer session remains
active).
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, 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 agent-customer communication (the agent-customer session remains
active).
Blocking Call
Monitoring
An agent can prevent a supervisor from monitoring an outgoing call. This
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