User`s guide

System Administrator’s Guide – Release 7.2.3.x
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Revised: September 1, 2010
Page 109
21 Call Supervision
Call Supervision is accomplished through a PFK that can be configured on the supervisor’s Allworx phone.
The PFK can be programmed for Barge in, Silent Monitor or Whisper Mode. In addition, the agent’s phone
must be enabled for supervision. This is done by modifying the Call Supervision setting of the agent’s
Handset Preference Group.
To initiate supervision, the supervisor presses the Call Supervision PFK and enters the agent’s extension. If
the supervisor has a BLF PFK for the agent, the session can be initiated by pressing the Call Supervision
PFK followed by the BLF PFK. There will be no indication on the agent’s phone that supervision is in
progress.
Barge in – Once the call is connected, anything the supervisor says will be heard by both participants in the
call. The supervisor can transition to silent monitoring by pressing the Mute button on their phone.
Whisper
(9204 only) – Sounds from the supervisor’s phone are only heard on the agent’s phone. The
supervisor's MUTE button only controls audio going to the agent. The supervisor will not be able to
initiate two-way communications with the third participant.
Silent Monitor
– Sounds from the supervisor’s phone are not heard by either party in the call. The Mute
button on the supervisor’s handset is enabled and is lighted red. The supervisor can speak to the
participants of the monitored call at any time by pressing (disabling) the Mute button.
Important Notes
• The supervision call is terminated when the original call ends.
• The supervision call is terminated if the agent parks the call or puts it on hold.
• The supervisor can put the call on hold without terminating the supervision call.
• The supervisor cannot park or transfer the call to another phone.
• The supervisor can conference in another participant.
• The newly-conferenced participant must press their MUTE button to maintain the silence when in Silent
Monitor mode. Otherwise, their voice will be heard.
• The agent will not be able to conference in another party while the supervision call is in progress unless
the agent is using an Allworx 9204 phone. The agent cannot initiate a conference if the call is being
supervised in Whisper mode.
• The agent will not be able to record a call using Allworx Call Assistant during a supervised call unless
the agent is using an Allworx 9204 phone. The agent cannot record a call if it is being supervised in
Whisper mode.
• The Call History on the agent’s handset will not have any record of that call.
• The supervised calls appear as normal calls between stations in the server’s Call Detail Records.
• The original call and supervised call will be displayed as separate calls in the Live Calls and Call
Assistant Active Calls tab.
• Whisper mode requires that the agent have an Allworx 9204 Phone.