User guide

System Administrator’s Guide – Release 7.5
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Toll Free 1-866-ALLWORX • 585-421-3850 • www.allworx.com
Revised: April 9, 2013
Page 171
24 Call Supervision
Accomplish the Call Supervision through a PFK configured on the supervisor’s Allworx
phone. Program the PFK for Barge in, Silent Monitor or Whisper Mode. In addition,
enable the agent’s phone for supervision 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, press the Call
Supervision PFK followed by the BLF PFK to initiate the session. There is no indication
on the agent’s phone that supervision is in progress.
• Barge in – Once the call is connected, both participants in the call hear anything
the supervisor says. The supervisor can transition to silent monitoring by
pressing the Mute button on the phone.
• Whisper (Allworx 9202E and 9204 handsets only) – Sounds from the supervisor’s
phone are only heard by the agent and are not heard by the other participant.
The supervisor's MUTE button controls audio going to the agent. The supervisor
will not be able to initiate two-way communications with the other participant.
• Silent Monitor – Either party in the call does not hear sounds from the
supervisor’s phone. 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 terminates when the original call ends.
• The supervision call terminates 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 new conference participant must press their MUTE button to maintain the
silence when in Silent Monitor mode. Otherwise, the participants will hear
anything spoken.
• 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 during a supervised call 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 during a supervised call 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.