User`s guide

Allworx Server Administrator’s Guide Version 7.6
1-866-ALLWORX * 585-421-3850 Page 171
www.allworx.com
Revised: 11/22/13
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 phone for supervision by modifying the agent Call Supervision setting
of the 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 – After connecting the call, 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 (available to agents using Allworx 9202E and 9204 handsets only) –
Only the agent hears sounds from the supervisor’s phone, not the other
participant. The supervisor's MUTE button controls audio going to the agent.
The supervisor cannot 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 supervisor’s handset enables the Mute button and
lights red. The supervisor can speak to the participants of the monitored call at
any time by pressing (disabling) the Mute button.
Important Notes
• The supervised call terminates when the original call ends.
• The supervised call terminates if the agent parks the call or puts it on hold.
• The supervisor can put the call on hold without terminating the supervised call.
• The supervisor cannot park or transfer the call to another phone.
• The supervisor can conference in another participant.
• The supervisor must press the MUTE button to maintain the silence when in
Silent Monitor mode. Otherwise, the participants hear anything spoken.
• The agent cannot conference-in another party while the supervised call is in
progress unless the agent is using an Allworx 9204 phone. The agent cannot
initiate a conference during a supervised calling Whisper mode.