Specifications

ShoreTel 9.1 Page 49
Silent Coach
Introduction
Definition
Silent Coach is a ShoreTel client feature that allows a user to intervene in another user’s
active call and communicate with that user. The initiator can speak to the specified user
and listen to all other call participants. The specified user is the only call participant that
can hear the initiator. A Telephony Class of Service assigns Silent Coach rights. Silent
Coach can be initiated through various ShorePhone models or through Call Manager.
This feature also provides the capability for the initiator to switch between Silent Monitor,
Barge In, and Silent Coach functions for the same call.
Background
Previous ShoreTel versions provided Silent Monitor, Barge In, and Whisper Page functions.
Silent Coach differs from these features as follows:
• Silent Monitor: The initiator cannot speak to or be heard by any call party.
• Barge In: The initiator can be heard by and speak to all call participants.
• Whisper Page: The initiator can only listen to, speak to, or be heard by the user whose
call was interrupted.
Terms
New Terms
Silent Coach Silent Coach is a ShoreTel client feature that allows a user to intervene in a
specified user’s active call and communicate with that user. The initiator can speak to
the specified user and listen to all other call participants. The specified user is the only
call participant that can hear the initiator. A Telephony Class of Service sets Silent
Coach rights.
Established Concepts
Barge In Barge In is a ShoreTel function that allows a user to enter another user’s active call.
The initiator can listen and speak to all other call participants. A Telephony Class of
Service sets Barge In rights.
Class of Service (CoS) A class of service grants permission to a specified set of features and
privileges. Users assigned to a class of service can access the specified features and
privileges. ShoreTel defines three types of service classes: telephony features, call
permissions, and voicemail permissions.
Silent Monitor Silent Monitor is a ShoreTel function that allows a user to listen to another
user’s call without being heard by any of the call participants. When a call is monitored,
external callers may hear a monitor tone; system users are not signaled. A Telephony
Class of Service sets Silent Monitoring rights.
Whisper Page Whisper Page is a ShoreTel client feature that allows a user to interrupt an
active call and speak with an internal user. The other call party and the initiator are not