Specifications

Planning Applications and Services
11 – 22 ShoreTel, Inc.
The supervisor can barge in on a call he or she is silent monitoring. It is not possible to
revert a barge in call to a monitored call. If desired, the supervisor can hang up and
restart monitoring.
After a barge in, the agent remains the controlling party of the call. A subsequent agent
hook flash disconnects the supervisor, who is the last party added.
Barge In and Silent Monitor Telephony COS Configuration
Each telephony class-of-service (COS) permissions has several additional check boxes
and radio buttons in ShoreWare Director to configure Intercom/Paging, Barge In, Call
Recording, and Silent Monitor.
Allow initiation for Intercom/Paging—If this check box is selected, users within this
COS may place an intercom call or page to other system users. If cleared, then no
intercom/paging can be initiated.
Accept Intercom/Paging—Radio button choices are:
• Accept None: If selected, users within this COS may not receive intercom calls or
pages.
• Accept All: If selected, users within this COS may receive intercom calls or pages
from anyone in the COS.
• Accept Only From: If selected, users within this COS may only receive intercom
calls or pages from the person specified in the associated field.
Allow initiation for barge in—If this check box is selected, users within this COS may
barge in on the calls of other system users. If cleared, then no barge in can be initiated.
Accept barge in—Radio button choices are:
• Accept None: If selected, users within this COS may not receive barge-in’s from
anyone.
• Accept All: If selected, users within this COS may receive barge-in’s from anyone
else in this COS.
• Accept Only From: If selected, users within this COS may only receive barge-in’s
from the person specified in the field accociated with this radio button.
Allow initiation for record others calls—If this check box is selected, users within this
COS may record the calls of other system users. If cleared, then no call recording can be
initiated.
Accept record others calls—Radio button choices are:
• Accept None: If selected, users within this COS may not have their calls recorded
from anyone.
• Accept All: If selected, users within this COS may have their calls recorded from
anyone else in this COS.
• Accept Only From: If selected, users within this COS may only have their calls
recorded by the person specified in the field accociated with this radio button.
Allow initiation for silent monitor—If this check box is selected, users within this
COS may monitor other system users. If cleared, then no monitoring can be initiated.
Accept silent monitor—Radio button choices are:
• Accept None: If selected, users within this COS cannot be monitored by anyone.
• Accept All: If selected, users within this COS can be monitored by anyone else in
this COS.