Special Features Intervening in a Call
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ShoreTel 14.2 ShoreTel Communicator for Windows 73
Intervening in a Call
Using ShoreTel Communicator, you can intervene in an existing call. To intervene in a call you must
have system administration authorization; users whose calls can be interrupted must also be
authorized.
ShoreTel Communicator supports the following types of interventions:
Barge In. Allows you to listen to and speak with all call participants.
Silent Monitor. Makes it possible for you to listen in on a call without any of the call participants
knowing. When a call is being monitored, external callers may hear a monitor tone; system users
are not signaled when their calls are monitored.
Silent Coach. Allows you to speak to your colleague and listen in on the conversation, without the
other party on the call knowing.
Whisper Page. Allows you to speak to your colleague without the other party knowing, and you are
unable to hear the other caller. With Whisper Page you are not listening in on the conversation but
just communicating with your colleague.
You can switch between different types of interventions during a call.
Intervening on a call
1. From the Contacts window, click the appropriate icon for the type of intervention you want to
perform.
You can also use the Call menu to choose the appropriate command for the type of intervention
you want to perform.
2. Using the Make New Call dialog box, specify the extension you want to intervene in and then click
the button of the action you want.
Switching intervention types
1. Select the call in the Active Call area.
2. Click the icon for the appropriate type of intervention to which you want to switch.
You can also use right-click on the active call, and from the resulting menu choose the appropriate
command for the type of intervention o which you want to switch.
Transferring Calls to Special Recipients
ShoreTel Communicator supports the following types of special transfers:
Consult. Connects you to the recipient of the transfer, then sends the call upon your signal. This
allows you to introduce the call to the recipient before the transfer.
Mailbox. Transfers the call to the recipient’s voice mailbox.
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