help • 5 Call features • Listening in • Requirements
5.5.1 Requirements
In order to use the Listening in feature, make sure that the following requirements are met:
*Supervisors must have permission to listen in on a user extension. Listening in permissions are granted in privacy groups, see also 6.3 Privacy groups
*Make sure you comply with European and national laws and regulations on call monitoring
Some general guidelines for listening in for training and coaching purposes are:
*Employees should be informed that they can be listened to, how this work and what the purpose is
*Listening in can only be used for training and coaching purposes and should not be used for other purposes
*Only routine calls with business content intended for the company are listened in, e.g. calls to main company, service or information numbers
*Employees should be notified when a supervisor is listening in. In Enreach Contact, this is done by playing a notification to the relevant agent announcing that a supervisor is starting to listen in
*Calls that were listened in to, have to be evaluated immediately with the colleague concerned