help • 5 Call features • Listening in • Listening in to calls
5.5.3 Listening in to calls
As a supervisor you can listen in to calls from agents. Before a supervisor can listen in, the respective rights must be granted to him. These are managed in privacy groups, see 6.3 Privacy groups.
To listen in to a call
1 As a supervisor enter the respective system extension, see App. A: System extensions.
*You hear an announcement, asking you to enter the extension of the agent you want to listen in to.
2 Enter the extension of the agent you want to listen in to.
* If the agent is in an active call, you are immediately added to the call. If the agent is not in a call, you will hear music on hold and you will be added to the call as soon as the agent starts a new call.
*The agent hears a notification, informing him that a supervisor is listening. The caller will not hear the announcement.
3 If applicable, press 1 to switch to Listening in mode.
or
3 If applicable, press 2 to switch to Consultation mode.
*You are switched to the respective listening mode.
4 If the agent is in multiple active calls, press 3 to switch between calls.