INTRODUCTION
This document explains authorization of call monitoring for call center Supervisors, how Supervisors can join the ongoing calls and how Supervisors can do listening, barge-in, recording methods.
1.Defination of Supervisor Authority
- Go to Management > Agents
- Click on Extension Access section. The Unassigned numbers to Supervisor are under Unassigned column, authorized numbers move to Assigned column by arrow sign à
- Before Supervisor monitornig the ongoing call, Supervisor must check real time listening code under Infrastructure Management > Server Settings. For his document the code is 556.
- Scroll down the secreen and check the Feature Codes > Real Time Listening Code section. This information is important for Supervisor to join the ongoing calls.
⚠ Real Time listening code is only changed by Admin. This code is visible for only Admin.
- Go to Application > Agent Desktop. Check the microfone is active.
- The screen below is where the Supervisor monitors calls. The Supervisor can follow Agent’s status (active, on break, launch, medical .. etc.) and can join ongoing calls.
- If The Supervisor wants to join the call, Supervisor adds the Agent’s number in ‘’Number to Dial’’ field, placing it near 556.
- Supervisor can manage the monitored call from the dialing screen. Using numbers are 4-5 & 6 for this document.
4 Number - SPY (LISTEN)
Supervisor is in listening mode here. Supervisor has no permission to speak. Customer or Agent do not hear Supervisor's voice, do not notice Supervisor's presence. No recording except active call
5 Number - WHISPER
The supervisor can guide the agent verbally only. The customer can not hear this guidance, and the supervisor’s voice is not recorded.
6 Number – BARGE-IN
The Supervisor can join the call actively. Both Agent and Customer can hear Supervisor’s voice. Supervisor’s voice is recorded.