Call monitoring allows a supervisor to eavesdrop on a call, whisper to an internal agent (without the calling customer hearing) or barge in as a third party into an ongoing call.
The most common scenario is in a call center where a call agent is speaking with a customer and the supervisor wants to monitor the call.
Note that the parties on the call being monitored will not be notified that monitoring has started
Permissions
The monitoring permissions are controlled by specific monitor groups.
Solgari Support will configure these for you by request (define the internal agents to be monitored & supervisors who are allowed to monitor).
Please contact Solgari if you want to set up monitoring on your system. This feature is not enabled by default.
Monitoring modes
The base mode for monitoring is Listen, where the supervisor can hear both call participants, but neither of the call participants can hear the supervisor.
Other modes are
- whisper (only the internal agent can hear the supervisor speak)
- barge-in (internal agent and customer can hear the supervisor speak - basically a 3-way conference) and
- barge-break (supervisor can force the call to disconnect)
How to start monitoring a call
You can start a monitoring session - or by calling a short-code from your extension
To start a listen mode monitor, dial 880*XXX from your Solgari extension
(where XXX is the extension number of the user whose call the supervisor wants to monitor)
This starts the monitor in listen mode - agent's and customer's voices will now be sent to the supervisor.
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Example: 2. the supervisor can begin to monitor (listen mode) by dialling the code 880*102 |
The supervisor can also go into whisper/barge/barge-break mode directly (without the inital step of starting in listen mode) with the following direct short codes -
- 880*XXX*2 - Monitor the call and whisper to extension XXX
- 880*XXX*3 - Barge-in to extension XXX's call (3-way conference)
- 880*XXX*4 - Barge-break - immediately drop the call
Changing the monitoring mode during a monitor
During a monitoring session, the supervisor can change the monitoring mode as follows (regardless of how the monitor was started). This can be changed multiple times during the call.
- Press 1 on the keypad to change to listen, (supervisor can hear the conversation, but they cannot be heard)
- Press 2 on the keypad to change to whisper, (only agent whose extension was entered in the dial code hears the supervisor)
- Press 3 to elevate to barge-in (this turns the call into a 3-way conference),
- Press 4 to to barge-break the call (this forces the call to disconnect for all)