Specifications

18 AltiSupervisor Manual
Listening in, Barging In, Coaching
If your system and extension are configured to provide these functions, you
can listen to (silently monitor) an agent’s calls and, if necessary, intervene
and enter the conversation in progress, sometimes called barging into the
call. Essentially, barging in is to create a conference call with the agent, the
caller, and yourself. You can also choose to coach the agent – tell the agent
what to say without the caller hearing you.
Note: These features not only require the appropriate extension
permissions, but also a Triton Resource Board to be installed in the
AltiWare ACC/ACM system. If you try to make use of these
features when there is no board present, you’ll get a fast busy
signal.
You can monitor an agent’s incoming/outgoing calls for the workgroup that
belongs to you, regardless of the agent’s login/logout status.
You can monitor, barge-in on, and coach an agent's personal call through
AltiSupervisor or from the phone interface (using #59).
You cannot listen, barge in on, or coach parked calls, calls on hold, or calls
in conference.
WARNING: Listening in to or recording a conversation without the
consent of one or both parties may be a violation of local,
state and federal privacy laws. It is the responsibility of the
users of this feature to assure they are in compliance with all
applicable laws.
Listening In
When you listen in to a call, you cannot be heard.
To listen in to a call
1. On the Agent State tab, click to select an agent connected to an
incoming workgroup call.
2. Click the Listen button to ring your extension, then listen in by phone
or headset.
Alternatively, using the handset, press # 59 + <agent extension> +
<workgroup password> + 1.
3. When you are finished monitoring, click the Hang Up button.
The Hang Up button appears on the tab after you click Listen.