Specifications

AltiSupervisor Manual 15
Using AltiSupervisor
— off hook
—intheForward All Calls (FWD) state
—intheDo Not Disturb (DND) state
—inWrap-up after a call
• For an agent’s outbound workgroup call to another agent in the
workgroup, the Caller ID field will show the direction of the call (=>
means an outgoing call, <= means an incoming call)
and the caller ID of the incoming caller/outgoing call.
To change views and print data:
Click the workgroup pilot extension tab at the bottom of the panel to view
data for agents in another workgroup.
Click Print to print the current window data.
Monitoring—Listening in and Barging In
If your system and extension are configured to provide these functions, you
can listen to (silent monitor) 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.
Note: These features not only require the appropriate extension
permissions, but also a Triton Resource Board to be installed in the
AltiWare/AltiContact Manager system. If you attempt 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
which belongs to you, regardless of the agent’s login/logout status.
You can monitor and barge-in on an agent's personal call through
AltiSupervisor or from the phone interface (using #59).
You cannot use listen or barge in on 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