User guide

Supervising other users’ calls 5-10
Chapter 5: Placing Calls in ViewPoint
Wave ViewPoint User Guide
Each supervise command is available only if you have permission to use that command and the
user is configured to allow being supervised with that command. Talk to your Wave system
administrator about whether you can monitor, coach, and join other users’ calls, and which users
you can supervise, if any.
Note: When supervising a call with multiple users, all other users in the call must be
configured to allow being supervised with that mode. If even one user already in the call does
not permit being supervised, you cannot supervise the call.
Depending on your system setup, if the person you are supervising leaves the call—for example,
transfers it to someone else—you are disconnected.
To supervise another user’s call using ViewPoint:
1. Select one of the following:
• A call in the Call Monitor or a queue.
• A user in the Extensions list who is currently on a call.
2. Choose
Actions > Supervise, and select the supervisor mode you want to use. The option
is available only if both you and the other users in the call permit that supervisor mode.
To supervise another user’s call using the telephone:
1. Pick up the phone and enter one of the following commands at the dial tone:
•
*57. Join.
•
*58. Coach.
•
*59. Monitor.
2. Enter the extension of the user whose call you want to monitor, coach, or join, followed
by
#.
3. Press
1 to confirm the extension, or press * to enter a different extension.
Note: You can enter the complete digit string rapidly without waiting for the prompts.
For example, *58 102# 1 to coach extension 102.
4. Once connected to the call, you can use the following telephone command options:
• To change the supervising mode—for example, from monitoring to coaching—
press
Flash, then enter the code for the new mode.
• To supervise a different user, press
Flash # to return to the dial tone, then begin
again.