Installation guide

Setting up personal call supervision defaults 4-20
Chapter 4: System Settings in the User/Group Management applet
Wave Global Administrator Guide
Setting up personal call supervision defaults
You can set system defaults for whether users’ personal calls can be Monitored, Coached, or
Joined using the Supervise commands. When you create a new user, these defaults are used to
define if users’ personal calls can be supervised, and you can override the defaults for individual
users (see “Configuring whether the user’s calls can be supervised” on page 11-83.)
Note the following:
• When you change a system default, users who have that Supervise permission set to
“System Default” change to reflect the new default.
• Whether or not a user can use the Supervise commands is controlled by permissions. See
“Assigning a user’s permissions” on page 11-85.
To change personal call supervision defaults
1 If necessary, click the Administration tab of the Management Console.
2 Click the User/Group Management icon, located in the PBX Administration section of the
Management Console.
3 Choose
Tools > System Settings. The System Settings dialog opens.
4 Click the Security tab.
5 In each of the following fields choose
Yes or No:
•
Personal calls can be monitored. Users with the Allow monitoring user calls
permission can listen to users’ personal (not queue) calls without the monitored user
knowing.
•
Personal calls can be coached. Users with the Allow coaching user calls permission
can add themselves to users’ personal (not queue) calls and be heard by the coached
user, but not by the caller.
•
Personal calls can be joined. Users with the Allow joining user calls permission can
add themselves to users’ personal (not queue) calls as full participants.
6 Click
OK.
For instructions on supervising calls using the Monitor, Coach, and Join features, see Chapter 6
of the Wave ViewPoint User Guide. For information on configuring a user for the permissions
needed to Coach, Monitor or Join another user's personal calls, see “Assigning a user’s
permissions” on page 11-85. For information on supervising queue calls, see the Wave Contact
Center Administrator Guide.
Click
Release 2.0
September 2010