VoIP Call Monitoring

VoIP Call Monitoring

Call Monitoring lets you monitor a current call on any extension without call interruption or intervention.

Call Monitoring has three modes:

1. Listen mode allows the monitor to enter an existing conversation silently without interrupting the ongoing call; neither the employee nor the outside customer is notified of the monitor’s presence. Calls can also be recorded for future reference.

Say you’re the manager over a sales team. With spy mode you can listen in undetected on any conversation to assure quality of service without interruption.

2. Listen and Whisper mode allows the monitor to speak to the employee while remaining invisible (silent) to the outside customer. This is especially useful when training a new employee on incoming calls.

Listen and Whisper can be utilized in a situation when a new representative is ready to make/take their first call. You, as a supervisor, would enable monitoring in whisper mode on your device and immediately be present to make suggestions and provide guidance to your representative. The customer would never hear you. This would improve training effectiveness and customer experience through real-time training and feedback. Calls can also be recorded for future reference.

3. Conference mode allows the monitor to join an on-going conversation between two parties, being heard by both, and it becomes a 3-way calling.

For example, you’re supervising an important call with a hard-to-sell client, and your new representative is getting nervous. Feel free to barge in on the call, fix any misinterpretations, and close the sale.

4. Record any calls on any extensions and listen later

The Record capability is extended to record any live calls. As a supervisor, there are cases where you want to listen multiple conversations at the same time. You can use the Record function to record multiple calls on any extensions simultaneously and play back later.

Can I switch modes on the fly when I am already in a live call?
Yes. While monitoring a call session, the monitor may switch between the listen, listen & whisper, or conference mode as desired.

Who has permission to monitor calls?
Only users that are assigned admin permissions can monitor calls, although any user or group of users can be given admin permissions.

How do I monitor calls?

To monitor calls, logon to the call control panel at the following link:

http://my pbx/cp

Login with your extension number and your voicemail password. If your voicemail has no password, you will have to set a password to your voicemail before you can logon on. The logon web interface will not take a blank password.

Listen	To listen to a call, click the extension number, then click the Listen button. Your extension will ring. Pick up the handset to listen to the call.
Whisper	To Listen to a call and whisper to your representative, click the extension number, then click the Listen & Whisper button. Your extension will ring. Pick up the handset to listen to the call, and whisper to your rep. Remember only your rep can hear you. Your customer can’t hear you.
Conference	To join a conference call, click the extension number, then click the Conference button. Your extension will ring. Pick up the handset to join the conference. All 3 parties can hear one another. This becomes a 3-way calling.
Record	To record a call, click the extension number, then click the Record button. After the call recording is completed, you can browse the recording using your existing call recording feature’s web interface.