Monitoring-Listening In And Barging In - Altigen Contact Advantage Manual

• in the Do Not Disturb (DND) state
• in wait after a 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
AltiServ 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 only incoming/outgoing calls for the workgroup which
belongs to your supervisor. Outgoing or incoming personal calls (to the
agent's extension, not through the workgroup pilot extension) cannot be
monitored.
Also, you cannot use listen or barge in on parked calls, calls on hold, or
calls in conference.
Listening In
When you listen in to a call, you cannot be heard.
To listen in to a call:
1. In the Agent State window, 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.
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