Monitoring-Listening In And Barging In - Altigen AltiContent Manual

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 your supervisor, regardless of the agent's login/logout
status.
You can monitor and barge-in on an agent's personal call through
AltiSupervisor only; monitoring and barge-in is not supported from the
phone interface.
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
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.
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