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To listen in to a call:
1.
On the Agent State tab, 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.
The Hang Up button appears on the tab after you click Listen or
Barge In.
Barging In
You can barge into a workgroup agent call and enter the conversation in
progress.
To barge in to a call:
1.
On the Agent State tab, click to select an agent connected to an
incoming workgroup call.
2.
Click the Barge In button to ring your extension, then speak to the
agent and caller through the handset.
Alternatively, using the handset, press # 59 + <agent extension> +
<workgroup password> + 2.
3.
To exit the call, click the Hang Up button.
Recording Calls
The voice recording feature in AltiSupervisor allows the recording of
conversations between a workgroup agent and a customer. Recorded
conversations can then be played back through voice mail or accessed at a
centralized location.
Note: The voice recording feature is only available for extensions on
Triton Resource boards.
To record, the supervisor extension must have the Personal Call
Recording option enabled in the General page of Agent Extension
Configuration in ACM Admin.
20 AltiSupervisor Manual
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