Unity Call Center Supervisor Silent Monitor or Barge In

Silent Monitor

Allows a call center supervisor to silently monitor the calls taken by a specified call center agent. 

Requirements:

Premium Call Center Supervisor License

Call Center Monitoring Service Assigned to Supervisor

Premium Call Center Agent License

To activate Silent Monitoring, right click the call center queue in Personal Wallboard > select the agent > select Next Call Only or All Calls.

Barge In

Makes an immediate three-way conference call with the Supervisor user, the monitored user and the third party the monitored user is talking to. All parties will be able to talk and hear each other. When attempting to barge into a call, if a “number doesn’t exist” error message is played this means the monitored user cannot be barged into, because they have the Barge-In Exempt service activated. Only users without this service active can be barged into.

The Active Call Window will display like a normal conference call, as below, and the Supervisor user can Hold/Retrieve the same as for a conference call.