Call Monitoring is a pivotal feature for administrators and team leaders using VanillaSoft VoIP lines, designed to enhance quality control, facilitate real-time training, and improve overall call efficiency. This tool allows for live listening to calls, offering immediate feedback or coaching, thus ensuring communication standards are met consistently. For those not yet registered with the VanillaSoft VoIP portal, follow the steps in the Registering for the New VoIP Portal article to get started.
Enabling Call Monitoring Access
To enable Call Monitoring for users within your organization, follow these steps:
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Log In to Your VanillaSoft VoIP Portal: Log into your VanillaSoft VoIP portal.
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Access VoIP Portal Settings: From the left-hand menu, open the Administration menu and select Call Monitoring.
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Configure Supervisor Settings: Enable the Supervisor checkbox for users who need monitoring capabilities.
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Configure Monitorable Settings: Enable the Monitorable checkbox for users whose calls can be monitored.
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Confirmation: After adjusting the settings, a confirmation notification will appear, stating "Updated - Call monitoring settings were updated," indicating that the changes have been successfully applied.
Monitoring Calls Using VoIP HUD
To actively monitor live calls using the VoIP HUD:
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Monitoring Requirement: Ensure you are logged into your VS Connect phone prior to following the next steps.
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Access HUD: Log into your VanillaSoft VoIP portal and select HUD from the left-hand menu.
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Monitor or Spy on Calls: Click the three dots next to the user's name and choose Monitor to listen in on an active call or Spy to connect and wait for a call to start.
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Connection: After you have selected the desired option, your VS Connect phone will ring. Answer the call on VS Connect and you will be connected to the monitoring session.
Using VS Connect for Direct Monitoring
For direct monitoring or spying:
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To Monitor: If the user is on a call, dial
*97followed by the user's VoIP phone number or extension from VS Connect and start the call. -
To Spy: If waiting for the user to connect to a call, dial
*87followed by the user's VoIP phone number or extension from VS Connect.
Note: You can disconnect at any time without affecting the ongoing call.
Switch Functions During Monitoring
While connected to a monitoring or spying session, you can switch between different listening modes by dialing numbers 0-3:
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0- Listen only, without the parties being aware of your presence. -
1- Communicate with only the caller. -
2- Communicate with only the callee. -
3- Engage in a three-way conversation where all parties can interact.
These features provide supervisors with versatile options to intervene or observe as necessary, tailoring the monitoring experience to the needs of each training or quality assurance session.
Call Monitoring with VanillaSoft VoIP offers a robust platform for enhancing the effectiveness of your communication efforts. By utilizing these tools, leaders can ensure that their teams are delivering quality interactions consistently.