How to use Live Call Monitor

When using a VanillaSoft VoIP line, you have the option to use live call monitoring. After you give a user permission, they may monitor through their online HUD interface or directly through their VS Connect softphone.

Functions include:

  • Eavesdrop - Live Monitoring; Listen to both sides of a conversation
  • Whisper - Listen to both sides and allow you to talk to only the agent or the client
  • Barge - Enter the call as a 3rd party allowing you to talk to both

To give a user permission to the Call Monitoring feature:

  1. Log in to the ConnectMeVoice portal as the Main Admin.
  2. From the left-hand pane, select Administration.
  3. Then select Administrative.
  4. For each user that needs to have the ability to listen to calls, check the Supervisor box.
  5. For each user that you would like to be able to listen to, check the Monitorable box.
  6. Once done, click Save.

To use Call Monitoring:

  1. Log in to the ConnectMeVoice portal as a user that has Supervisor access.
  2. From the left-hand pane, select HUD.
  3. Choose either HUD Grid or HUD Table depending on your personal aesthetic preference.
  4. Select the ear icon for the call you wish to monitor (note: agent has to be on a call in order to see icon).
  5. Your phone will ring and you have the option to select of the following:
  • 0 listen only
  • 1 talking to client
  • 2 talking to agent
  • 3 talking to both

To use Call Monitoring directly on your phone:

  1. Dial *97+extension of the caller from the phone

  2. Then dial one of the following:
  • 0 listen only
  • 1 talking to client
  • 2 talking to agent
  • 3 talking to both
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