Silent Monitoring

Silently monitor or barge on queue phone interactions.

 

 

Monitor

 

1. Click Queue Status Bar to access Agent Status View
2. Confirm that Agent Status icon shows an active call
3. Left-click desired Agent name and select Monitor

 



 

4. A notification will appear showing an incoming call from the Conference Server



5. Press Answer to be conferenced on mute into the interaction
6. Press Hangup at any time to silently stop the monitoring session

 

 

Intrude

 

1. Click Queue Status Bar to access Agent Status View
2. Confirm that Agent Status icon shows an active call
3. Left-click desired Agent name and select Intrude

 



 

4. A notification will appear showing an incoming call from the Conference Server



5. Press Answer to be conferenced into the interaction
6. Press Hangup at any time to exit the Intrude session

 

 

Other Monitoring