Altigen CDR Search 4.0, User Manual

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Center 4.0 User Guide 51
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Monitoring—Listening in and Barging In
If your system and extension are configured to provide these functions, you
can listen to (silent monitor) agent’s calls and, if necessary, intervene and
enter the conversation in progress, sometimes called barging into the call.
Essentially, barging in is to create a conference call with the agent, the
caller, and yourself.
These features not only require the appropriate extension
permissions, a Triton Resource Board to be installed in the
AltiServ system. If you attempt to make use of these features
when there is no board present, you’ll get a fast busy signal.
You can monitor only calls coming in to the workgroup extension.
Outgoing calls or incoming personal calls (to the agent’s extension, not
through the workgroup pilot extension) cannot be monitored.
Also, you cannot use listen or barge in on parked calls, calls on hold or in
conference.
Listening In
When you listen in to a call, you cannot be heard. To listen in to a call:
1. In the Agent State window, 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 # 5 9 + <workgroup exten-
sion> + <workgroup password> + <agent extension> + 1.
3. When you are finished monitoring, click the Hang Up button.
The Hang Up button appears in the window after you click Listen or
Barge In.
Barging In
To barge into a workgroup agent call and enter the conversation in
progress:
1. In the Agent State window, 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 # 5 9 + <workgroup exten-
sion> + <workgroup password> + <agent extension> + 2.
3. To exit the call, click the Hang Up button.