Altigen MaxSupervisor, Manual

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28 MaxSupervisor Manual
• [00] – Appears in the Logout Reason column in one of two situations:
either agents in this workgroup are not required to provide a logout
reason, or “00” is used to indicate a logout reason of “other.”
• [96] – The agent’s IP extension was logged out by the system due to a
network error.
• [97] – The agent’s physical or IP extension changed to a virtual
extension, and the system logged out the extension from the
workgroup.
• [98] – The supervisor logged out the agent.
• [99] – The system logged out the agent from the workgroup based on
the system configuration for “Agent ring no answer.”
Listening in, Barging In, Coaching
You can listen to (silently monitor) an 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. You can also choose to coach the agent – tell
the agent what to say without the caller hearing you.
Note: These features require the appropriate extension permissions. They
also require that a Triton Resource Board be installed in the
MAXCS ACC/ACM system. If you try to make use of these
features when there is no board present, you’ll get a fast busy
signal.
You can monitor an agent’s incoming/outgoing calls for the workgroup that
belongs to you, regardless of the agent’s login/logout status.
You can monitor, barge-in on, and coach an agent's non-workgroup call
through MaxSupervisor or from the phone interface (using #59).
You cannot listen, barge in on, or coach parked calls, calls on hold, or calls
in conference.
WARNING: Listening in to or recording a conversation without the
consent of one or both parties may be a violation of local,
state and federal privacy laws. It is the responsibility of the
users of this feature to assure they are in compliance with all
applicable laws.