Altigen MaxSupervisor, Manual

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30 MaxSupervisor Manual
To coach an agent
1. On the Agent State tab, click to select an agent connected to an
incoming workgroup call.
2. Click the Coach button to ring your extension, then speak to
the agent through the handset. The agent hears a tone, alerting the
agent that coaching has been initiated.
Alternatively, using the handset, press # 59 + <agent extension> +
<workgroup password> + 3.
3. To exit the call, click the Stop button at the bottom of the tab.
The Stop button becomes available on the tab after you click Coach.
Recording Calls
A supervisor can record conversations between a workgroup agent and a
customer. Recorded conversations can then be played back through voice
mail or accessed at a centralized location, depending on how your system
is set up.
Note: The system administrator must have enabled the Non-Workgroup
Call recording option for your extension.
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.
To record a call
1. On the Agent State tab, right-click on the agent call to open a context
menu.