AltiSupervisor Manual
19
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Barging In
You can barge into a workgroup agent call and enter the conversation in
progress.
To barge in to a call
1.
On the
Agent State
tab, 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
# 59
+
<agent extension> +
<workgroup password> + 2.
3.
To exit the call, click the
Hang Up
button.
The
Hang Up
button appears on the tab after you click
Barge In
.
Coaching
You can coach a workgroup agent, telling the agent what to say, without
the caller hearing you.
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
Hang Up
button.
The
Hang Up
button appears on the tab after you click
Coach
.
Recording Calls
The voice recording feature in AltiSupervisor allows the recording of
conversations between a workgroup agent and a customer. Recorded
conversations can then be played back through voice mail or accessed at a
centralized location.
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