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Monitor and Barge In on Call Center Agent’s Calls

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Silently Monitor Agent’s Calls

Call Center allows you to listen to monitored agents’ calls without being heard. You can listen in on selected agents for phone and ACD state monitoring.

NOTE: This function is available if you have the Directed Call Pickup with Barge-in and Call Center Monitoring services assigned.

You can silently monitor one agent at a time, and the agent you monitor must have the Call Center Agent Premium service assigned.

You can choose to monitor the agent’s current call or next incoming call. To monitor the current call, the agent must have exactly one active call.

To silently listen in on an agent’s current call:

  1. In the Contacts pane, expand the Agents panel and click the agent to monitor. The agent must have exactly one active call.
  2. Click SM for that agent.

A new call is created in the Conference Call panel. You are conferenced in to the call and muted (Silent Monitoring)

To silently listen to an on agent’s next call:

  1. In the Contacts pane, expand the Agents panel.
  2. Click the target agent and click SMN for that agent. A monitoring call is established for the selected agent.

When the next call is received and answered by the agent, you are conferenced in to the call and your call is muted. Both calls appear in the Conference Call panel.

To barge in on a call you are silently monitoring:

In the Conference Call panel, click BARGE. You are conferenced in to the call.

Barge in on Agent’s Call

Supervisor Barge-In allows you to barge in on an agent’s call. This is useful when you want to enter a call that’s already established between two other people. You can only barge in on agents who you selected for phone and ACD state monitoring.

NOTE: This functionality is only available if you have been assigned the Directed Call Pickup with Barge-in service.

To barge in on an agent’s call:

  1. In the Contacts pane, expand the Agents panel and select an agent. The agent must have exactly one active call.
  2. Click the agent to expand the entry and click BARGE. A Three-Way Conference is established.

Pick Up Agent’s Ringing Call

Supervisor Call Pickup allows you to pick up an unanswered call on behalf of an agent. This is useful when the agent is away or busy.

NOTE 1: This functionality is only available if your group has been assigned the Call Pickup service.

NOTE 2: A call that is retrieved using Call Pickup is treated in the Call Center reports as a direct inbound call to the retrieving party and not as an ACD call, because it was not answered by the agent selected using the ACD process.

NOTE 3: Supervisor Call Pickup is only supported if the agent and supervisor are in the same group. In an enterprise, this function can be disabled.

To pick up an unanswered call for an agent:

  1. In the Agents panel, select an agent whose phone is ringing.
  2. Move the mouse over the agent and click ANS.

You are now answering the call, and the call appears in the Call Console.

 

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