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This article assumes you are logged into the Manager Portal as a Call Center Supervisor.
If you do not know your login name or password, please click here or contact CallHarbor Support.
Start a Monitoring Session (Listen)
Glossary
Agent - the phone system user on the call.
On-Net Call - a call that occurs internally on the system. Extension-to-extension calls are on-net calls.
Off-Net Call - a call that occurs externally on the system. Calls to or from a 10-digit phone number will be off-net calls.
Types of Audio Monitoring
Whisper - allows a supervisor to speak to the agent during the call, while the other party cannot hear the supervisor. Whisper is only available for Off-Net calls.
Listen - allows a supervisor to hear both sides of the call, but neither party hears the supervisor. Available for On-Net and Off-Net calls
Barge - allows a supervisor to join the call, and both parties hear the supervisor in the call. Available for On-Net and Off-Net calls
Rules
1. The default is to start the monitoring session as listen-only.
2. A monitoring session must be started before the ability to toggle between whisper and barge is available.
3. Whisper is not available for On-Net calls.
4. At least one device must be registered for the user who is monitoring the call. The device can be a desk phone, web softphone, or mobile app.
5. The web softphone will auto-answer a monitoring session. If you have multiple devices registered and do not want to use the web softphone for the audio monitoring, please log out of the web softphone before starting the session.
6. The call ending will not end the monitoring session. The session must be ended on the device that accepts the monitoring session.
Start a Monitoring Session (Listen)
By default, the monitoring session will always start as a listen-only session. A listen-only session allows a supervisor to hear both sides of the call, but neither party hears the supervisor.
1. Select the Call Center tab
2. Locate the Agents Panel located to the right-hand side, then hover over the agent to listen to.
3. Click the speaker icon to start the session
4. A 'Monitoring the Call' popup will appear across the top of the screen
5. If using the web softphone, the monitoring session begins automatically. If using a desk phone or mobile app, you will must accept the monitoring session call.
6. A audio monitoring popup will appear in the portal.
7. When you are finished monitoring the call, end the call on the device that accepted the session. This will end the monitoring session, not the call that is being monitored.
Please note, the monitoring session does not automatically end when the call that is being monitored ends. Please end the session from the device that accepted the session.
Whisper
Whisper allows a supervisor to speak to the agent during the call, while the other party cannot hear the supervisor. Whisper is only available for Off-Net calls.
1. After starting the monitoring session, click Whisper to <ext>
2. A 'Whispering to <ext>' popup will appear across the top of the portal
3. You can now speak to the agent during the call, but the other party will not hear you.
4. The audio monitoring popup will update to include a Listen Only button. You can switch from Whisper to Listen Only or Join Call
5. When you are finished monitoring the call, end the call on the device that accepted the session. This will end the monitoring session, not the call that is being monitored.
Please note, the monitoring session does not automatically end when the call that is being monitored ends. Please end the session from the device that accepted the session.
Barge (Join Call)
Barge allows a supervisor to join the call, and both parties hear the supervisor in the call.
1. After starting the monitoring session, click Join Call
2. A 'Joining Call' popup will appear across the top of the portal
3. You can now speak to both parties in the call.
4. The audio monitoring pop-up will update to include a Listen Only button. You can switch from Barge to Listen
5. When you are finished monitoring the call, end the call on the device that accepted the session. This will end the monitoring session, not the call that is being monitored.
Please note, the monitoring session does not automatically end when the call that is being monitored ends. Please end the session from the device that accepted the session.
