Call Supervision
Call Supervision is accomplished through a preconfigured function key assignment on the supervisors Allworx phone. The PFK can be configured for three modes.
Barge In: After the call is connected anything the supervisor says will be heard by both participants in the call. The supervisor can switch to silent monitoring by pressing the "Mute/DND" key on their phone.
Whisper: (9204 handsets only) After the call is connected anything the supervisor says will be heard by the agent only. The supervisor's "Mute/DND" key on their phone controls the audio to the agent. Two-way communications can not be initiated with the other participant in this mode.
Silent Monitor: After the call is connected sound from the supervisor's phone are not heard by either party in the call. The The supervisor's "Mute/DND" key on their phone controls the audio to the participants of the call.
Configuring Call Supervision
1. Configure a handset preference group with "Call Supervision" enabled
2. Add a Call Supervision PFK Assignment to the supervisors handset.
To initiate supervision, the supervisor presses the call supervision PFK and enters the agent's extension. if the supervisor has a BLF PFK assignment for the agent, the session can be initiated by pressing the Call Supervision PFK followed by the BLF PFK for the agent. There will be no indication on the agents phone that supervision is in progress.
Call Supervision, monitoring a call, listening to an agents call, supervisor mode, setup, using
Call Supervision is accomplished through a preconfigured function key assignment on the supervisors Allworx phone. The PFK can be configured for three modes.
Barge In: After the call is connected anything the supervisor says will be heard by both participants in the call. The supervisor can switch to silent monitoring by pressing the "Mute/DND" key on their phone.
Whisper: (9204 handsets only) After the call is connected anything the supervisor says will be heard by the agent only. The supervisor's "Mute/DND" key on their phone controls the audio to the agent. Two-way communications can not be initiated with the other participant in this mode.
Silent Monitor: After the call is connected sound from the supervisor's phone are not heard by either party in the call. The The supervisor's "Mute/DND" key on their phone controls the audio to the participants of the call.
Configuring Call Supervision
1. Configure a handset preference group with "Call Supervision" enabled
- Phone System --> Handsets
- In the "Handset Preference Groups" section click copy next to "PBX Station (default)"
- Find "Copy of PBX Station (default)" and click on the "View" link
- Click on the "Modify" link at the top
- Rename the Handset Preference Group to "Call Supervision"
- Check off "Enable Call Supervision"
- Click on "update"
- At the bottom of the page, next to "Handsets Assigned to Group" Click on "Modify"
- Check off all handsets that should have call supervision enabled and click "Update"
- Reboot all phone for settings to take affect.
2. Add a Call Supervision PFK Assignment to the supervisors handset.
- Phone System --> Handsets
- Find supervisors handset click "View Configuration"
- In the "Programmable Function Keys" section click "Modify"
- Click on an open PFK (says "Not used") and select "Call Supervision" from the list.
- Click on "define" this will allow you to define one of the three mode explained above
- Click on "Update"
- Reboot phone for settings to take affect.
To initiate supervision, the supervisor presses the call supervision PFK and enters the agent's extension. if the supervisor has a BLF PFK assignment for the agent, the session can be initiated by pressing the Call Supervision PFK followed by the BLF PFK for the agent. There will be no indication on the agents phone that supervision is in progress.
Call Supervision, monitoring a call, listening to an agents call, supervisor mode, setup, using