Help Center

Call Center - Live Call Monitoring

Igor Toma
Igor Toma
  • Updated

 

An essential feature of a call centre is to be able to listen to/monitor a live call.

The call centre manager can use this to help understand the call and take the necessary actions to help the agents.

It can also train new agents by getting them to listen to a live call.

The Admin of your account can set up this feature using the portal (app.nuacom.ie

 

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PLEASE NOTE - some features are only available on the premium or call centre subscription.

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there are two parts to enable "live call monitoring"

  • the user must be allowed to listen to other users
  • the extension must be opened to be able to listen to it.

 

FIRST - the Admin must assign the role to a user who wishes to listen to other extensions
(this is normally reserved for managers/supervisors/team leads etc.)

SETTINGS > USERS > EDIT 

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SECOND - the Admin needs to enable call Monitoring on the extension you wish to listen to.
SETTINGS > EXTENSIONS > EDIT 

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PLEASE NOTE - "allow to listen on others without PIN" (*90) is only available on the
premium/call centre subscription

 

Once both steps are complete, an authorised user can listen to an open conversation.

(the user does not need admin rights, the user needs to be authorised to listen)

 

 

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PLEASE NOTE
the people on the active call will not be given any warning/notification that the call is being listened to

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Using the "Live Call Monitoring"

Once the above settings are correct (user can listen and extension can be listened to)

You can use the following system codes for this feature.
For more system codes, please see - Nuacom System Codes.

 

 

*89 - requires a PIN

From any NUACOM extension, dial *89 followed by the extension number you wish to listen to. Example: Dial *8919 to listen to the call that extension 19 is on.

The system will prompt you to enter your PIN. If you enter the PIN wrong three times in a row, the system will block your extension for 1 hour (enter the PIN using the In-call Keypad)

On successful login using the PIN, the system will playback a beep followed by the audio of the call, otherwise, if there is no call, your call will hang up.

While listening to the call, your audio won't be transmitted because you are in a listen-only mode.

 

 

*90 - does not require a PIN (only available on the premium/call centre subscription)

From any NUACOM extension, dial *90 followed by the extension number you wish to listen to. Example: Dial *9019 to listen to the call that extension 19 is on.

When in operation, you can use the In-call Keypad (or the built-in keypad of the physical phone).
The following operations are permitted: 4-listen, 5-whisper, 6-barge.

 

 

 

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EXAMPLE - "John" is on extension 10, and "Adam" is on extension 40

the team lead "John" is an authorised user and wants to listen to an active call from "Adam's" extension,

(which is open for listening) for the purpose of training and quality control.

 

"John" hears that "Adam" is on a call and dials *9040

(*90 is the system code for listening without PIN + 40 is "Adams" extension)

"John" listens to the call, and once the call is complete, he discusses the call with "Adam" to discuss how it went.

 

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If your account uses the Wallboard feature, this can also be used as a quick way to quickly listen to an active call without dialing the short codes (only available on the premium/call centre subscription)

once the two steps have been set (as above) and a call is active, you can click on the blue monitor button seen here

this will open up the desktop app, dial the shortcode for you and allow you to listen/monitor the call

 

 

 

 

 

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