Call Center - Live Call Monitoring

An important feature for a call center is to be able to listen to a live call. This can be used by the call center manager to help understand what the call is about and take the necessary actions to help the agents. It can also be used for training new agents by getting them to listen to a live call.

NUACOM can set this feature up securely by specifying which users are allowed to be listened to. To access this feature you will also need to have the security PIN. 

Set up the "Live Call Monitoring"

To set-up this feature, first you need to contact NUACOM support and provide the following information:

• The extension(s) which should be allowed to be monitored using this feature.

Once the NUACOM support team confirms that the feature ready, you will receive a PIN and you should be ready to use it.

Using the "Live Call Monitoring"

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 the PIN. If you enter the PIN wrong 3 times in a row, the system will block your extension for 1 hour.

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 on a listen-only mode.