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 setup this feature using the portal (app.nuacom.ie)
Set up the "Live Call Monitoring"
First the Admin must assign the tole to a user who wishes to listen to other extensions
(this is normally reserved for managers/supervisors/team leads etc.)
SETTINGS > USERS > EDIT
Secondly, the Admin needs to enable call Monitoring on the extension you wish to listen to.
SETTINGS > EXTENSIONS > EDIT
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 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 3 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 PIN
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 built in keypad of the physical phone).
the the following operations are permitted: 4-listen, 5-whisper, 6-barge.