Selected users can be given permission to Speak, Barge In or Coach a live call under the Agent Monitor Tab. To enable this funtionality to work on the dialer there is a couple items that must be enabled.
First all users of the dialer you wish to Speak, Barge In or Coach must be set up on a soft phone as shown here SIP/Soft Phone Set Up (see setting up a SIP connection).
Secondly once you have enabled your Sip/Soft Phone you must be sure you are connected and registered to the dialer. The reason for this is from with in the dialer when you click to listen in on an agent the system will generate a call to your soft phone for you to accept and listen in on the agent call.
Third you must enable your own Agent Monitor Tab in the user's preferences in the Admin Tab as shown below. *Note do not enable the Agent Monitor tab for the users you want to Speak, Barge In or Coach. This tab should only be enabled for the Managers or Administrator of the dialer.
NOTE: A SIP Connection is required for both users of the dialer for the Speak, Barge In or Coach to work (see setting up a SIP connection).
To the right us the user click the yellow pencil to edit the setting for that specific user.
Next check the Enable Monitor box under the Privileges column and Save Changes
Once you have saved you changes you must log out and back in to see your Agent Monitor Tab as shown below.
Click on the Agent Monitor Tab
Next click on the speech ballon button next to an agent to Barge (listen) In.
- Press '1' to speak with there contact
- Press '2' to coach your agent with out the caller hearing
- Press '3' to conferance in so both your agent and caller hear you.
Please note a user will show as unknown until they have taken their first call after joining a campaign.