Selected users can be given permission to Speak, Barge In or Coach a live call under the Agent Monitor Tab. To enable this functionality 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 the web phone or soft phone
Secondly 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 Web phone or Soft phone is required for both users of the dialer for the Speak, Barge In or Coach to work.
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 balloon 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 conference 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.