Advanced Call Handling
Call Monitoring & Coaching
If you manage a group of people in a Call Centre you have the tools, if they are enabled, to monitor your team's calls and optionally coach them. While in Collaboration and a colleague is on a call, mouse over the colleague , click on Options button (three dots) and an additional set of options will be presented:
- Listen enables you to silently monitor a call. You can hear the parties, but they cannot hear you.
- Whisper enables you to coach a member of your team. You can hear both parties but only your team member can hear you
- Barge enables you to take control of a call if you think you need to step in. All parties can hear each other,.
Call pickup / see who is calling
To see who is calling:
Go to the Colleagues tab and focus the mouse cursor on the user who has a ringing call / is talking on the phone (same option is available in Feature keys / Messaging tab). If you have the authority, you can see who they are on a call with.
To pick up a call:
- Go to the Colleagues tab
- Mouse over a colleague who has a ringing call, click on Options button (three dots) and select Pick up. Or right-click on a colleague and select Pick up:
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