User guide

Supervising other users’ calls 6-12
Chapter 6: Placing Calls in ViewPoint
Wave ViewPoint User Guide
Ending a conference call
A conference call normally ends when all parties hang up at roughly the same time. If you leave
the conference call early, by default the conference call continues without you. The other
participants can continue to talk, even if you started the conference and your company is paying
for the outgoing calls used to create it. To terminate the call, each participant must hang up, or
you must disconnect all parties.
Your system may be configured to disconnect the conference when you leave.
Supervising other users’ calls
With the proper permissions, you can enter another user’s call as a third party without being
invited. This is usually done by a manager to supervise the other user, or by an operator to
briefly join someone's call to announce something that needs immediate attention.
You can supervise calls in the following ways:
•
Monitor. You can listen to the other user’s call without being heard by the other parties in
the call.
•
Coach. You can speak to the other user without being heard by other parties in the call.
The other user is the only party to hear you. You hear all parties.
•
Join. You join the call as a full participant, able to hear and be heard by all parties in the
call. Essentially, you create a conference call by inviting yourself in.
Note the following:
• Each supervise command is available only if you have permission to use that command
and the user is configured to allow being supervised with that command. When
supervising a call with multiple users, all other users in the call must be configured to
allow being supervised with that mode. If even one user already in the call does not
permit being supervised, you cannot supervise the call. Talk to your Wave system
administrator about whether you can monitor, coach, and join other users’ calls, and
which users you can supervise, if any.
• You can monitor or join a call, but you coach a party in the call. For example, once you
have joined a conference call, you need to right-click one of the parties in the call in the
Parties pane in order to see the
Coach option.
Release 3.0
October 2012