User guide

Supervising other users’ calls 6-13
Chapter 6: Placing Calls in ViewPoint
Wave ViewPoint User Guide
• To coach, monitor, or join a call, at least one party in the call must be from the local Wave
system. For example, monitoring a call between two Gateway users (a Wave user whose
“home” is another node in the WaveNet network) is not supported.
• Depending on your system setup, if the person you are supervising leaves the call—for
example, transfers it to someone else—you are disconnected.
To supervise another user’s call using ViewPoint
1. Select one of the following:
• A call in the Call Monitor or Queue Monitor.
• A user in the Extensions list who is currently on a call.
• A Contact Center queue agent in the Agents pane of the Queue Monitor.
2. Choose
Actions > Supervise, and select the supervisor mode you want to use. The option
is available only if both you and the other users in the call permit that supervisor mode.
To supervise another user’s call using the phone
1. Pick up the phone and enter one of the following commands at the dial tone:
•
*57. Join.
•
*58. Coach.
•
*59. Monitor.
2. Enter the extension of the user whose call you want to monitor, coach, or join, followed
by
#.
3. Press
1 to confirm the extension, or press * to enter a different extension.
Note: You can enter the complete digit string rapidly without waiting for the prompts.
For example, *58 102# 1 to coach extension 102.
4. Once connected to the call, you can use the following phone command options:
• To change the supervising mode—for example, from monitoring to coaching—
press
Flash, then enter the code for the new mode.
• To supervise a different user, press
Flash # to return to the dial tone, then begin
again.
Release 3.0
October 2012