AT&T Office@Hand

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Office@Hand: Call Monitoring for the Desktop App
Article #8262

With the Office@Hand Desktop App HUD, you can monitor your colleague’s call with additional functionalities such as whisper, barge, takeover. Set up your account’s presence, and call monitor permissions to utilize Call Monitoring for the Desktop App HUD.

Call Monitoring enables you to improve your business’ call monitoring capabilities by providing features that allow you to check the quality of calls taken by your colleagues.  With whisper, barge, and takeover you can either check the call, join the call, or take over the call.  Call Monitoring for the Desktop App has no difference in feature with the Call Monitoring feature on your Desk phone. However, with Office@Hand for Desktop, you have a more intuitive interface to change the call monitoring statuses without using a touch tone.

Key Features & Benefits

  • Accessible via Office@Hand Desktop HUD
  • Switch to the different functions (whisper, barge, and takeover) within the UI.

Note: Features are available for Office Premium and Enterprise only

Click on links to learn more:

Setting up Presence permissions
Setting up a Call Monitoring Group
Call Monitoring

IMPORTANT: Only the Super Admin, User Admin, and Custom Roles with permission to access User management > Users and User settings > Phones & numbers can set up Presence permissions. A User must have the permission to configure the Presence settings. See Office@Hand: User Roles and Permissions for more information.

Setting up Presence permissions – Admin

Greg, our Supervisor needs  to Call Monitor his agent, Amanda. Greg has to set Amanda’s Presence, and Call Monitoring permissions via the Office@Hand Online Account so he can monitor Amanda via Office@Hand Desktop App HUD.

The Administrator should log in to the Office@Hand Online Account and go to the Users section on the Admin Portal.

The Administrator should log in to the Office@Hand Online Account and go to the Users section on the Admin Portal.

  1. On the User list > Users With Extensions tab, select the User that needs to be monitored.

    On the User list > Users With Extensions tab, select the User that needs to be monitored.

  2. Click Phones & Numbers.

    Click Phones & Numbers.

  3. Click the Phones tab, then click Presence.

    Click the Phones tab, then click Presence.

  4. Click the Permissions tab.

    Click the Permissions tab.

  5. Enable Allow other users to see my Presence status by selecting On.

    Select the Administrator/ Supervisor/ Manager from the list.

    Click Save.

    Click Save.

    QUICK TIP: Administrators with permission to monitor other users for management purposes can opt to have their phone ring when any user they are monitoring receives a call. Make sure to click Save.

    Administrators with permission to monitor other users for management purposes can opt to have their phone ring when any user they are monitoring receives a call.

    Proceed to set up a Call Monitoring Group.

Setting up Presence Permissions – User

The User should log in to the Office@Hand Online Account and go to Settings.

The User should log in to the Office@Hand Online Account and go to Settings.

  1. Click Phones & Numbers.

    Click Phones & Numbers.

  2. Click the Phones tab, then click Presence.

    Click the Phones tab, then click Presence.

  3. Click the Permissions tab.

    Click the Permissions tab.

  4. Enable Allow other users to see my Presence status by selecting On.

    Select the Administrator/ Supervisor/ Manager from the list.

    Click Save.

    Click Save.

Setting up a Call Monitoring Group

  1. Click Phone System.

    Click Phone System.

  2. Click Groups.

    Click Groups.

  3. Click the Call Monitoring tab.

    Click the Call Monitoring tab.

  4. Click the New Call Monitoring button.

    Click the New Call Monitoring button.

  5. Enter the name of the Monitoring group, then click Next.

    Enter the name of the Monitoring Group, then click Next.

  6. Select the users that can monitor the group from the list. Click Next.

    Select the users that can monitor the group from the list. Click Next.

  7. Select the Users that can be monitored from the list. Click Save.

    Select the Users that can be monitored from the list. Click Save.

Using Call Monitoring

On the Office@Hand Desktop App HUD, when an agent or user is on a call, the admin or supervisor can mouse over the user and click on Monitor.

Select users that can be monitored.

When a user is being monitored, the following options are available:

Options are available when a user is being monitored.

Whisper – This option allows the supervisor to speak with the user without interfering with the caller.
Barge – This option allows the supervisor to join the call.
Takeover – This option allows the supervisor to take the call and proceed without the user who answered the call.

Keywords: 8262, call monitoring, whisper, barge, takeover, monitor, desktop app, office@hand desktop