AT&T Office@Hand

Learn how to use features from AT&T Office@Hand. Access our self-help options to set up and use this application to communicate with customers.

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Desktop App – Call Monitoring | AT&T Office@Hand
Article #8262

This article discusses the options available under Call Monitoring for the Desktop App HUD.

Call Monitoring for the Desktop App HUD

Call Monitoring enables you to improve your business by providing features that allow you to check the quality of calls taken by your colleagues. With Whisper, Barge, and Takeover, you can check the call, join the call, or take over the call. Call Monitoring on your Desktop App is similar to the one on your desk phone. However, with AT&T Office@Hand for Desktop App, you have a more intuitive interface to change the call monitoring statuses without using a touch tone.

NOTE: These features are only available AT&T Office@Hand Premium and Enterprise plans only.

Using Call Monitoring on the AT&T Office@Hand Desktop app

On the AT&T 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.

On the AT&T 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.

The following 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.

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