Call Monitoring – Overview | AT&T Office@Hand
Article #8135

Getting to know the Call Monitoring feature.

Call Monitoring

This feature allows authorized Users to access another extension’s call in real time, providing them with Quality Assurance and coaching tools. The feature works by giving Users permission to monitor others and selecting Users that can be monitored. It works well with AT&T Office@Hand desk phones that support presence.

The following desk phones support Presence and can be used for Call Monitoring:

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.

Call Monitoring Features

Monitor
Allows the supervisor to listen to a call in real time.

Whisper
Allows the supervisor to speak/coach an employee to help them handle a call.

Barge
Allows the supervisor to join a call.

Takeover
Allows the supervisor to take the call and disconnect the employee from the call.

Who uses the Call Monitoring feature?

Users that can monitor others
This capability is typically given to a supervisor/manager to allow monitoring of an employee’s performance.

Users that can be monitored
These are the Users whose performance need to be monitored or evaluated by the supervisor.

See Also:
Presence Overview
Presence Frequentl y Asked Questions
Heads Up Display (HUD) – Overview

Key Words: 8135, Call Monitoring, monitor, 8262

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