Call Monitoring – Overview | AT&T Office@Hand
Getting to know the Call Monitoring feature.
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:
||Cisco 7841 and Cisco 8861
|SPA 504G, 508G, 514G and 525G2
||VVX 310, 311 and 350
|VVX 410, 411 and 450
|VVX 500 and 501
Call Monitoring Features
Allows the supervisor to listen to a call in real time.
Allows the supervisor to speak/coach an employee to help them handle a call.
Allows the supervisor to join a call.
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.
Presence Frequentl y Asked Questions
Call Monitoring for the Desktop App
Heads Up Display (HUD) – Overview
Key Words: 8135, Call Monitoring, monitor
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