AT&T Office@Hand

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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:

Cisco Cisco 7841 and Cisco 8861
SPA 504G, 508G, 514G and 525G2
Polycom VVX 310, 311 and 350
VVX 410, 411 and 450
VVX 500 and 501
VVX 601
Yealink T 42S
T 46S

 

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
Call Monitoring for the Desktop App
Heads Up Display (HUD) – Overview

Key Words: 8135, Call Monitoring, monitor