AT&T Office@Hand

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Office@Hand: Call Monitoring Overview
Article #8135

Getting to know the Call Monitoring feature

The Call Monitoring 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 Office@Hand desk phones that support presence.

You can access the Call Monitoring section by going to Phone System > Groups > Call Monitoring on the Admin Portal.

You can access the Call Monitoring section by going to Phone System > Groups > Call Monitoring on the Admin Portal.

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

 

Cisco SPA 504G
SPA 508G
SPA 509G
SPA 514G
SPA525G
SPA 525G2
Polycom IP 550HD
IP 650 HD
VVX 310
VVX 311
VVX 410
VVX 411
VVX 500
VVX 501
VVX 601

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 should be monitored or evaluated by the supervisor.

Click on the links below to learn more.

Note: You need to be logged in to the Office@Hand Online account as an Administrator before proceeding with the links below.

Setup Call Monitoring

Monitor a Call on a deskphone with Presence            

Monitor a Call on a deskphone without Presence 

Setup Call Monitoring

  1. Setup Presence on the on the extension that needs to monitor calls, making sure that the extensions that need to be monitored appear on that phone.
  2. Go to Phone System > Groups.

    Go to Phone System > Groups.

  3. Click Call Monitoring, then click the New Call Monitoring button.

    Click Call Monitoring, then click the New Call Monitoring button.

  4. Enter the name of the Call Monitoring group, and then click Next.

    Enter the name of the Call Monitoring group, and then click Next.

  5. Select the users that can monitor a call then click Next.

    Select the users that can monitor a call then click Next.

  6. Select the users that can be monitored and then click Save.

    Select the users that can be monitored and then click Save.

Monitor a Call on deskphone with Presence

Silent Monitoring:

On the phone that was setup for Presence, press the soft key for the extension that should be monitored.

 Press the soft key for the extension that should be monitored.

Whisper/Coach:

To coach the user being monitored, press *81. To go back to Monitoring, press *80.

To coach the user bing monitored, press *81. To go back to monitoring, press *80.

Call Barging or Joining the call:

To join (barge) the call, press *82. To go back to Monitoring, press *80.

To join the call, press *82, to go back, press *80.

Taking over the call:

To take over the call, press *83.

To take over the call, press *83.

Monitor a call on a deskphone without Presence

Silent Monitoring:
Dial *80 to monitor a call. When prompted, enter the extension you need to monitor and press pound. Call monitoring allows you to listen to all parties in an active call without transmitting any audio yourself.

Whisper/Coach:
Dial *81 for call coaching. When prompted, enter the extension you wish to coach and press pound. Call coaching allows you to speak directly to the extension you are coaching while they are in a call, without transmitting audio to the other party.

Barge:
Dial *82 for call barge. When prompted, enter the extension you wish to barge and press pound. Call barging allows you to join another extension’s in-progress call and communicate with all parties as if you were added via intercom.

Takeover:
Dial *83 for call takeover. When prompted, enter the extension you wish to takeover and press pound. Call takeover allows you to disconnect an extension while they are in a call and take their place as an active call party member.

Note: This can be done on Office@Hand for Desktop app as well as the mobile app, with limitations. The apps do not support the Takeover feature.

IMPORTANT:  On-demand call recording will not work from the Office@Hand for Desktop app when monitoring another call. If you need to record calls that are regularly monitored, consider automatic call recording. It is your responsibility to consider local legal responsibilities when recording phone calls.

See also:
Presence Overview
Call Monitoring for the Office@Hand Desktop App
Office@Hand Deskstop App HUD

Keywords: Call Monitoring, 8135, monitor