Monitoring third-party phones

Who should read this article: Supervisors

For contact centers that use hardware phones or third-party softphones, supervisors can perform manager actions by entering codes using their dial pad.

Introduction

If your contact center uses a Hardware Phone or third-party softphone instead of the Voiso WebRTC Softphone, you can dial codes that enable you to engage with a call being handled by an agent.

The following manager actions are available using the Feature Access Code function:

For more information about agent call management, refer to Managing agents and calls.

Monitoring an agent using a third-party phone

You can monitor agents who use third-party hardware phones or softphones instead of the Voiso Agent Panel to handle calls.

Your administrator sets up the Feature Access Code functionality with special codes that you can use to silently monitor a call, whisper coach an agent without the contact hearing you, or barge into a call.

Your administrator configures a unique code for each manager action. Ask your administrator for a list of codes. The pattern for a feature access code is as follows:

*<code>*<agent extension>

To use an access code to monitor an agent, follow these steps:

1. Log into your Voiso account.
2. Click your username in the Voiso navigation bar to display the Agent Panel or Agent Workspace.
3. Dial the access code followed by the agent's extension. For example: *22*<agent extension>.
   
4. Monitor the call, whisper coach the agent, or barge into the call, depending on the code you dialed.
5. Click End to stop managing the call.