AltiGen MAXCS 7.0 MaxSupervisor - Manual (Page 33)

MaxSupervisor Manual 29
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Listening In
When you listen in to a call, you cannot be heard.
To listen in to a call,
1. On the Agent State tab, click to select an agent connected to
an incoming workgroup call.
2. Click the Listen button to ring your extension, then listen in
by phone or headset.
Alternatively, using the handset, press # 59 + <agent
extension> + <workgroup password> + 1.
3. When you are finished monitoring, click the Stop button at the
bottom of the tab.
The Stop button becomes available on the tab after you click
Listen.
Barging In
You can barge into a workgroup agent call and enter the
conversation in progress.
To barge in to a call,
1. On the Agent State tab, click to select an agent connected to
an incoming workgroup call.
2. Click the Barge In button to ring your extension, then speak
to the agent and caller through the handset.
Alternatively, using the handset, press # 59 + <agent
extension> + <workgroup password> + 2.
3. To exit the call, click the Stop button at the bottom of the tab.
The Stop button becomes available on the tab after you click
Barge In.
Coaching on a call
You can coach a workgroup agent, telling the agent what to say,
without the caller hearing you.
To coach an agent,
1. On the Agent State tab, click to select an agent connected to
an incoming workgroup call.
2. Click the Coach button to ring your extension, then speak to
the agent through the handset. The agent hears a tone,
alerting the agent that coaching has been initiated.