Monitor Calls

The Call Monitoring page provides an interface for monitoring a call on a continuous or one-time only basis, and down to the agent level.

To monitor a call:

Procedure

Step 1

From the Management Portal navigation bar, choose Call Monitoring.

Step 2

In the Monitoring Filter panel on the left side of the page, specify one or more queues, sites, teams, and agents that you want to monitor. If you leave a queue, site, team, or agent list set to All, only those entities to which you have access are included in the request.

Step 3

In the Callback Number field, enter the phone number to which to send the audio, and click Register. If you need to update a number, enter the new callback number and click Update.

Ensure that you enter the callback number in one of the following formats:

  • E.164 number format: [+][Country Code][Number]

    Example: +11234567890

  • IDD (International Direct Dialing) format: [IDD][Country Code][Number]

    Example: 01161123456789

Note

  • Enter all of the digits required to reach that phone, without hyphens or other special characters. For example, if the phone number is 415-555-1234, enter 4155551234.

  • If a Webex Calling number is associated with your user profile, then that number automatically appears as the Callback Number on the Call Monitoring page. If required, you can edit this number by entering a new available number. The new number is then associated with the supervisor.

    You cannot register an internal Webex Calling extension number as the monitoring DN, but you can use a full Direct Inward Dialing (DID) number to associate with that user in Webex Calling.

Step 4

To prevent this monitoring session from being displayed on the Management Portal for other users, choose the Use Invisible Mode check box.

Step 5

Click one of the buttons described in the following table to submit your call monitoring request.

Note

The system disables these buttons if you don't have a callback number registered.

Select this button

To do this

Monitor Next Call

Monitor the next incoming call that fits the specified criteria.

Continuous Monitor

Continuously monitor calls that fit the specified criteria. After you click this button, a dialog box appears where you can enter the duration of the monitoring session in minutes, or leave the default set to Unlimited. Then, click Monitor to dismiss the dialog box and submit your request.

Note
After the monitoring duration has expired, the system may take up to five minutes to remove the call monitoring request, during which time one more call might be delivered to you.

Your request appears in the Monitor Requests list along with any pending requests from your colleagues.

When a call that matches the criteria you specified is distributed to the destination site, the audio is delivered through a phone call to the number that you specified. The monitored call appears in the Calls Being Monitored list.

For more information about the Call Monitoring page, see Viewing Call Monitoring Information.

Step 6

If authorized by your user profile, you can click the Coach or Barge In button in the Action column to coach the agent or barge in on the monitored call. For details, see Barge in on a Call.

Step 7

When the call ends, click Monitor Next Call to monitor the next call in the queue. Alternatively, if you selected the Continuous Monitor option, the next call in the queue is automatically sent to you.

Step 8

Click Cancel to cancel the monitoring activity for that request. If you selected Continuous Monitor, you can click the Pause button to halt (temporarily) the calls sent to your number. You can then click the Resume button to resume monitoring.

Note
If an agent goes into the Not Responding state, the call goes back to the queue and the caller hears music on hold. If a supervisor is monitoring the call during this time, the supervisor is disconnected as well. If the supervisor is scheduled to monitor the call but has not yet picked up, the call disappears from the Monitor Requests list and the phone stops ringing.