How can I monitor an extension while they are on the phone? - Powered by Kayako SupportSuite Help Desk Software

March 18, 2009
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	How can I monitor an extension while they are on the phone?

Article This method can be used from your telephone if you have the proper authorization settings enabled.

*57 to monitor
*58 to coach
*59 to join

So you would dial *58 plus the extension that you would like to coach, followed by the # key.

Alternative Method:
If you have proper authorization, this can also be done from with Viewpoint.
From the Call Monitor Section of Viewpoint you will see an extension listing.
A blue telephone next to the user's name/extension indicates that are not on the phone.
A red telephone next to the user's name/extension indicates they are currently in a call.

To Monitor a call you must select an extension that is currently red or off-hook and in a call.

Right click on that extension and you will be presented with several options.
Look for the option Supervise, select that option from the menu and you will be presented with the ability to Monitor/Coach/Join.

If you do not see the Supervise option available when you right click the extension, this means that you lack the required authorization to Monitor/Coach/Join on the system.

If these options are grayed out this means that Monitor/Coach/Join has not been enabled for that extension.

Details for Monitor/Coach/Join:

Monitor- Allows you to listen in on the call without either caller's knowledge.

Coach- Allows you to talk to the user of that extension without the other party's knowledge.

Join- Allows you to join the conversation with both parties being able to hear you.

If you require further assistance with this feature please submit a helpdesk ticket and we will be happy to assist you.

Article Details

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Created On:

13 Mar 2009 9:39 PM