Altigen AltiSupervisor Specifikace stáhnout pdf (Strana 34)

28 MaxSupervisor Manual

• [00] – Appears in the Logout Reason column in one of two situations:

either agents in this workgroup are not required to provide a logout

reason, or “00” is used to indicate a logout reason of “other.”

• [96] – The agent’s IP extension was logged out by the system due to a

network error.

• [97] – The agent’s physical or IP extension changed to a virtual

extension, and the system logged out the extension from the

workgroup.

• [98] – The supervisor logged out the agent.

• [99] – The system logged out the agent from the workgroup based on

the system configuration for “Agent ring no answer.”

Listening in, Barging In, Coaching

You can listen to (silently monitor) an agent’s calls and, if necessary,

intervene and enter the conversation in progress, sometimes called barging

into the call. Essentially, barging in is to create a conference call with the

agent, the caller, and yourself. You can also choose to coach the agent – tell

the agent what to say without the caller hearing you.

Note: These features require the appropriate extension permissions. They

also require that a Triton Resource Board be installed in the

MAXCS ACC/ACM system. If you try to make use of these

features when there is no board present, you’ll get a fast busy

signal.

You can monitor an agent’s incoming/outgoing calls for the workgroup that

belongs to you, regardless of the agent’s login/logout status.

You can monitor, barge-in on, and coach an agent's non-workgroup call

through MaxSupervisor or from the phone interface (using #59).

You cannot listen, barge in on, or coach parked calls, calls on hold, or calls

in conference.

WARNING: Listening in to or recording a conversation without the

consent of one or both parties may be a violation of local,

state and federal privacy laws. It is the responsibility of the

users of this feature to assure they are in compliance with all

applicable laws.

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Altigen AltiSupervisor Specifikace Strana 34

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