NEW CCS v6 Enhancement FAQ's! How do I use the Call Monitoring/Barge-In feature?
1. Click on the Dashboard.
2. Click on the gear icon in the upper right hand corner.
3. Select the Agent check box. This will bring up a display of all agents that are logged into the CCS console.
- Go to the desired agent and click the coach icon.
Monitor - Click Coach to listen in on the agent’s call. After immediately pressing the coach button, the phone that your extension is tied to will start ringing. Pick up the phone and immediately press the Mute button on the phone. With this feature, you can listen in on calls while the agent and caller are unaware of your presence.
Coaching - Click Coach so the tenant hears the administrator but the caller cannot hear the administrator. This renewed coaching session ends when the administrator hangs up. After immediately pressing the coach button, the phone that your extension is tied to will start ringing. Pick up the phone to initiate a coaching session.
Barge-in - After clicking the Coach button, the Barge-in functionality becomes available. While in a coaching session, click Barge-in to be heard by both the tenant and caller, similar to an n-way call. This now barged-in session ends when the administrator hangs up.