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CHAPTER 12. PLACING CALLS IN VIEWPOINT 12-15
To supervise another user’s call using ViewPoint
1. Select one of the following:
Q A call in the Call Monitor, if the other user has shared his or her Call Monitor with
you.
Q A user in the Extensions list who is currently on a call.
Q A call center queue agent in the Agents pane of the Queue Monitor (see Appendix
C).
2. Choose Actions > Supervise, and select the supervisor mode you want to use. The
option is available only if both you and the other users in the call permit that supervisor
mode.
To supervise another user’s call using the telephone
1. Pick up the phone and enter one of the following commands at the dial tone:
Q *57. Join.
Q *58. Coach.
Q *59. Monitor.
2. Enter the extension of the user whose call you want to monitor, coach, or join,
followed by
#.
3. Press 1 to confirm the extension, or press * to enter a different extension.
Note: You can enter the complete digit string rapidly without waiting for the prompts.
For example, *58 102# 1 to coach extension 102.
4. Once connected to the call, you can use the following telephone command options:
Q To change the supervising mode—for example, from monitoring to
coaching—press
Flash, then enter the code for the new mode.
Q To supervise a different user, press Flash # to return to the dial tone, then begin
again.
Using the Strata CS or eyeBeam softphones __________________
For instructions on using the Strata CS H.323 SoftPhone, see Appendix F.
For instructions on using the eyeBeam SIP softphone, included with Strata CS, see Appendix G.