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- Place a single checkmark to the left of the Agent you wish to listen to.
- Click Live Monitoring. This will only work if the agent is already on a call in progress.
- A Live Monitoring dialogue box opens.
- Enter the number of the phone you wish to use to listen in on the call.
Note: If one or more authorized extensions are registered for Live Monitoring, you must use one of these registered phone numbers for your Live Monitoring session. Select a registered number from the Your Telephone Number drop-down menu. If no authorized extensions are registered for Live Monitoring, you can use any number for your Live Monitoring session.
- You will receive a phone call where you will hear the conversation but neither the agent nor the customer will hear you.
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If an error occurs, the error code will be played to the monitor/coach at the time the request is processed. Below are the codes and their meanings.
| Error | Description |
|---|---|
9011 | There was an error creating the voice conference. |
9012 | The Pupil is in a conference call, and the Coach could not be added to that specific conference. |
9013 | The Pupil is no longer on the call or conference. |
9014 | The User (who the Pupil was connected to) is no longer on call or conference. |
9015 | The Pupil is NOT in a conference call and the Coach could not be added to that specific conference. |
Here is an example of usage.
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