With the BT Cloud Phone Desktop App Head-Up Display (HUD)
, authorised Users can monitor calls made by other Users, with additional features such as whisper, barge, and takeover.
Key Features & Benefits
• Accessible via BT Cloud Phone Desktop HUD.
• Switch to the different functions (whisper, barge, and takeover) within the User Interface (UI).
• Call Monitoring is also accessible on compatible Desk Phones. For more information go to Call Monitoring Overview
• Available for BT Cloud Phone Connect and Collaborate users. Go to https://business.bt.com/products/business-phone-systems/voip/cloud-phone/
for more information on BT Cloud Phone plans and pricing.
Setting up Presence permissions
Presence and Call Monitoring permissions can be used to allow selected Users to monitor someone else’s calls. For example, so a manager can monitor their team’s calls for coaching purposes.
Go to Users
> User list
Select the User you need to configure.
Go to Phones & Numbers
, then click Presence
On the Permissions
tab, tick the On
option for Allow other users to see my Presence status
. Under Select users permitted to answer my calls
, tick the box beside the User that you want to permit to answer your calls. Click Save
to finalise changes.QUICK TIP:
Administrators with permission to monitor other Users for management purposes can opt to have their phone ring when any User they are monitoring receives a call. To enable the Ring my phone when any user I am monitoring rings
, go to the Appearance
tab and tick the On
option for Ring my phone when any User I am monitoring rings. Click Save
to finalise changes.
Setting up Call Monitoring
Go to Phone System
On the Call monitoring
tab, click the New call monitoring
Define the Group name. Click Next
Select Users that can monitor calls.
Tick the box beside the users that you want to select. Click Next
You may also enter the user's name on the search bar to find the User you want to add.
Select Users that can be monitored.
Tick the box beside the User that you want to select. You may also tick the box on the Name
tab to select all Users. Click Save
to save your Call monitoring group.NOTE:
You may click on the page numbers on the bottom right to see the next page on the User list.
On the BT Cloud Phone Desktop App HUD, when an agent or User is on a call, the admin or supervisor can hover their mouse over the User and click on Monitor.
When a User is being monitored, the following options are available:
Whisper - This option allows the supervisor to speak to the User without the caller hearing.
Barge - This option allows the supervisor to join the call.
Takeover - This option allows the supervisor to take the call and proceed without the User who answered the call.