BT Cloud Phone


Call Monitoring Overview | BT Cloud Phone

« Go Back

Article

 
SummaryThis article provides information about the Call Monitoring feature of the BT Cloud Phone system.
Details

Call monitoring allows authorised Users to access and take part in calls made by other Users in real time. This feature works by giving Users permission to monitor others and selecting Users that can be monitored. It works well with BT Cloud Phone desk phones that support Presence, and with the BT Cloud Phone Desktop app as well.
 

Availability

Call monitoring is available to BT Cloud Phone Connect and Collaborate Users.

IMPORTANT: Only Super Admins, User Admins, and Users with User Admin access can customize the Call monitoring group settings. See BT Cloud Phone User Roles and Permissions for more information.

NOTE: You can only monitor calls or be monitored if you are part of a Call monitoring group. A call can only be monitored by one authorised User at a time.

 

Users of the Call monitoring feature

 


Users that can monitor others


This capability is typically given to a Supervisor, Team Leader or Manager to allow monitoring of an employee's performance, productivity and customer service.


Users that can be monitored


These are Users whose performance need to be monitored or evaluated by the supervisor. 

 

Click on links below to learn more.

Setting up Call monitoring

Adding and setting up a Call monitoring group

Modifying the Call monitoring group information

Adding Users to the Call monitoring group

Call monitoring options

Monitoring calls on a desk phone with Presence capability

Monitoring calls on a desk phone without Presence capability

Monitoring calls on the BT Cloud Phone Desktop app HUD

 

Adding and setting up a Call monitoring group  

1. On the Presence permissions tab, make sure that "Allow other users to see my Presence status" is on. See Setting up Presence on the BT Cloud Phone Account for more information.
2. The Administrator should go to the Phone system section on the Admin portal.
3. Click Groups Call monitoring > New Call monitoring 
4. Enter the Group name for the Call monitoring group, then click Next.
5. Select Users that can monitor calls from the list, then click Next. Use the Search bar to easily find the Users that need to be selected.
6. Select the Users that can be monitored from the list, then click Save

NOTE: Use the Search bar to easily find the Users that need to be selected. You may also click on the page numbers on the bottom right to see the next page on the User list.

[Back to Topics]


 

Modifying the Call monitoring group information

1. On Phone system, click Groups > Call monitoring.
2. Select the Call monitoring group that needs to be modified.
3. Click Call Monitoring Details to rename or delete the selected Call monitoring group.
• Renaming a Call monitoring group - Enter the new group name, then click Save.
• Deleting a Call monitoring group  - Click the Delete group button. A warning appears to confirm the attempt to delete of the Call monitoring group. Click Delete to proceed. Otherwise, click Cancel.

[Back to Topics]


 

1. On Phone system, click Groups > Call monitoring.
2. Select the Call monitoring group that needs to be modified.
3. Click the Group members tab.
4. The Group members tab lets you edit the following settings.
Select Users that can monitor others - Click Can monitor to select users that can monitor others. Select the Users that can monitor others from the list, then click Save.
Select Users that can be monitored - Click Can be monitored. Select the Users that can be monitored from the list, then click Save.

[Back to Topics]

 

Call monitoring options

You can monitor calls using any of the following methods.

Monitoring calls on a desk phone with Presence capability
Monitoring calls on a desk phone without Presence capability
Monitoring calls on the BT Cloud Phone Desktop app HUD


 

Monitoring calls on a desk phone with Presence capability

The following desk phones support Presence and can be used for Call monitoring:

 

BT Polycom phones

VVX 300

VVX 301

VVX 400

VVX 411

VVX 500

VVX 601


Use the following key commands:
 

User-added image


(Silent) Monitoring

Allows you to listen in and monitor another User's call. 

To Monitor a call, press the soft key on your desk phone for the extension you’re listening to.

User-added image


Whisper/Coach

Lets you talk to another User during a call, without the caller hearing. You can coach Users and help them handle calls.

For Whisper, press the soft key on your phone for the extension you’re listening to, then *81.

Press *80 to go back to Monitor.

User-added image


Barge

Allows you to join the call and get involved in the conversation. 

For Barge, press the soft key on your phone for the extension you’re listening to, then *82.

Press *80 to go back to Monitor.

User-added image


Take Over

Lets you take over a call and free up the other User.

For Take Over, press the soft key on your phone for the extension you’re listening to, then *83

The other User (the agent in the example) goes back to the queue and becomes available to take the next call.

After your conversation with the customer, press *80 to monitor a new call.


[Back to Topics]

 

Monitoring calls on a desk phone without Presence capability

Use the following key commands to monitor calls using your desk phones.

Monitor

Press *80 and you’ll be prompted to enter the extension number you want to monitor.

Whisper

Press *81.

Barge

Press *82.

Take Over

Press *83.

Go back to Monitor

Press *80 to go back to Monitor.


[Back to Topics]

 

Monitoring calls on the BT Cloud Phone Desktop app HUD

To monitor calls on the BT Cloud Phone Desktop app HUD, hover over the User you’re monitoring when they’re on a call and click on Monitor. A Monitoring Call window opens with WhisperBarge and Take Over options.

For more information, go to Call Monitoring for the BT Cloud Phone Desktop App Head-Up Display (HUD).



See Also

Setting up Presence on the BT Cloud Phone Account 

Issue
Question
Symptom
Steps To Reproduce
Affected Environment
Cause
Resolution
Status
TitleCall Monitoring Overview | BT Cloud Phone
URL Name8049
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information