If necessary, your Supervisors can listen in on your call center agents’ calls in real time, according to their own choosing. The feature is available by entering Feature Access Codes on an authorized internal extension.
Listening in on conversations can be done in two ways:
- the observed extension will not be notified about them being listened in on (FAC: *22)
- the supervisor can talk to the user on the observed extension (FAC: *23)
In either case, the party talking to the observed extension (whether an external caller or another internal extension) will not be notified about the fact of them being listened in on.
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ArenimTel is a cloud-based, scalable, cost-effective software solution for Call Centers and Customer Services that can be flexibly parameterized, offers more than 100 features and can be tailored to your company’s unique needs. Click here for the full feature list.