Call Monitoring Features

Call monitoring involves a supervisor tapping into a phone transaction between an agent and a caller. There are several methods of monitoring a call.

• Voice only monitoring
• Voice and data monitoring (supervisor monitors voice call and sees visually the actions taken by an agent on a computer screen.
• Coaching (supervisor and agent hear the voice call and can communicate – caller only hears agent)
• Conferencing (supervisor, agent and caller all can talk with one another)

Asterisk commands

It’s implemented with Asterisk cmd ZapBarge or Asterisk cmd ChanSpy to listen to the call as a supervisor.

See Also

• Database Systems Corp. – IVR Systems and ACD Software solutions with Call Monitoring features.
• PBX features