NextOS Call Center: Silent Monitoring an Agent's Call

Call center supervisors can listen to their Agents' calls in real time, hearing both the Agent and the caller without being heard themselves. Unlike Supervisor Coaching, where a supervisor can listen and speak only to the agent, Silent Monitoring only allows the supervisor to hear the call.

In order to utilize this feature, the supervisor must be assigned either an Enterprise or Power Suite license and have the Agent assigned to them in the Call Center.  For instructions on how to manage Agents and supervisors in a Call Center, click here.  Also, by default, all users are protected from barge-in or monitoring by other parties. To enable monitoring or barge in, submit a case to the Nextiva Support team.

Monitor a Call

NOTE: You cannot monitor an Agent who is participating in a conference call or N-Way call.

Using Feature Access Codes

Supervisors can use feature access codes to monitor calls.

1. From their Nextiva phone, dial #82.
2. After a stutter tone, you will hear a new dial tone.
3. Enter the extension of the agent to monitor.
4. The supervisor will be connected to the agent's call.

Using Unity Supervisor

From the Unity Supervisor application, a supervisor can monitor either an Agent's current call or the next call an Agent places.

Personal Wallboard

1. Right-click on the call center the agent is assigned to.
2. Hover over the Agents option.
3. Hover over the Agent to monitor.
4. Hover over the Silent Monitor option.
5. Select the option for silent monitoring.
   • Current call - Monitor the call the agent is currently part of
   • Next call only - Monitor the next call the agent takes
   • All calls - Monitor the current call and all future calls the agent takes.

Agent Activity Tab

1. Click the Agent Activity tab
2. Select a Call Center from the Name drop-down menu.
3. Right-click on the Agent and select Silent Monitor
4. Choose one of the following
   • Current call - Monitor the call the agent is currently part of
   • Next call only - Monitor the next call the agent takes
   • All calls - Monitor the current call and all future calls the agent takes.

Tools Menu

1. Click the Tools menu.
2. Hover over Call Centers.
3. Hover over the call center the agent is assigned to
4. Hover over Agents.
5. Hover over the Agent to monitor
6. Hover over Silent Monitor
7. Choose one of the following
   • Current call - Monitor the call the agent is currently part of
   • Next call only - Monitor the next call the agent takes
   • All calls - Monitor the current call and all future calls the agent takes.

Using the Supervisor Dashboard

Supervisors using the legacy supervisor dashboard tool can silently monitor an agent from the dashboard.

In the agent's section of the dashboard, click either SM (silent monitor current call) or SMN (silent monitor next call) to establish silent monitoring.