Accessing Calls

Options for accessing calls in Team Settings. To get to Accessing Calls in Team Settings, navigate to Settings > Team Settings > Accessing Calls. Team settings are available in Sales Engage, Enterprise, and Connect plans.

  • Live Listen - Allow Users to listen to live phone calls.
    • Allow Anyone - Anyone in the account can listen
    • Allow No One - No one in the account can listen
    • Allow Managers - Only managers on the Team can listen
  • Recording Access - Allow users to listen to reco rded phone calls.
    • Allow Anyone 
    • Allow No One 
    • Allow Managers
    • Allow Managers + Allow Agents Voicemail - Managers on the Team can listen and Agents can listen to their own voicemail messages
  • Barging - Allow users to barge into a call taking over the control. This kicks the existing agent out of the phone call, passing control to the barging user. 
    • Allow Anyone 
    • Allow No One 
    • Allow Managers
  • Coach/Whisper to agent - Allows you to whisper/coach to the live agent during the call. Only the agent can hear the manager's voice. 
    • Allow Anyone 
    • Allow No One 
    • Allow Managers
  • Hangup Calls - Allows users to disconnect a phone call. 
    • Allow Anyone 
    • Allow No One 
    • Allow Managers
  • Change agent assignment - Allow users to modify the agent who owns the call. 
    • Allow Anyone 
    • Allow No One 
    • Allow Managers
  • Allow Account Administrators - When enabled, Administrators will have access to the real-time dashboard as managers of this team and audio recordings. 
  • Restrict Account Administrators - Restrict audio recording access for Administrators. When disabled, agency administrators have full access to audio recordings. 

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