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.
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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
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Recording Access - Allow users to listen to recorded 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
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Barging - Allow users to barge into a call taking over the control, passing all call control to the barging user.
- Allow Anyone
- Allow No One
- Allow Managers
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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
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Hangup Calls - Allows users to disconnect a phone call.
- Allow Anyone
- Allow No One
- Allow Managers
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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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