Silent monitoring calls

Silent monitoring is the process of listening to the voice interactions of internal or external calls between agents or extensions and callers. Silent monitoring enables you to track call handling techniques and determine where improvements can be made in individual performance. If required, supervisors can conference into the call they are silently monitoring to talk to the customer. For more information, see "Conferencing calls" for Contact Center Softphone or see "Conferencing calls" for Contact Center PhoneSet Manager.

Silent monitoring is a MiVoice Business feature leveraged by MiContact Center Business. With MiVoice Business 7.0+, supervisors can select an agent or extension for silent monitoring at any time, but the monitoring does not begin until the agent or extension answers or makes a call. The monitoring is maintained so long as the agent or extension remains on the call. The supervisor hears everything the agent hears during the course of the call, including conferences and voicemail. If the agent moves to a call on another line, silent monitoring will follow the agent over to that line. Up to six supervisors can silently monitor an agent or extension. MiVoice Business 7.0+ also enables supervisors to coach agents on call. For more information, see "Coaching agents on call with customers".

Silent Monitor can be accessed through Contact Center Client or, if programmed on your 3300 media server, through entering a Feature Access Code (FAC) on your phone or in MiCollab Client. For more information about silent monitor and its features and enhancements, consult your Mitel Mi Voice Business documentation.

Note:
  • The monitoring extension and the extension being monitored must coexist on the same telephone system.
  • The monitoring extension must be permitted by security role to interactively control other agents.
  • The monitoring extension’s soft phone toolbar must be open.
  • Supervisors can initiate silent monitor from either a Mitel desk phone (using Feature Access Code) or from the Supervisor Client, Contact Center Client. Agents can be silent monitored regardless of the device they are using (Mitel desk phone, Contact Center Client softphone, or MiCollab softphone).
The following procedures explain how to
  • Silently monitor a call using Contact Center Client
  • Silently monitor a call using Contact Center Client and a Feature Access Code

The following procedures take place in an open real-time agent or extension monitor

To silently monitor a call using Contact Center Client
  • Right-click the cell of an agent or extension and select Silent Monitor.
Alternatively:
  1. Select the cell of an agent or extension in a monitor whose call you want to silent monitor.
  2. In the Contact Center Client Real Time ribbon, under the Agent Control or Extension Control tab, click the Softphone button and click Silent Monitor.
    Note:

    If the telephone system settings are incorrect or the monitoring extension and the extension being monitored are on separate telephone systems, you will be unable to Silent monitor and will instead see 'Not Allowed' when you right-click the cell. If the extension you want to monitor is not currently on a call, you will see 'Waiting' when you right-click the cell.

To silently monitor a call using Contact Center Client and a Feature Access Code
  1. In the dial box, type the Feature Access Code followed by the agent or extension number.
  2. Click Dial.
Parent topic: Making and handling calls using Contact Center Client
↑