65.039 Advanced Call Handling

Docs 
 
 Document Control   
 
 Document Name   
 
 
 65.039 Advanced Call Handling 
 
 
 Version   
 
 
 v1.0 Current 
 
 
 Author   
 
 
 Neil Tancock, IT Services (Safeharbour Support Ltd), neil@safeharboursupport.com   
 
 
 Approval   
 
 
 Safeharbour Support   
 
 
 Approval date   
 
 
 01-JAN-2025   
 
 
 Review date   
 
 
 31-DEC-2027   
 
 
 Absract   
 
 
 Wildix has a range of Video Conferencing options available that are all seamlessly integrated. can be managed directly from Collaboration and integrate with calendars 
 
 
 Scope   
 
 
 This document applies to all clients of Safeharbour Support Ltd 
 
 
 Inputs   
 
 
 None   
 
 
 Outputs   
 
 
 None 
 
 Change Control   
 
 Date   
 
 
 Author   
 
 
 Version   
 
 
 Change   
 
 
 02-DEC-2024   
 
 
 Neil Tancock   
 
 
 0.0   
 
 
 First version 
 
 
 01-JAN-2025  
 
 
 Neil Tancock  
 
 
 1.0  
 
 
 Approved  
 
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 Call Monitoring & Coaching 
 If you manage a group of people in a Call Centre you have the tools, if they are enabled, to monitor  your team's calls and optionally coach them.  While in Collaboration and a colleague is on a call, mouse over the colleague , click on Options button (three dots) and an additional set of options will be presented: 
 
 Listen enables you to silently monitor a call. You can hear the parties, but they cannot hear you. 
 Whisper enables you to coach a member of your team.  You can hear both parties but only your team member can hear you 
 Barge enables you to take control of a call if you think you need to step in.  All parties can hear each other,.  
 Call pickup / see who is calling 
 To see who is calling: 
 Go to the Colleagues tab and focus the mouse cursor on the user who has a ringing call / is talking on the phone (same option is available in Feature keys / Messaging tab).  If you have the authority, you can see who they are on a call with. 
 To pick up a call: 
 Go to the Colleagues tab 
 Mouse over a colleague who has a ringing call, click on Options button (three dots) and select Pick up. Or right-click on a colleague and select Pick up: 
 
 
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 Need help?  G et in touch! 
 
 
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