❗️Note: Call Monitoring is available only with a smrtPhone Pro subscription.
Call Monitoring allows Administrators to listen in on live calls and possibly take action, including:
Listen to a specific agent (no one will hear you)
Whisper to an agent during the call - coaching them on what to say, without the person on the line hearing you.
Barge in on the call - Breaking into the call and being heard by the agent and the person on the line, without having to be conferenced in.
There are two ways of setting up your monitoring feature:
1. Global settings
All users in your smrtPhone account will be touched by this setting
From your Admin Dashboard in Account Settings, you can Force or Don't force this Pro Dialing Feature for your agents, setting this for all at once.
By forcing you can be sure that all the calls of this agent are visible in Call monitoring while they occur. If it's not forced, the agent can decide.
2. Personalized by User
Admins can modify for each specific user.
In the Dashboard, the Admin can personalize for each user if an agent can or cannot use Pro dialing.
By setting this ON, you are now sure that this agent can use this feature. Moreover, you can choose if you Force or Don't force or even if you want to Use globally.
This setting helps you to overwrite the global setting.
❗️Remember: Pro Dialing can help you to keep an eye on certain agent(s) in particular. Maybe you don't want to monitor all your outbound calls. If so, you can personalize this feature user by user.
Forcing Pro Dialing ensures all calls will be able to be monitored in the call monitoring system by any Administrator. This can be overridden at the user level to give you greater control.
➕With these Pro Features also comes:
Warm transfer - transfer the call to another agent/ user
Hold music - place the person on the line on hold and set a sound for him/her to listen to while waiting
❗️Note: Because Pro Dialer enables/disables the Pro features for calls coming through a flow, including Call Monitoring and Warm Transfers, for Call Monitoring to work, you need 1) a smrtPhone Pro subscription and 2) to have Pro dialing enabled!
More about smrtPhone Pro Features
Learn more about Barging >>
Learn more about Whispering >>
Learn more about Warm Transfer >>
Learn more about Holding Calls >>