AltiGen MAXCS 7.0 MaxSupervisor - Manual (Page 32)

28 MaxSupervisor Manual
• [00] – Appears in the Logout Reason column in one of two
situations: either agents in this workgroup are not required to
provide a logout reason, or “00” is used to indicate a logout
reason of “other.”
• [96] – The agent’s IP extension was logged out by the system
due to a network error.
• [97] – The agent’s physical or IP extension changed to a
virtual extension, and the system logged out the extension
from the workgroup.
• [98] – The supervisor logged out the agent.
• [99] – The system logged out the agent from the workgroup
based on the system configuration for “Agent ring no answer.”
Listening in, Barging In, Coaching
You can listen to (silently monitor) an agent’s calls and, if
necessary, intervene and enter the conversation in progress,
sometimes called barging into the call. Essentially, barging in is to
create a conference call with the agent, the caller, and yourself.
You can also choose to coach the agent – tell the agent what to
say without the caller hearing you.
Note: These features require the appropriate extension
permissions. They also require that a Triton Resource
Board be installed in the MAXCS ACC/ACM system. If you
try to make use of these features when there is no board
present, you’ll get a fast busy signal.
You can monitor an agent’s incoming/outgoing calls for the
workgroup that belongs to you, regardless of the agent’s login/
logout status.
You can monitor, barge-in on, and coach an agent's non-
workgroup call through MaxSupervisor or from the phone interface
(using #59).
You cannot listen, barge in on, or coach parked calls, calls on hold,
or calls in conference.
WARNING: Listening in to or recording a conversation without
the consent of one or both parties may be a violation
of local, state and federal privacy laws. It is the
responsibility of the users of this feature to assure
they are in compliance with all applicable laws.