Eavesdrop allows a supervisor to listen in on a call of a user they are assigned to.
This article will show you how to do the following:
How to eavesdrop on a call
How to Enable the feature
How to Eavesdrop:
At this time, the Eavesdrop feature can only be done on outbound calls.
Dial the eavesdrop star code plus the extension # of the agent you want to Eavesdrop on (Ex. *79101 would enable the eavesdrop feature for the active call on extension 101, if that person is in the assigned users list).
By default you will start in eavesdrop mode (Neither side can hear you)
Pressing 2 enables Whisper mode (Only the agent from your company can hear you).
Pressing 3 puts you into Barge mode (Both sides of the call can hear you)
Pressing 1 at any time puts you back into Eavesdrop mode.
How to Setup & Manage Eavesdrop:
This feature can only be set up and managed by an Audian Support Technician
Click Eavesdrop on the left.
Click on the Gear icon in the top right
Assign a feature key and click Save Changes.
Note: The feature key number selected cannot be one that is already in use. To see these, click the Feature Codes button on the left.
To assign users as supervisors, and the users that they supervise, click the gear icon to the right of a user.
Toggle the Enable/Disable button to set the user as a supervisor.
Drag and drop the users the supervisor can eavesdrop on from the left side to the right, and then click Save Changes.
Note: This step will need to be done for each supervisor and who they are to supervise.
