Call Center Audio Monitoring

Making the Connection

As a call centre administrator, you can initiate the connection if you wish:

Search for the desired agent who is currently calling. You can do this either in the list of call center agents or in the list of agents that are part of the queue.

Here you select the agent whose call you want to join.

In the agent list, first hover your mouse over the right side. The speaker icon will then appear here.

This icon can take 1 or 2 seconds to appear. Then click on this icon to perform the action.

After clicking on the speaker icon, the Audio Monitoring window will appear in the bottom right corner.

From the moment this window appears in the corner of your screen, you can control the connection.

As we mentioned above, we have three options in this monitoring window to affect the connection to the call.

Join the call

The first option we have available is the Connect to call function. This feature allows us as an administrator to join a call and interact with both sides of the communication. This is a full engagement where we become the third full participant in the call. Unlike the Listen Only option, which allows us to only listen to the ongoing call, or Whisper mode, which allows us to only talk to our agent and the called party on the other end will not know about our involvement. So, to implement this kind of connection to the ongoing call, we choose the "Join call" option in the Audio Monitor pop-up window.

Listen only

If we only want to monitor and listen to the ongoing call between the agent and the customer without the parties involved being aware of it. select the Listen Only function. In this mode, we are allowed to hear both sides of the call without the other participants hearing us. By default, the Audio Monitor pop-up window has Listen Only selected when the connection is made, so by default neither the agent (the user on the network) nor the caller (the caller outside the network) will know about the administrator connection.

Thus, to implement this type of connection to an ongoing call, select the "Listen Only" option in the Audio Monitor pop-up window. Your connection status will change to Listen Only and neither party will hear you further.

Whisper

The whisper feature puts us virtually behind our agent and allows the administrator to speak only to the agent within the ongoing call. The caller or called party outside our network cannot hear us in this type of connection, so to implement this type of connection to the ongoing call, we select the Whisper option in the Audio Monitor pop-up window.

Using the DTMF audio tracking function

DTMF (Dual-Tone Multi-Frequency) is a method for transmitting information over a telephone line using audio tones. It is commonly used for signaling in telephone systems, and can also be used for inputting commands to automated systems such as voicemail or banking systems.

The DTMF system uses a set of 8 audio frequencies to represent the digits 0 through 9, as well as the characters "*" and "#". When a user presses a key on their telephone keypad, the phone sends a pair of tones representing the corresponding digit or character to the telephone exchange. The exchange can then use these tones to determine which button was pressed and take the appropriate action.

DTMF audio monitoring refers to the ability to listen to or record the audio tones generated by a telephone when a keypad is pressed. This might be used, for example, to monitor the use of a telephone system or to record the input of commands to an automated system.

This function can also be used within a Vulcan Telecom system and it is possible to have our experts set up so that the user can dial a code to use these functions for an ongoing call. Basically, you will need to ask us to set up the DTMF audio tracking feature for the domain.

At base, this functionality is primarily available to Office Managers only. However, the experts at Vulcan Telecom can of course restrict or allow access to this feature to specific users only.