15-Mar-2021
Article :008282

This article provides an overview of the Call Monitoring feature in Rainbow Office softphone HUD.

On the Rainbow Office softphone HUD, when an agent or user is on a call, the admin or supervisor can mouse over the user and click Monitor. When an agent or user is on a call in Rainbow Office softphone HUD, the administrator or supervisor can mouse over the user and click Monitor.

When a user is being monitored, the following actions are available:
 

Function Icon Description
 Whisper    This option allows the supervisor to speak with the user without interfering with the caller.
 Barge In    This option allows the supervisor to join the call.
 Take Over    This option allows the supervisor to take the call and proceed without the user who answered the call.


NOTE: On-demand call recording will not work from the Rainbow Office Softphone for Desktop when monitoring another call. The user being monitored must have the Call Recording configured on their end
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Tags - Rainbow Office, Rainbow Office Phone, Head-Up Display, Monitoring, Phone, Softphone

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