Overview
Training mode enables the ability to listen, or 'eavesdrop‘ on a call. This is useful for call centre training operations where a supervisor or manager can listen in to an agent's live call and provide real-time feedback.
Enable Eavesdropping on the PBX.
From within the Hosted PBX portal, click on “Manage Applications”
Once inside the Manage Applications screen, enable the “Training mode” option.
After enabling Training mode, all extensions will now have the ability to enable Training mode & Training mode privacy.
Enable Training mode On Per User Basis.
Training mode & Training mode Privacy are configured on a per extension basis.
From the Hosted PBX Portal, click on 'Offices & Users‘.
Select the extension you wish to modify.
- To allow an extension to eavesdrop on others, select 'Enable Training Mode’.
- Selecting 'Enable Extension Privacy‘ will ensure that no one can eavesdrop on the extension. (useful for management etc.)
Select both options to have the best of both worlds
In Call Controls
To begin Training mode, dial 88 followed by the extension number to listen to.
During a call, a Manager/Supervisor has the ability to speak with a user, the remote party, or both using the below shortcuts.
These controls are based on the direction of the call.
For Outgoing Calls:
- Press 1 to speak with the Remote Party.
- Press 2 to speak with the PBX User.
- Press 3 to engage a 3-way chat.
- Press 0 Mute yourself.
For Incoming Calls:
- Press 1 to speak with the PBX User.
- Press 2 to speak with the Remote Party.
- Press 3 to engage a 3-way chat.
- Press 0 to Mute yourself.