Phone system
Who can
Only people with Can monitor calls ticked on their user, under Phones → Users in the console. Everyone else's Team tab is unchanged. The person being monitored is not told, so tell your staff that calls may be monitored; the law where you are may require it.
How
- Open the Team tab in the web phone. A colleague who is on a call shows Listen, Coach and Join under their name; an AI agent's live call appears under AI agent calls with Listen, Join and Take over.
- Press one. Your phone rings and answers itself; you hear both sides of the call.
- Switch modes on the call screen. Listen: nobody hears you. Coach: only your colleague hears you. Join: everyone hears you.
- Press Leave to drop out. Their call carries on.
Taking a call over from an AI agent
On an AI agent's call, Take over stops the agent and puts the caller through to you at once. The agent's summary and transcript cover its part of the call, and the call record shows the handover.
Related
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