At the active connections section all the agents, whom are currently on call are listed. By clicking on an active call, the “Call details” are displayed, where the current state, extension, ID, name of the agent, as well as the call ID and other details can also be seen. There is an option to listen in to a call or speak to an agent (guidance) while they are in an active call.
By clicking “Listen” you’ll be able to listen the currently active call. When the call ends, the listening channel will be terminated. You can choose an active call to start listening.
By clicking “Speak” you’ll be able to speak to the agent who is currently in a call (educational or guiding purposes). The customer will only hear the agent speaking.