This article will guide you through using OneCloud’s Barge/Whisper/Listen In features.
Only the following user types will have access to the features:
Call Center Supervisor
NOTE: a Desk phone is needed to be able to Barge/Whisper/Listen in to a call.
Office and Site Manager
You can initiate this feature within the Current Active Calls table, located under the Hometab. Select theSpeaker icon, located on the same line as the call you wish to monitor.
Call Center Supervisor
You can initiate this feature under the Call Center tab. In the Agents table, find the agent you would like to monitor. The user should be displayed as follows. Select Speaker Icon to initiate monitoring.
When a user answers the call, they will be in Listen In mode where they can only hear the two parties. Join Call will barge in and allow everyone to hear each other. The Whisper To option will allow the monitoring party and the user on the system to communicate but the external party will not be able to hear the monitoring user.
Please reach out to Support to enable the call monitoring features for your account.
Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features. Accessing the Analytics Board Note: To ...
New Features Added new UI features for remote storage management in the portal. The Remote Storage for Recordings allows a customer to bring their own cloud or self-hosted storage for the recordings. Recordings will remain accessible from the ...
New Features Added Poly Edge E devices to Button Config and NDP. Added Grandstream GRP2670 to Button Config and NDP. Toggle Timeframe now allows for the selection of a remote user and timeframe allowing any phone to monitor another user's timeframe ...
Accessing the Portal You will first need to complete setting up your account using the Welcome Email sent to you by either the onsite installer or TelWare support team. Once set up, you can access your account by navigating to Myonecloud.com. Home ...
In addition, to call recording, OneCloud supports the transcription of calls as of V42. This tool will automatically parse call recordings by a user, transcribe them, and then separate the text by a speaker for a visual representation of the ...