Contents

Listen Button

Requirements: The "Listen" Interaction Command Right determines if the Listen button can appear on a toolbar. It also controls whether the Listen command appears on a shortcut menu. The Listen in on Interactions Security right enables you to listen to an interaction appearing in My Interactions. The Monitor Station Queues, Monitor User Queues, or Monitor Workgroup Queues Access Control rights enable you to listen to an interaction appearing on another queue.

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Location

Queue Control toolbar

Description

Click the Listen button to listen in on a call. You can listen to a caller leaving a voice mail message, to a call on hold, or to a conference call.

The parties being listened to may not be aware that someone is listening to the call. For more information, see Determine if Someone is Listening to or Recording Your Interactions.

Tip: Click the Private button while you are connected to an interaction if you do not want anyone to be able to listen to the conversation.

Warning: Genesys disclaims any responsibility for end-user or licensee to comply with federal or state law restrictions regarding Record, Snip, or Listen capabilities of CIC software. The licensee hereby warrants and represents that the end-user or licensee will use the product in compliance with any federal or state law.