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Listen to a Call

Requirements: See Listen.

Choose this option to start continuous monitoring of a call in a queue. This feature enables a monitoring party to listen to both sides of a call. It is available on user or station queues and My Interactions, if you have the appropriate rights.

All calls in monitored queues alert you (ring, pop and Desktop Alerts) in a similar fashion to calls in My Interactions. These calls also appear in the Call History view.

To listen to a call in a queue:

Select the My Interactions or other queue tab.
Do one of the following:

- Right-click a call in the queue and choose Listen from the menu that appears.
- Select a call and then click the Listen button.

Note: When you listen to a call, a second call appears in a state of Monitoring Call.

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.