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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:

  1. Select the My Interactions or other queue tab.

  2. Do one of the following:

    • Right-click a call in the queue and choose Listen In from the menu that appears.

    • Select a call and then click the Listen button.

Note: When you listen to a call, a line below the call displays the Listen icon.

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.

Related Topics

Auto Select Interactions After Disconnect

Determine if Someone is Listening to or Recording Your Interactions

Listen Button

Listen to Someone Leave a Voicemail Message