Interaction Desktop Help
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 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.