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(Updated via BpClonePage extension. Source page: draft:Scenario-builder-reference-guide/ScenarioBlocks/MonitorCall)
 
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= Monitor Call =
 
= Monitor Call =
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The ''Monitor Call'' scenario block allows you to monitor agents from an ongoing IVR call. The block must be enabled by a tenant feature "Remote agent/service monitoring".
 
  
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{{ note | When the feature is turned off, the block is not displayed in the Scenario Engine palette, and scripts that have this block already will cause an exception during execution when this block is about to be executed. }}
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The ''Monitor Call'' scenario block allows in-progress calls of a service or agent to be monitored by an authorized user.
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{{ note |  
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* Contact your service provider to enable access to remote call monitoring and the ''Monitor Call'' scenario block.
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* If your service provider has not enabled remote call monitoring, this block is not displayed in the Scenario Engine palette, and any scenarios that already have this block will cause an exception when attempting to execute this block.}}
  
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This scenario block allows for monitoring active calls. This is authenticated with a PIN number associated with your user account that has the ''Remote call monitoring'' permission enabled. After being authenticated, an extension number can (optionally) be provided to monitor a call on a specific agent, or a random call on a specified service.
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The ''Monitor Call'' block can be used in a scenario as follows:
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* The user who will monitor calls is prompted to enter an extension, PIN, and select a service or agent to be monitored.
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* The extension, PIN, and choice of agent or service are passed to the ''Monitor Call'' block.
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* The ''Monitor Call'' block checks that the PIN is associated with the extension, and belong to a user with the ''Remote call monitoring'' [[Contact-center-administrator-guide/UsersandTeams/Privileges|privilege]] enabled. If any of these conditions are not met, it conditionally exits to '''Access Denied'''.
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* The monitoring user is connected by the ''Monitor Call'' block to listen to a randomly selected in-progress call from the indicated service or agent. If no call is in progress, it conditionally exits to '''No active calls'''.
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* Call monitoring is active until the call is ended by one of the original parties, or the escape button is pressed by the call monitor.
  
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Users with the ''Remote call monitoring'' permission call a number associated with an IVR scenario and enter a PIN associated with the agent to monitor.
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The [[Faq/RemoteCallMonitoring|Remote Call Monitoring FAQ]] offers additional guidance on how to use the ''Monitor Call'' block.  
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The user is then prompted to enter an agent's extension number. If the agent has any calls, the user is connected to the call in progress.
 
  
 
== Settings ==
 
== Settings ==
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=== Title text ===
 
=== Title text ===
 
The name of the instance of the block (any name).
 
The name of the instance of the block (any name).
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=== Agent's digital id (extension) ===
 
=== Agent's digital id (extension) ===
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The configured softphone number of the monitoring user. This user should have the ''Remote call monitoring'' permission.
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The monitoring user's softphone number. The user must have the ''Remote call monitoring'' [[Contact-center-administrator-guide/UsersandTeams/Privileges|privilege]] enabled, otherwise the block will take the '''Access Denied''' conditional exit.
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=== Over the phone agent PIN ===  
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The PIN number associated with the user account above.
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=== Over the phone agent PIN ===
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The monitoring user's PIN. Must be the PIN associated with the user account defined by '''Agent's digital id (extension)''', otherwise the block will take the '''Access Denied''' conditional exit.
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=== Monitor ===  
 
=== Monitor ===  
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The type of monitoring to configure. Selecting '''User''' will allow you to monitor a particular user. Selecting '''Service''' will allow you to monitor a random user for a particular service.
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Select ''User'' to monitor calls from the agent indicated by the '''User's ID, login or digital ID (extension)''' setting. Select ''Service'' to monitor calls from the service indicated by the '''Service''' setting.
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==== Service ====
 
==== Service ====
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Select a service from the drop-down that you'd like to monitor. Selecting '''<Current>''' means the service previously defined in the IVR call. This is either in the Scenario Entry or using the '''Set Service''' block.
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The name of the service from which calls will be randomly selected for monitoring. Select ''<Current>'' to monitor calls from the service associated with the scenario entry for this scenario, or the service indicated by the [[Scenario-builder-reference-guide/ScenarioBlocks/RequestSkillorService|Request Skill or Service]] block.
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==== User's ID, login or digital ID (extension) ====
 
==== User's ID, login or digital ID (extension) ====
 
The configured softphone number of the user to be monitored.
 
The configured softphone number of the user to be monitored.
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=== Escape button for caller to stop monitoring ===  
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This is the button that will exit when it is pushed during the call.
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=== Escape button for caller to stop monitoring ===
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Pressing the indicated button while monitoring a call will exit the monitoring session.
  
 
== Conditional Exit ==  
 
== Conditional Exit ==  
  
 
=== Access Denied ===  
 
=== Access Denied ===  
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This exit is taken when the permissions for the user is not sufficient.
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This exit is taken when the monitoring user cannot be authenticated, or does not have sufficient permissions to monitor calls.
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=== No active calls ===
 
=== No active calls ===
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This exit is taken when there are no calls to monitor or if the user or service was not found.
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This exit is taken when there are no calls to monitor or if the user or service to monitor was not found.
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=== Escape Digit ===
 
=== Escape Digit ===
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This exit is taken when the button defined in ''Escape button for caller to stop monitoring'' is pushed during the call.
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This exit is taken when the button specified by ''Escape button for caller to stop monitoring'' is pressed during the monitoring session.

Latest revision as of 04:27, 16 September 2024

• 5.19

Monitor Call

The Monitor Call scenario block allows in-progress calls of a service or agent to be monitored by an authorized user.

Info.40x40.png
  • Contact your service provider to enable access to remote call monitoring and the Monitor Call scenario block.
  • If your service provider has not enabled remote call monitoring, this block is not displayed in the Scenario Engine palette, and any scenarios that already have this block will cause an exception when attempting to execute this block.


The Monitor Call block can be used in a scenario as follows:

  • The user who will monitor calls is prompted to enter an extension, PIN, and select a service or agent to be monitored.
  • The extension, PIN, and choice of agent or service are passed to the Monitor Call block.
  • The Monitor Call block checks that the PIN is associated with the extension, and belong to a user with the Remote call monitoring privilege enabled. If any of these conditions are not met, it conditionally exits to Access Denied.
  • The monitoring user is connected by the Monitor Call block to listen to a randomly selected in-progress call from the indicated service or agent. If no call is in progress, it conditionally exits to No active calls.
  • Call monitoring is active until the call is ended by one of the original parties, or the escape button is pressed by the call monitor.

The Remote Call Monitoring FAQ offers additional guidance on how to use the Monitor Call block.

Settings

A scenario for call monitoring

Title text

The name of the instance of the block (any name).

Agent's digital id (extension)

The monitoring user's softphone number. The user must have the Remote call monitoring privilege enabled, otherwise the block will take the Access Denied conditional exit.

Over the phone agent PIN

The monitoring user's PIN. Must be the PIN associated with the user account defined by Agent's digital id (extension), otherwise the block will take the Access Denied conditional exit.

Monitor

Select User to monitor calls from the agent indicated by the User's ID, login or digital ID (extension) setting. Select Service to monitor calls from the service indicated by the Service setting.

Service

The name of the service from which calls will be randomly selected for monitoring. Select <Current> to monitor calls from the service associated with the scenario entry for this scenario, or the service indicated by the Request Skill or Service block.

User's ID, login or digital ID (extension)

The configured softphone number of the user to be monitored.

Escape button for caller to stop monitoring

Pressing the indicated button while monitoring a call will exit the monitoring session.

Conditional Exit

Access Denied

This exit is taken when the monitoring user cannot be authenticated, or does not have sufficient permissions to monitor calls.

No active calls

This exit is taken when there are no calls to monitor or if the user or service to monitor was not found.

Escape Digit

This exit is taken when the button specified by Escape button for caller to stop monitoring is pressed during the monitoring session.

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