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HowTo Monitor and Barge

1. Go to "Reports"

2. Click the "Real-Time Main Report"

3. On the upper part click "Choose Report Display Options"

4. You can select AlL ACTIVE Campaigns or select the campaign to monitor then select "BARGE" or "MONITOR"
BARGE - This means three-way
MONITOR - This means Listen to the agent calls.

6. Always change the Refresh Rate to 4 Seconds.

7. Set "Phone" with your own extension number.

8. Click "SUBMIT"

9. You will now see a "LISTEN" link besides the SESSIONID column, click LISTEN for the agent you want to monitor, the phone/extension you entered in the Phone option will ring, answer it and you should be able to hear the agents session.

Note:
You must prepare your softphone before doing the steps above and make sure that your softphone is registered.

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