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28 MaxSupervisor Manual

Alternatively, using the handset, press # 59 + <agent extension> +

<workgroup password> + 3.

3. To exit the call, click the Stop button at the bottom of the tab.

The Stop button becomes available on the tab after you click Coach.

Recording Calls

A supervisor can record conversations between a workgroup agent and a

customer. Recorded conversations can then be played back through voice

mail or accessed at a centralized location, depending on how your system

is set up.

WARNING: Listening in to or recording a conversation without the

consent of one or both parties may be a violation of local,

state and federal privacy laws. It is the responsibility of the

users of this feature to assure they are in compliance with all

applicable laws.

To record a call

1. On the Agent State tab, right-click on the agent call to open a context

menu.

2. Choose Start Recording. If the Insert Recording Tone option is set,

both parties will hear a beep when the recording begins.

Note: After a supervisor clicks on the Start Recording command to

record an agent’s conversation, a recording icon is displayed in

the Record column. The display remains until the call is

finished or when the supervisor stops recording the call.

3. To pause recording, right-click on the conversation and choose Pause

Recording.

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