Employee
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3.5K Messages
AT&T Office@Hand Call Monitoring Overview
When we were onboarding AT&T Office@Hand, I saw a demonstration where a manager was able to speak to an agent without the customer being able to hear me. Does anyone know what the feature is called and how I use it?
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Official Solution
j_wilson
Employee
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3.5K Messages
4 years ago
AT&T Office@Hand allows you to monitor calls in a few ways including, “Whisper” mode which allows a supervisor to speak to an agent to help them resolve their call. Your system administrator can configure your account to allow you to monitor calls. AT&T Office@Hand also includes “Monitor” which allows you to passively listen, “Barge” which allows you to interact with both your agent and the customer and “Takeover” which allows you to take full control of the call and disconnect the agent. See our tutorial “Call Monitoring – Overview | AT&T Office@Hand Article #8135” for more information. You can also visit asecare.att.com to see more tutorials on using the Android application.
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Mas3rah
New Member
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1 Message
1 year ago
I am trying to use office at hand call monitoring feature. I can see the monitoring clock moving but cannot hear the caller of agent?? Tried through headphone and microphone on laptop?? Any suggestions?
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ATTBusinessForums
Administrator
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26.2K Messages
1 year ago
Hi @Mas3rah,
We want to help. Let’s meet in a Direct Message on this. Please check your Direct Message Inbox (it’s the chat icon next to the bell icon in the upper right corner of the forums).
Shad
AT&T Business Social Media
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