MONITOR

Enables a supervisor to listen to a call that is already in progress.

Supported Script Types

Phone

Properties

ContactID

The Contact IDA unique numerical identifier assigned to each contact. of the call that is to be monitored.

Branches

OnError

The Error branch condition is triggered if the Contact IDA unique numerical identifier assigned to each contact. does not exist.

Tips and Tricks

• NICE inContact will establish a three-party conference call and the monitoring call will be muted. In most cases, you can also monitor calls in real-time from NICE inContact. For example, a supervisor may want to be able to call in to a number to monitor calls when they are away from a computer. A script can be created that a supervisor could call into that would have a MONITOR action.
• A call cannot be monitored when it is in an IVRInteractive Voice Response; an automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both. or in a Prequeue state. A call must be connected between two parties, for example the caller and the agent.