2.1.6. Groups (Listen In)

Groups

This enables you to see all of your organisation’s groups and their corresponding team members. You’ll be taken to your own primary group membership when you click on this tab.

• The Group selection bar defaults to your primary team. Click on it to open a drop-down menu and select other groups.
• Dialling this Extension number will ring all members of this team. This is not the same as a hunt group!
• The coloured circles to the left of the employee’s name represent the status of that employee’s phone, known as presence:
  • Red = On Call
  • Orange = Ringing
  • Green = Available
• Availability status is only available for contact center license holders and defines whether you are logged into or out of that team’s call group and therefore whether you are able to receive calls or not.
• Clicking the three dots to the right of available opens up any of the available call options:
  • Listen In (only available if agent is on a call and the listen in function has been set up for the person listening in)
    
    
    
    
  • Call (If presence state is green)

Listen In

Requirements to use Listen In:

• Team Leader or Admin Natterbox Permission Level (see guide on assigning permissions)
• Cloud PBX license.
• User must be the Group Administrator of the Group they wish to use Listen In for.
• User must have the 'User Can Listen In to Group Members calls' option checked in the Group Administrator Edit page.
• Ensure that the Webphone is open and registered to make calls.
• 'View All Custom Settings' must be checked in the user's Salesforce Profile.

If you have the relevant permissions enabled you will be able to use the listen in options when members of your team / group are on a call.

• Listen: listen in on the call only without being able to speak to the other parties (represented by a dotted line connecting the other parties)
• Whisper: speak to the agent only, eg to give them guidance (represented by a dotted line connecting you to the agent and one connecting the other parties)
• Barge: speak to both parties, eg if the agent is dealing with a difficult customer (represented by a dotted line connecting all three parties)

Video