supervisor
15 posts.
How to jump between agents without hanging up
Using the 8162 roaming-monitor line you can move from one VICIdial agent to the next by pressing a single digit, with no redial in between.
Read postWhen to blind monitor versus barge in
Blind monitor when you want to listen unnoticed, barge in when you need to talk. Here is a simple rule for picking the right VICIdial phone code.
Read postHow to barge into an agent's live call from your phone
Dial the agent's full session ID on a VICIdial-attached phone to join a live call and speak to both the agent and the customer.
Read postHow to barge in from the 8162 monitor extension
The 8162 line does more than silent listening; dial 99 plus the last 3 session digits to barge in and speak to both the agent and customer.
Read postWhat manager barge-in does on a VICIdial call
Manager barge-in lets a supervisor enter a live agent-customer call and speak to both parties, signalled by an entry tone everyone hears.
Read postA supervisor's live-listen workflow over the phone
A repeatable phone workflow for supervisors: pull session IDs, silently sweep agents through 8162, and barge only when a call needs you.
Read postWhat the barge-in entry tone tells the agent and customer
The entry tone is the audible cue both parties hear when a manager barges into a VICIdial call, signalling a third person has joined.
Read postHow cross-server monitor shortcuts work on multi-server setups
On a multi-server VICIdial cluster, an admin can wire shortcut numbers so you can monitor agents on any server from one phone. Here's the idea.
Read postHow to whisper-coach an agent without the customer hearing
True whisper-coaching, where only your agent hears you, is a web monitoring feature, not a phone dial-code. Here is the honest workflow for both.
Read postWhat the 8162 roaming-monitor extension does
The 8162 extension lets you blind-monitor one agent after another on the same VICIdial server without hanging up your phone between listens.
Read postVICIdial Blind Monitoring Explained
Blind monitoring lets a supervisor listen silently to an agent and customer call. Learn how it works, when to use it, and how it differs from barge-in.
Read postHow to Blind-Monitor a VICIdial Agent by Session ID
Dial 0 plus the agent's session ID to silently listen to a live call, or use extension 8162 to roam between agents without hanging up.
Read postHow to Find a VICIdial Agent Session ID
The VICIdial Real-Time report lists every logged-in agent alongside their current session ID, which you need to blind-monitor or barge in to a live call.
Read postHow to Set Up Live Audio Monitoring in VICIdial
Listen to live agent calls from the Real-Time report. Pick a monitor mode, enter the phone you'll listen from, and click an agent's LISTEN link.
Read postHow to Read the VICIdial All Campaigns Summary Report
One page, every active campaign, no per-agent noise. Read the All Campaigns Summary at a glance and click any campaign to drill into its Real-Time report.
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