380 Chapter 14 Contact Center PhoneSet Manager and Contact Center Softphone
To add a call note
1. As a call is ringing on your extension, on the soft phone display click Answer to answer the call.
Contact Center Client appears on top of all open applications and displays the Call Notes monitor.
2. After Enter a new call note, type a note.
Call notes can include a maximum of 100 characters.
3. Click Add.
The call note is added to the Call notes text box and is included in the soft phone display upon call
transfer.
Recording calls
There are occasions when an agent wants to temporarily stop recording a call for confidentiality reasons, or, if
the call is not currently being recorded, the agent may want to start recording if the conversation becomes
hostile or sensitive in nature and a call record may be required. On the Agent State by Time, Agent State by
Position, and Agent State by Queue by Time monitors, the Call recording option enables you to start, stop,
and restart call recording at any time during a call, using OAISYS call recording functionality. Requirements
for this on-demand call recording feature are Contact Center Management, Contact Center PhoneSet
Manager or Contact Center Softphone, Interactive Contact Center, and the OAISYS call recording connector.
To record a call
1. Right-click the associated cell of an agent and select Call Recording=>Start Recording.
2. To stop recording, right-click the cell and select Call Recording=>Stop Recording.
Silent monitoring calls
Silent monitoring is the process of listening to the voice conversations of internal or external calls between
agents and callers. Silent monitoring enables you to track call handling techniques and determine where
improvements can be made in individual performance. Silent monitoring is supported for the 3300 ICP
telephone system and requires Contact Center Management, Contact Center PhoneSet Manager or Contact
Center Softphone, and Interactive Contact Center.
NOTE:
• The monitoring extension and the extension being monitored must coexist on the same telephone
system.
• The monitoring extension must be permitted by security role to interactively control other agents.
• The monitoring extension’s soft phone tool bar must be open.
To silent monitor a call using Contact Center Client
• Right-click the associated cell of an agent and select Silent Monitor.
NOTE: If the telephone system settings are incorrect or the monitoring extension and the extension
being monitored are on separate telephone systems, you will be unable to Silent monitor and will
instead see "Not Allowed" when you right-click the cell. See "Programming Silent monitoring for the
3300 ICP" in the Mitel Contact Center Management Installation Guide for more information. If the
extension you want to monitor is not currently on a call, you will see "Waiting" when you right-click the
cell.
Transferring calls
To perform a blind transfer using Contact Center Client
• While on a call, right-click the cell of an idle agent and click Transfer call.