Vertical Communications TeleVantage 7.5 Supervising other users’ calls, Ending a conference call

Transferring a conference call

You can transfer a conference call, but not to the following destinations:

QAn auto attendant

QDirectly to a voice mailbox

QA call center queue

QAn IVR Plug-in

You also cannot transfer individual parties out of a conference.

Ending a conference call

A conference call normally ends when all parties hang up at roughly the same time. If you leave the conference call early, by default the conference call continues without you. The other participants can continue to talk, even if you started the conference and your company is paying for the outgoing calls used to create it. To terminate the call, each participant must hang up, or you must disconnect all parties.

Your system may be configured to disconnect the conference when you leave.

Supervising other users’ calls ______________________________

With the proper permissions, you can enter another user’s call as a third party without being invited. This is usually done by a manager to supervise the other user, or by an operator to briefly join someone's call to announce something that needs immediate attention.

Note: You cannot use this feature to supervise ACD workgroup calls.

You can supervise calls in the following ways:

QMonitor. You can listen to the other user’s call without being heard by the other parties in the call.

QCoach. You can speak to the other user without being heard by other parties in the call. The other user is the only party to hear you. You hear all parties.

QJoin. You join the call as a full participant, able to hear and be heard by all parties in the call. Essentially, you create a conference call by inviting yourself in.

Each supervise command is available only if you have permission to use that command and the user is configured to allow being supervised with that command. Talk to your system administrator about whether you can monitor, coach, and join other users’ calls, and which users you can supervise, if any.

Important: When supervising a call with multiple users, all other users in the call must be configured to allow being supervised with that mode. If even one user already in the call does not permit being supervised, you cannot supervise the call.

Depending on your system setup, if the person you are supervising leaves the call—for example, transfers it to someone else—you are disconnected.

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