This workflow object allows a campaign manager or owner to dial a dedicated DNIS, be authenticated, and then listen to an active call in their campaign.
1. An Example Scenario
The Monitor Campaign object is used for managers that may not have access to the Workspace, to monitor calls for a specific campaign by calling a dedicated workflow. Once a call ends, a new call will be connected until the monitoring is ended.
2. Add Workflow Object
Open the Workspace.
Select Workflows from the Resources menu.
Select a workflow from the list displayed (you can also create a new one). A schematic representation of the workflow is displayed.
Click the Add Workflow Object button. The New Workflow Object dialog opens.
Select Monitor Campaign from the drop-down selection list.
When you include Monitor Campaign in your automated workflow, enter the following details:
What you should do
Workflow Object Title
Enter a meaningful name for your new object.
Select the campaign that will be monitored using this DNIS.
Input Passcode Prompt
Select which sound will be played to prompt the Campaign Manager to enter the passcode.
Incorrect Passcode message
Select which sound will be played when an incorrect passcode is entered.
Select which sound will be played when the correct passcode is entered.
Access Failed Message
Select which sound will be played when the maximum passcode entry retries has been reached.
Enter a passcode that the Campaign Manager will use to start monitoring mode.
Max Passcode retries
Select how many times an attempt to input a valid passcode will be allowed.
No Active Calls Message
Select which sound will be played when there are no active calls for the campaign.
Announce Agent ID
Click on the check box to enable the Agent ID announcement when a new contact interaction is monitored.
Click Save to keep your new object and to return to the Workflow Builder.
3. Monitor Agent Controls
Once a Supervisor is monitoring an agent, they can control the process by pressing the following keys on their phone keypad at any time:
1# to enter another Agent ID
5# to enable whisper functionality (Supervisor can talk to Agent the caller can't hear the supervisor but can still hear the agent talking)
6# to enable barge functionality (Agent, Supervisor, and Caller can speak to each other)
4# to return to the default listen-only functionality