Call Monitoring - Vocalocity

. Call Monitoring | Add- On Feature
Call Monitoring
Improve performance and increase your bottom line.
Vocalocity offers a unique approach to effectively manage employee performance. The service
offers three tools designed to help supervisors or managers monitor and coach their employees.
Authorized personnel can monitor real time employee and customer interactions from any location.
Personnel supervisors can use these tools to participate in conversations between employees and
customers. Supervisors can monitor real time employee performance or customer behavior. The
supervisor can coach an employee while he/she is engaged with a customer on a phone call without
the customer knowing, or the supervisor can participate in a three-way call and assist both at
the same time.
BENEFITS
• Improve and maintain the quality of customer relationships.
• Sales/Retention Effectiveness – increase revenue with more productive and effective
sales people.
• Call Centers - reduce your average handle time, minimize errors, keep customer
satisfaction high, maximize benefits of every interaction.
• Service management tools ensure privacy and security for employees and customers.
• Remote access capabilities add the flexibility and freedom to monitor your team from any
phone.
• Monitor on-the-go and still feel connected even when you’re not in the office.
$49.99 a month per account
Call Monitoring
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Copyright © 2012 Vocalocity. All Rights Reserved.

Call Monitoring
FEATURES
Call Monitoring | Add-on Feature
Improve performance and increase your bottom line.
• Monitor - Listen in on any call between an internal extension (employee) and an external call (the
customer). The supervisor can listen in on a call between the employee and customer but cannot speak
or be heard by either party.
• Whisper - Listen to the conversation but speak and be heard by the internal extension (employee) not
the external call (the customer). When the supervisor enters the call there is an audible beep to the
employee to indicate the supervisor has entered the call.
• Barge - Join an established call between the employee and customer and have a three-way call. All
participants will hear an audible tone to notify that another party has joined the call.
• Remote Access - Where busy managers find it difficult to find time to even listen to calls that had
previously been recorded, Remote Access allows you to dial in whenever it is convenient, from any phone.
• Persistent Monitoring - While monitoring an employee’s call, stay on the phone and to listen in to
the next call. The audio portion of monitoring is activated when the next call is connected. While waiting
for the next call, an audible beep assures that you are still in the monitoring state.
• Flexible Configuration - Call Monitoring services are easily configured within the admin portal
where features are individually enabled. Define which internal extensions (supervisors) can monitor
selected employee extensions.
• Legal Notifications - Where required by law, the service offers “legal notification” announcing to
both parties that call monitoring services may be used.
• Security - Call monitoring services are PIN protected. This prevents an unapproved party from
attempting to monitor calls from an approved extension’s phone.
• Audit Log - Administrators can track monitoring events from the Admin Portal. The log tracks event
type, event date, user name and monitored user.
Chose the extension you
would like to configure.
Create a unique PIN
between 4-10 digits long.
Check the box next to the desired extension to monitor.
Search through the audit log for specific sessions.
Call Monitoring
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Copyright © 2012 Vocalocity. All Rights Reserved.