Digium Call Training

and Quality Assurance Monitoring

May 01, 2020

Call Monitoring

Call Monitoring allows a Trainer, Quality Assurance Agent and/or Supervisor to listen in on live calls as they are currently happening. Call Monitoring works for users that Users that are in the same office or when they are working remotely, such as a Work-From-Home environment. When performing a Call Monitoring, no one on the call will know that the call is being monitored, unless they are personally notified of this.

Call Whisper

Call Whisper allows a Trainer, Quality Assurance Agent and/or Supervisor to listen in on live calls as they are happening and talk to their employee without the caller hearing. Call Whisper is great for users that are working remotely, such as a Work-From-Home environment.

Call Barge

Call Barge will allow a Trainer, Quality Assurance Agent and/or a Supervisor to join in on any live call at their discretion. This will allow them to be on the call as if they were “conferenced” or “bridged” onto the call. This can be a useful tool when an employee is working remotely, such as a Work-From-Home environment.

Call Recording
On-Demand

Users may record their own calls at anytime. When a User records their own calls, it will save within their portal that they are able to access at anytime. Trainers, Quality Assurance Agents and/or Supervisors will be able to access calls that the User has recorded themselves.

Trainers, Quality Assurance Agents and/or Supervisors may record any live call on-demand, at their discretion. When this tool is used, the call recording is their portal resulting in the User not being to access the recording. Also; the User or the Caller(s) that the User is speaking with, they will not know the call is being recorded unless they are told personally.

Please Note: Recording of All Calls is not available with Digium Switchvox Cloud Service. Only Call Recording On-Demand and Call Recording Scheduling is available.

Call Recording
Schedule

Trainers, Quality Assurance Agents and/or Supervisors may schedule recordings of calls of individual Users and/or Groups/Departments over a certain period of time. This tool will allow the calls to be recorded and then reviewed/evaluated at a later time. The Scheduling of Call Recording works great for Users or Groups/Departments that are primarily Remote Users and/or a Work-From-Home User!

Scheduled Call Recordings are saved and can be retieved on demand or sent to an FTP Server for archiving.

 

Please Note: Recording of All Calls is not available with Digium Switchvox Cloud Service. Only Call Recording On-Demand and Call Recording Scheduling is available.