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Agents can pause and resume the recording of calls in ContactPad. If enabled for your account, NewVoiceMedia will record an agent's side of the call only (agent-only or single-sided recording). For more details about the Call Recording feature, see Call recording.
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See also VBC CX Cloud Express and CX Cloud Elevate1533542497. |
Call Recording Player
The Call Recording Player enables you to play back a call recording in the NewVoiceMedia platform. Using the Call Recording Player, you can perform the following tasks:
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For more information about third-party call recording, see Call recording.
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See also VBC CX Cloud Express and CX Cloud Elevate1533542497. |
Supervisor Monitoring
Using VBC CX Cloud Express or CX Cloud Elevate, supervisors can silently monitor a conversation between an agent and the caller or dialed party. Supervisors can also establish a three-way conference call between themselves, the agent and the other party.
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Whisper Coaching is not available using VBC CX Cloud Express. For CX Cloud Elevate, see also VBC CX Cloud Express and CX Cloud Elevate 1533542497. |
Visual Voicemail (CX Cloud Elevate only)
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