To use supervisor listen-in and join in Vonage Premier for Service Cloud Voice, you must perform the following configuration.
In VCC admin portal
Only supervisors can listen in to and join agent calls. They must have a supervisor license, have access to use ContactPad, and the interaction monitoring permission. For information, see the following pages:
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Optionally, to give the supervisor access to change their agent settings in the Omni-Channel widget, set the Edit user feature permission to Yes. For information about setting feature permissions, see Configuring admin and supervisor feature permissions.
In Salesforce
For users to monitor interactions in Service Cloud Voice, you must turn on Conversation Monitoring. In Setup, search for and open Supervisor Settings. Select Conversation Monitoring and click Save.
You must also assign the Contact Center Supervisor (Partner Telephony) permission set assign the following permission sets to the Salesforce users who need to monitor interactions. :
- Contact Center Agent or Contact Center Agent (Partner Telephony)
- Contact Center Supervisor
- Contact Center Admin
These users must also be linked to the VCC supervisor users who have interaction monitoring permission in VCC.
For more information about configuring interaction monitoring for supervisors in Salesforce, see Listen In to a Voice Call (Salesforce help).
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When configured, supervisors can listen in to and join calls. For information about listening in to and joining calls, see Monitoring interactions in Vonage Premier for Service Cloud Voice.