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 supervisor interaction monitoring permission. For information, see the following pages:
- Configuring supervisor monitoringTeam Monitoring access
- User Admin (in ContactPad users section)
- Configuring individual users (in Agent access granted and Allow to act as agent in License Status sections in How do I create a new user? or How do I edit an existing user's details?)
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- For individual users, go to Group Permissions in Permissions Settings in the individual supervisor's user record and add the groups containing agents whose interactions they can supervise. For information, see the Group Permissions in Permissions Settings section in How do I create a new user? or How do I edit an existing user's details? in Configuring individual users.
- For multiple users, add those users to bulk actions and go to the Groups permissions section. For information, see Permissions settings—Group permissions in Configuring multiple users (using bulk actions).
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 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 Supervisor listen-in in Using Monitoring interactions in Vonage Premier for Service Cloud Voice.