What is Supervisory Monitoring

Supervisory Monitoring allows a call on the system, with or without the knowledge of the parties engaged on the call, to be monitored as a part of the quality control operations.

Supervisory Monitoring takes place through domains. Each domain is a collection of users who are grouped because they are logically related in some way. If you enable Supervisory Monitoring in a domain, each user in that domain may be monitored. Typically, calls that are routed through ACDs, Hunt Groups, or TAPI Route Points are monitored. However, any call can be monitored.

From the Supervisory Monitoring window, you can:

  • Verify if Supervisory Monitoring is enabled on this system.

A system message indicates if Supervisory Monitoring is disabled. To enable Supervisory Monitoring system-wide, click System-Wide Settings > Enable Features System-Wide and then enable the Supervisory Monitoring check box.

  • View the list of domains on the system and the settings for each domain. Click the heading of the column to sort the data in ascending or descending order.
  • Click Add to add a domain.
  • Select a domain, or domains, that you want to delete and click Remove Selected. To select all domains, enable the Select check box.
  • Click the domain name to modify an existing domain.

NOTE: The Privacy List, which is a default domain, allows you to define users who cannot be monitored. You cannot delete the Privacy List domain.

  • Click Print to display the Supervisory Monitoring Report, which you can print.