During the recording, an alert tone (beep) is played and repeated at regular intervals. If the communication system is configured for France, for example, the parties receive an announcement at the start of the recording to indicate that the call is being recorded. On completion of the recording, it is added to the caller list of the recording agent.

You can listen in on a call unnoticed (Call Supervision).

In order to silently monitor a call, you must have the Call Supervision or Silent Monitoring class of service in the communication system.

You can also override a call to provide instructions to the agent without being noticed by the caller. During an intrusion, a call may be interrupted by up to two seconds.

In order to override a call, you must have the Discreet Call class of service in the communication system.

You can move a waiting call to the first position in the queue to allow it to reach the next available agent faster.

The Assistance screen pop shows you a list of all agents who are currently requesting assistance. The list includes the Reason, Time Remaining for an answer, First Name, Last Name and Company of the caller as well as the type of assistance desired: Text Assistance Requested (Instant Messaging), Override Requested or Call Supervision Requested. Instant Messaging is available for every type of assistance. You can reply to a request for assistance or reject it. If you do not process a request within the response time, it is canceled. Only one agent with the Supervisor or Administrator authorization level can accept a request for assistance.

fax can be saved in the PDF or TIFF file format and sent by email.

email can be saved in the EML file format and sent as EML files by email.