Supervision

Supervision is allowed with Enterprise licence.

A supervisor can monitor business call numbers within a specific group of people. This monitoring capability enables the supervisor to be informed about the availability of supervised contacts within the group to receive business calls. Additionally, the supervisor has the ability to answer an incoming business call on behalf of a monitored contact while their phone is ringing. This feature enhances team collaboration and efficiency by ensuring that no important calls are missed.

Note: Web calls are not subject to supervision. While the supervisor can observe the presence status of a supervised contact related to a web call, they cannot intercept or answer web calls on behalf of the supervised contact. For instance, a supervised contact might be marked as busy after answering a web call. However, they can still receive a business call if they are logged into the supervision group. In such scenarios, the supervisor is able to answer incoming business calls on their behalf.  

Discover Supervision Groups

Supervision is organized around two types of group: standard groups and mutual aid groups.

• Standard Groups: In these groups, members (supervisees) cannot enter or exit the group at will. They are constantly supervised when connected, allowing the supervisor to see their telephonic status in real-time.
• Mutual Aid Groups: These groups offer more flexibility by allowing members to decide if they want to be supervised at any given time by entering or exiting the group. However, an administrator can restrict this ability, ensuring that the group is never empty or preventing a member from leaving the group if desired.

A supervision group is defined by the administrator of your company  and is composed by one or more supervisors and members.

The supervision group administrator defines:

• The type of the group :  Standard, Mutual Aid.
• At least one supervisor.
• All members who will be supervised by the supervisor(s).
• In case of mutual Aid group, the ability or inability of each member to leave and return to the group.
• In case of mutual Aid group, activate the option that ensures there is always one person in the group. In other words, if there's only one person left in the group, that person won't be able to leave the group until there's another person in the group.

Note: A supervisor is a full member of the group and can be supervised by another supervisor if added to the list of supervised contacts. They can also join or leave the group in the case of a Mutual Aid group.

Browse the Home Page

• On the Supervisor side, a new " Attendant Console" tab is displayed, allowing the management of supervised contacts. A "Supervision" section is shown above the "Recent Conversations" listing all the Mutual Aid groups and, depending on the group's configuration, allowing to join or leave a group. A "Supervised Calls" section appears above "Recent Conversations" when a supervised contact is receiving a call (ringing) and until they answer. This allows the supervisor to easily answer on behalf of the supervised contact if necessary.
• On the Agent side, only the "Supervision" section is shown above the "Recent Conversations" listing all the Mutual Aid groups and, depending on the group's configuration, allowing to join or leave a group. There is no change for Standard group members.

As a supervisor, I can display all information about people who are part of the groups I supervise, by selecting :

From the "Attendant console" tab

1. Select the "Attendant console" tab.
   All supervised groups are displayed on the page. 
2. Select a group to list all members.
3. Use the filter  to display all members of the group or only member receiving a calls.
4. Use the search interface to find a contact in all supervised groups.

From the recent conversations

Supervised groups are also displayed when you select a contact in the recent conversations list.

1. Select a contact in the recent conversations list.
2. Select the group to displayed.
3. At any time, you can display the conversation with your contact by selecting the "Conversation". tab.

From the supervised calls list

When receiving a call, a supervised contact is displayed in the "Supervised calls" list as long as it is not answered (ringing). The number of supervised contacts receiving a call is also displayed. This makes it very easy to pick up the call if necessary.

Consult the Status of the Supervisee

The supervisor can see the real-time Rainbow presence status as everyone in their network, which means statuses like " Online", " Busy", " Away for a few seconds/minutes",  " Do not disturb" or " Offline". This information is also represented by the color of the top banner of each supervised contact displayed on the supervision tab .

This presence must be associated with the availability status of the supervisee within the group.

The availability status of the supervisee can therefore be:

•  Logged out. The supervisee is no longer part of the group.
•  Logged in. The supervisee has joined the group and is available to receive business calls for the group. This situation is only possible if they are part of a Mutual Aid Group. A warning  is displayed next to it when the supervisee is logged into the group but disconnected. 
• Ringing. The supervisee receives an incoming business call. The caller is displayed under the monitored contact's name. You can pick up the call by selecting the following icon: .
  During ringing, the presence status of the supervisee is " Busy" and will remain so if they answer the call.
• This icon indicates that the supervisee's phone is forwarded to the number displayed just below. As a supervisor, you have the ability to cancel this forwarding.

Join or Leave a Supervised Group

• Computer
• Android
• iPhone

Take Supervised Contact's Business Call

• Computer
• Android
• iPhone

Cancel a Supervised Contact's Forward

If the supervisee's phone is forwarded to another number, you, as a supervisor, will be informed by the display of the " Forwarded" icon. The number to which the line is forwarded is also displayed.

At any time, if necessary, you can cancel the forward:

1. Open a supervision area (" Attendant console" tab or the group tab when selecting a recent conversation).
2. Select the "Change forward" icon.
3. Select the "Cancel call forwarding" menu.

Force a Supervised Contact to Enter or Exit the Group

Role required: This feature is allowed with administrator rights over the supervision group.

Your company administrator can grant you, as a supervisor, administrative rights over the group. With these rights, in addition to being able to cancel a forward on a supervised extension, you will also have the ability to force a supervised contact to enter (logon) or exit (logout) the group.

1. Open a supervision area (" Attendant console" tab or the group tab when selecting a recent conversation).
2. Select the "Change forward, group logon status / Change group logon status" icon (depend on forwarded status).
3. Select the "Logout" menu, to force the supervised contact to exit from the group.