Monitoring (audio)

There are three ways to log-in and listen to (monitor) the conversation on a selected station number:

Local monitoring - login from a Local Workstation

1. In the Pronto Dashboard, select a telephony server on which a Monitoring module is installed.

2. Select the Agent States list - do one of the following:

• Click on the Agents states button in the toolbar

• Select View>Agent states in the main menu

3. When the Agent states window appears, click on the Monitoring button in the toolbar

4. The Pronto Agent application will pop-up on the screen.

5. Enter your user id. and password if required

6. In the pop-up list that appears, select the Monitoring module

7. In the Agent states window, select an agent to monitor - then do one of the following:

• Double-click on the agent.

• Click on the Agent Monitor button in the toolbar.

9. The conversation can be heard on the telephone.

10. When you have finished monitoring this agent, click on the Monitoring button in the toolbar.

Remote monitoring - login from a Remote Workstation

1. In the Pronto Dashboard, select a Pronto Server on which a Monitoring module is installed.

2. Select the Agent States list - do one of the following:

• Click on the Agents states button in the toolbar

• Select View>Agent states in the main menu

3. When the Agent states window appears, click on the Monitoring button in the toolbar

4. The Pronto Agent application will pop-up on the screen.

5. Enter your user id. and password if required

6. Pronto Agent will provide you the telephone number to dial to access the Remote module. Dial this number.

7. In the pop-up list that appears, select the Monitoring module

8. In the Agent states window, select an agent to monitor - then do one of the following:

• Double-click on the agent.

• Click on the Agent Monitor button in the toolbar.

9. The conversation can be heard on the telephone.

10. When you have finished monitoring this agent, click on the Monitoring button in the toolbar.

Remote monitoring - login by telephone

1. On a telephone handset dial the telephone number assigned to a line group selected for remote monitoring in a Monitoring module.

2. Enter the required validation number using the keys on the telephone number pad.

3. Enter the required station number followed by the # key. The conversation can then be heard on the telephone if the selected agent is currently on-line, and provided the project into which the agent is logged is one to which you have rights.

Note: This method does not provide any information as to which agents are connected to which lines.