MONITOR

Enables a supervisor to listen to a call that is already in progress.

Supported Script Types

Phone

Input Properties

These properties define data that the action uses when executing.

Property	Description
Add Caption	Enter a short phrase that uniquely identifies this action in the script. The caption appears on the script canvas under the action icon.
Contact Id	The variable that holds the contact ID A unique numerical identifier assigned to each contact..

Result Branch Conditions

Result branch conditions allow you to create branches in your script to handle different outcomes when an action executes.

Condition	Description
Error	Path taken when the action fails to execute properly. For example, when there is an unexpected problem such as poor connectivity, syntax errors, and so on. The _ERR variable, with a single underscore character, should be populated with a condensed explanation of the problem.

Tips & Tricks

• CXone Mpower will establish a three-party conference call and the monitoring call will be muted. In most cases, you can also monitor calls in real-time from CXone Mpower. For example, a supervisor may want to be able to call in to a number to monitor calls when they are away from a computer. A script can be created that a supervisor could call into that would have a Monitor action.
• A call cannot be monitored when it is in an IVR Interactive Voice Response. Automated phone menu contacts use via voice or key inputs to obtain information, route an inbound voice call, or both. or in a Prequeue state. A call must be connected between 2 parties, for example the caller and the agent.