VoIP Integration

The Call Center Console App in Boomea allows you to monitor, in real time, the operations of your call center. This feature must be enabled by your verified VoIP integrator or you will not see the call center console icon on the left-hand side of Boomea.

1. Using the drop down, select the queues you wish to view. Don’t worry, you can view more than one queue at a time!
2. Once the queue(s) load, you’ll see the name of the queue and the real time queue statistics in the header. The statistics will auto-update as calls enter and leave the queue.
3. You’ll see each logged-in agent and their respective status
   • Green edges indicate the agent is idle/available to receive calls
   • Yellow edges indicate the agent is receiving a queue call and is currently ringing. You will also see the caller’s name and number displayed
   • Red edges indicate the agent is unavailable to receive calls. This could be because they are currently on a call, have set their status to ‘away’, or are in wrap-up time.
     • When an agent is on a queue-call, you can see the caller’s name and number, and the duration of the call. Their status will be ‘On-A-Call’.
     • When an agent is away, their status will be ‘Away’.
     • When an agent is in wrap-up time, their status will be ‘Wrap-Up’.
4. Clicking on an agent will flip the agent over and display their personal queue statistics. Clicking the statistics will flip the agent back over to reveal their status.
5. Clicking the INACTIVE AGENTS will flip over the area where the active agents are listed to show you agents who are not currently logged into the queue. Clicking ACTIVE AGENTS will then flip the area back over and display the agents who are logged into the queue.

Call Monitoring (listen/whisper/barge)

1. There is functionality available for Call Center Managers (any agent can be tagged as a “Manager” in the VoIP integrator) to monitor on-going queue calls. Those monitoring options are: listen, whisper, and barge.
   1. “Listen” allows the manager to hear a call without the caller or agent being able to hear the manager.
   2. “Whisper” allows the manager to hear a call and be heard by only the agent. The caller, though, cannot hear the manager.
   3. “Barge” allows the manager to hear a call and be heard by both the agent and the caller.
2. To enable the call monitoring function, an agent of a queue must be tagged as a “Manager” in the VoIP integrator portal.

How To Use Call Monitoring

1. When call monitoring is enabled, a Call Center Manager will see an operator icon on the tile of any agent in the queue who is on an active call.
2. Clicking the operator icon will display a menu with the three monitoring options.
3. Select one of the options to start the call monitoring. We recommend starting all call monitoring sessions with “Whisper” but any of the three options can be used to begin a session.
4. Once an option is selected, the default device associated with that Call Center Manager will begin to ring for the manager.
   1. Answer the device to be connected to the on-going call.
      1. Note: For the caller and the agent, there will be no notification that the monitoring session has begun.
   2. Once the device is answered, then the operator icon will disappear from all other tiles in the call queue except for the tile of the agent the manager is monitoring.
   3. A badge that displays the status of the selected monitoring option will appear above the tile of that user. Only the manager can see that badge (other managers can’t see the badge either).
   4. The call status on the manager’s tile will change to “on a call”
5. A manager can change monitoring options once the monitoring session has begun by clicking the operator icon on that agent’s tile and selecting another option. The change will happen seamlessly and immediately.  The status on the badge will update, too.
6. To end a monitoring session, the manager should hang up their device.