Freevoice Predictive Dialers allow administrators to both listen and barge in on agent calls.

Requires: X-ite softphone or zoiper softphone installed and configured on the computer that wil be used. Speakers for listening or a headset for barging.

Listening in on agent calls (Silent-Monitoring)   

1. Login to the Vicidial Admin page.
2. Click the reports tab at the top right of the page.
   
   
3. Click the SIP Listen link if you have the X-lite softphone, click the IAX Listen link if you have the Zoiper softphone installed.
   
   
   
4. Select the campaign number that your agents are using from the drop down box and click the Submit button.
   
   
   
5. This displays a realtime summary page for the campaign with Listen links for each agent.
   
   
   
6. To listen to an agent click their Listen link.
   ♦ This will activate a call on your X-lite or Zoiper softphone, which will immediately connect you to the agents call.
   ♦ Once connected you will be able to listen to the agent using your headset or speakers.
   ♦ You may also listen in on agents who are paused.
7. To end the your call simply press the hangup key on you softphone, the agents call will not be affected.

Barging in on agent calls

1. Login to the Vicidial Admin page.
2. Click the reports tab at the top right of the page.
   
   
3. Click the SIP Barge link if you have the X-lite softphone, click the IAX Barge link if you have the Zoiper softphone installed.
   
   
   
4. Select the campaign number that your agents are using from the drop down box and click the Submit button.
   
   
   
5. This displays a realtime summary page for the campaign with Barge links for each agent.
   
   
   
6. To barge into an agents call click their Barge link.
   ♦ This will activate a call on your X-lite or Zoiper softphone, which will immediately connect you to the agents call.
   ♦ Once connected you will be able to both speakwith both the agent and anyone in the agents session.
   ♦ It is recommended to start with your headset muted, then un-mute when you are ready to speak.
   ♦ You may also barge in on agents who are paused.
7. To end the your call simply press the hangup key on you softphone, the agents call will not be affected.