Audio Monitoring

This page is part of the NOVA Manager Portal section.

With our system, you have ability to coach another co-worker while they are on the phone. This article will walk you through two different ways to accomplish this

Nova Portal

Log into nova.vestednetworks.com

Home

Current Active Calls

When you see an active call on the current active calls list, you can click the button to the right of the call which will open a monitoring bridge and allow you to hear both sides of that call but they won’t be able to hear you.

Feature Codes

From any Vested Networks device (i.e. desk phones, web phones, mobile apps, etc…) you can dial 007 + extension and it will allow you to listen in to any calls that the desired extension is on at the time. (Ex. 007102)

Once you have started the monitoring, you can use the following star codes to perform actions:

*78	Whisper to Agent while listening in
*79	Talk to both parties while listening in
*77	Go back to just listening on the call

If you have any questions about this process, or if you need assistance, please reach out to our Support Team by dialing HELP(4357) on your desk phone, calling (972) 924-6488, or submitting a ticket