Call Waiting
The function is available in some telephone networks and it allows receiving the other call at the moment of the actual conversation by the method of setting the active call in the waiting mode or cancellation. This will let not to miss an important call and to agree upon time when it will be possible to call back.
Feature is useful for managers or senior agents of call centers. It allows monitoring phone calls between agents and clients. Silent monitoring is usually used for educating purposes, but on continuous basis in order to ensure the quality of service provided to clients and to improve productivity. At the same time, before the connection with the agent, the caller has to be informed that the conversation will be monitored with the purpose of improving service. The agents however are not aware of the fact that they are being monitored.
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