OnState is pleased to announce two new major features this month. Both initiated by customer demand. They are (1) transfer to an outside number and (2) silent monitoring. This month's release also includes an improvement to ring timeout behavior.

NEW FEATURES

• Transfer to PSTN - Transfer to PSTN allows OnState users to transfer their calls to an outside number. Calls to any number supported by OnState are allowed. Click here for information on rates to international landlines or click here for our mobile number rates.To transfer a call to a third party number, the user simply hits the Transfer button on his/her screen, selects the Outside Number tab in the dialog box that appears, enters the number, and hits Transfer. The call is immediately forwarded.
  
  
  Transferring a call to an outside number in OnState Anywhere
   
• Silent Monitoring - This feature allows a supervisor or administrator to listen in on an agent's call while it is in progress. Neither the agent nor the other party will be aware that their conversation is being heard. Currently, silent monitoring is only applicable to agents who are on network call recording, and it does not matter what they are using as their phone device (landline, mobile phone, Skype, Google Talk, etc.). Supervisors will only be allowed to monitor the agents to whom they have been assigned.To listen to a call, the supervisor or administrator must log into both the OnState Supevisor and OnState Anywhere applications. In the Supervisor, go to the View By User section under the Status tab. Click the Silent Monitor icon, located at the far right of the active call. This will force the supervisor/admin's phone device to ring and he/she must answer to listen to the existing call. When the call ends, the supervisor/admin will still be connected to the user and will be able to hear any subsequent calls that the agent handles.
  
  
  Button to initiate silent monitoring

PRODUCT ENHANCEMENT

• Improved Ring Timeout - In the past the ring timeout value, which is how long the system allows a call to ring, included time required by the carriers to set up and end the operation.  The changes in this release eliminate or minimize the effect of variations in set-up time and provide a more consistent ring time.