map78620

I have a client that wants to "listen in" to employees calls to see how they are handling their customers. They presently have a MICs with a PRI and a CP150. Is there a way it can be done with the Call Center feature in the cp150 or can it be done with an ACD and how? Anyone come across this scenario?

nazule

The ACD way of doing it is through the symphonie or prelude or whatever brand you are using. You have to define a supervisor phone, once you have that set with teh supervisor set up you add a monitor key to the supervisor set. The user then has to hit that button and key in the agent ID they want to monitor.

I haven't done this in ages so I don't have the exact steps but basically set up a supervisor set and that set can have the monitor call feature.

If you are in a non ACD environment the only way to listen in on calls would be to remove privacy on the lines and press to listen in.

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oozenoz

Two pennies - it gets ugly if the monitoring party is not on site.

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- calvin