4610 - two headsets? 3

[BIS]

Hallo All,

Got a question here. We are currently using a mixture of callmaster IIIs and IVs.

We are moving our entire system to the latest/greatest razmataz, and plan on using 4610s. On our old callmasters, we could connect two headsets, which is very useful for coaching purposes. Does anyone know if I can connect two headsets to a 4610? Or is there some kind of splitter cable? Or is it possible to have a 4610 with an agent logged in, and simultaniously a softphone?
Just looking for ideas on how to have an agent listen in on another at the same work station (without having to splash out almost double the price for a 4620/4622)

 

[colby007]

A Plantronics 'Y' cable sounds like what you need. This is a Y shaped cable that allows you to plug two headsets on one connection lead that is used for training purposes.

 

[BIS]

cool - didn't know of this. Thanks.

 

[nohuhu]

BIS,

cm3 supports 4622 phones, also called 'ip callmasters'. they have no handset and two headset jacks, just like digital callmasters.
also i'd not recommend using 4610 as a call center turret. its screen is too small and there are not enough buttons for agents. though if you plan to use some kind of external phone control (i.e. through cti), you can set it up so that agents would not need to touch a phone. without it, agent would need to switch phone screens too often and lose a lot of time.

 

[BIS]

dwalin,

Thanks for that. As far as I can see the 4610 has 12 programmable buttons which is fine for our needs. We do not need qlights etc, basically just log-in, log-out, auto-in, acw and 2 or 3 aux reson codes. I can't think of what else they might need.
Being able to listen in is a must though, but seeing the price of a 4622 is almost double that of a 4610, and a 'Y' cable about $40 I would be hard pressed to sell a 4622 to management...

 

[nohuhu]

BIS,

yes 4610 has 12 programmable buttons but keep in mind that it has only 6 physical buttons. so it has two screens with 6 buttons each, swappable by pressing "<-" and "->" buttons. also consider that at least first two buttons are reserved for line appearances, preferably three to have ability for calling up assistance and so forth, leaving only three instant access physical buttons for any other functions. auto-in and acw must be there, as well as at least one aux. as you can see, if you want your agents to have more than one aux reason code available on the button, it will be on the second screen. i myself strongly disapprove the idea of having an agent switch these screens back and forth, it just lead to confusion and less effective work. if you have 462x, though, you can program up to 12 buttons available immediately, leaving second screen for less-used ones such as login/logout and so forth.
truth to say, i had a hope that avaya would not repeat its mistakes and new ip callmaster would have at least 16 physical buttons. i wasn't glad to see my hopes were failed.

 

[BIS]

Hmmmm - thanks dwalin, I didn't think of the line appearences.
This was most helpful.

 

[huffer]

Techically there is no reason why the line appearances MUST reside on the first two or three buttons on the 1st page. Putting them on the 2nd screen works fine as well.

By doing this you have 6 (call center) buttons on the first screen and that could be sufficient enough.

 

[BIS]

Thanks