ACD - Agent monitoring/listening

[tomkuk]

Hi, I have 50 phones setup in an ACD environment, link to Genesys. The supervisors want to be able to llisten in on the agents calls for training.
I have done this before, but can't for the life of me remember how to set it up on the supervisors phone!?
The phones are I2004.

Please help!
Thanks.

 

[Johnthephoneguy]

CLS spv on the Supervisors phone then Key x obv

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[Muddyheel]

This only gives you access to your agents only.

 

[tomkuk]

Ah yes! That's it thanks.
If I remember rightly they then monitor by keying in the pod id?
I seem to remember a little quirk years ago that you could only monitor agents witin the same acd group?

 

[bigindian65]

Yes you put in the pos ID and you can monitor any agent, not just your group.