ACD Monitoring

[Phonedawg]

How do I make the supervisor of an ACD group able to listen to the calls coming in? I have a 2000IPS.

 

[Phonedawg]

Pretty much the same question as thread937-1029185 but with a different system. 2000IPS

 

[pave35]

Is this basic built in ACD or OAI ACD like Call Center Worx?

 

[Phonedawg]

We have Call Center Worx.

 

[pave35]

You need the F1044 key assigned to the supervisors set.
The supervisor must then be in ready, break, or work mode and press the Monitor key.
They will see MONITOR NUMBER? in the display.
The supervisor then enters either the agent ID + # or 0 + the extension number + #. The agent or PBX number can be entered.If the agent is on a call the supervisor will be able to silently listen in. If the agent is idle I believe the key will chime once the agent goes into a call.
To barge in the supervisor presses the Monitor key again and they will see BARGE? in the display. If they press 1# a 3 way conference will be set up.

 

[Phonedawg]

I added the key, but it doesn't do anything.

 

[Phonedawg]

I got it working. It is F0033 for the monitoring key. Thanks for the help!

 

[ctvi]

Hold your horses, Phonedawg. You got it to work but you are losing out the monitor with barge option. The way PAVE35 told you to do it, you would be using the OAI. They way you did it is bypassing the OAI and do not have the monitor with barge option.

The OAI key must also be programmed as follows:

CM D70>F1033>187 Break key
CM D70>F1034>252 Auto/Man key
CM D70>F1036>253 Work key
CM D70>F1037>188 Night key
CM D70>F1038>250 Trunk/Trouble key
CM D70>F1039>189 Tally key
CM D70>F1040>254 Assist key
CM D70>F1041>255 Emergency key
CM D70>F1042>190 Log On/Off key
CM D70>F1044>191 Monitor Key
CM D70>F1046>249 Call Waiting

 

[pave35]

Why people don't just assign all the OAI codes, in D70, on an original installation I'll never know.