acd silent monitor

[Mitelpassion]

Hi,
is it supposed to be that the agent's phone being monitored, shows that it's being monitored?

I recall doing acd silent monitor before and it DIDN't show?
helpfile says that the phone "may" show?

are there some dependancies? thanks in advance

 

[Mitel100]

In the Class of Service for the agent you can select if they can have notification or not, as follows:

ACD Silent Monitoring - Accept
ACD Silent Monitoring - Allowed
ACD Silent Monitoring - Notification

 

[kwbMitel]

Except for the COS option to enable notification, the agent should have no indication.

There are some features that the agents may not have access to while being monitored such as conferencing or consultation hold. This is due to the fact that the 2nd voice channel to the phone is in use by the monitoring station.

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Occam's Razor - All things being equal, the simplest solution is the right one.

 

[Mitel100]

Notification is dependent on the customer surely. If they want the agent to know they are being monitored, then enable it, if not then don't

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[Mitelpassion]

thanks for the awesome feedback.

This was raised by one of my collegues. Certainly in my experience I've never seen an indication but I've also never allowed notification in COS.

I asked him the question if he had it enabled in COS and he said no, hence my post.

I've read the helpfile again and it clearly states it MAY display if the agent is being monitored. Asked my collegue to double check the COS and make sure notification has been turned off and that in fact he's checking the correct COS.

KWB thanks for that info re the feature not being available while silent monitor is active.

Customer wants SILENT intrustion