ACD Silent monitor

[Jakt99]

Have setup for first time and seems to work ok when monitoring skill group number, repetatively that is. And only once to an agent ID number on next attempt I get a message on screen that Monitoring already active (or something like that). I use the cancel all features code to release for next go to monitor.

Have tried from extension and logged in as an agent with same result


Details
CX II MCD 4.2
Monitoring from one handset only: type 5320
Skill group 590
agent ID's 8001 - 8009
Agent cos = 31
Supervisor cos = 32

 

[LoopyLou]

Maybe my first coffee hasn't kicked in yet but exactly what is the problem?

The single biggest problem with communications is the illusion that it has taken place.

 

[Jakt99]

lol

I think my coffee wore sooner than yours....Sorry...Been a long day and now an early start....

Just wana know why I can't seem to monitor another agent straight after listening to one. I simply hang up, then dial the silent mon feat code follwed by agent ID and screen states "already monitored" I have to use the cancel all feature code first.

Hope that makes sense.....

 

[IrwinMFletcher]

What happens if you wait 30 seconds between calls? 20 secs? 5 secs?

Sounds like there may be some latency between the call states.

 

[LoopyLou]

I thought that when you monitored an agent group that once the call to the agent you were monitoring terminated you could move to the next.

2) Monitoring ACD Groups
SUPERSET 420, SUPERSET 4025, SUPERSET 4125, SUPERSET 4015 telephones, 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone, 5215 IP Phone (Dual Mode), 5020 IP Phone, 5220 IP Phone, 5224 IP Phone, 5312 IP Phone, 5320 IP Phone, 5324 IP Phone, 5330 IP Phone, 5340 IP Phone, 5360 IP Phone, Navigator, and 5230 IP Phone, and Symbol Wireless Phones:

To use silent monitor on an agent skill group:

Lift the handset.

Dial the Silent Monitor feature access code followed by the group directory number.

To use silent monitor on the next agent busy on a call:

Press Next.


The single biggest problem with communications is the illusion that it has taken place.

 

[kwbMitel]

There are several things that can prevent you from monitoring a phone that have nothing to do with monitoring.

It's easiest if you visualize the phone as having 2 voice paths. Typically, a phone only uses 1 voice path at a time. This leaves the other voice path available for monitoring.

If a phone is already using both paths, then monitoring cannot take place.

- Transferring a call uses both
- Conferencing 3 parties uses both (If initiated by user)

Under normal circumstances, you should be able to monitor a phone for as long as you like, terminate the call, and immediately start monitoring another. If you do not terminate the call properly, it might cause your issue, I'm not sure.

Loupylou's suggestion of monitoring the group and simply using the next key would seem to be the simplest suggestion.

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What's most important is that you realise ... There is no spoon.