Any Ideas, Listen and conference

[MrIPO]

Hi all

This one came in today, the problem is when you listen to a call, it is not treated in the switch like a completed call feature and thus cannot be conference, any help would be great. Seems basic

The customer run’s an outbound telesales operation. As part of it’s service to it’s customers Supervisors conference in a customer with an Agent to allow the customer to listen to how and Agent is handling the call. This requires the conference feature and the silent monitoring feature to work together, which currently is not permitted.


The process for this would be as follows;

An Agent is on a call
The Supervisor would call the customer the agent is making calls for
The Supervisor would conference the customer into the Agent’s call (no tones are to be played on the Agents phone)
The Supervisor and Customer would be able to communicate while listening to the Agent (the agent and person being called by the agent would not be able to hear the Supervisor or Customer)
The Supervisor and Customer would be able to stay connected to the Agents phone even after the Agent completes the call to allow them to listen to the next call that Agent makes without having to re-connect.
The Supervisor would be able to drop the Agent out of the conference at any time still maintaining the customer on the phone and re-connect them with another Agent.


This feature is currently available to the customer with their existing NEC system and they can also do it on a Panasonic at another location.

 

[Morrack]

MrIPO, I'm sure this is obvious, and certainly not the solution you want, but you COULD hook up a full duplex speakerphone (2420, soundstation) right beside the supervisors phone for this purpose. Use the full duplex speakerphone to call the customer, use the regular handset to observe the agents calls on speakerphone with the mute on.... hokey but functional.

Peter

 

[Ragnorak]

How about something like creating a agent listening module in Voice Mail Pro. Then you dial out on the conference with the customer into your own system.

It's pretty inefficient to use 3 trunks to do this but I think it would work.