BCM 450 Rel.5 Monitoring agents

[phonetekky]

Hello everyone,

I have what will be an easy question.

I am setting up contact centre with 64 agents. The incoming calls will be answered by a live attendant. There will be 4 different live attendants answering 4 different groups of lines all coming in on PRI's.

They will then transfer directly to one of the 64 agents.

The reason for the 64 agents is so that they can silent monitor each phone call.

The question is will they still be able to silent monitor when a call is transfered to the individual agents set rather than to a skillset?

Hope someone can help me out.

Thanks.

 

[cook1082]

If they are part of a hunt group you can slient monitor. Not sure of how many at a time. If just transfer to an extension there is no silent monitor.

 

[phonetekky]

I'm not trying to silent monitor using a hunt group I want to use silent monitor using Contact Centre.

 

[snowman50]

I did a similar type off set up for a customer.

The difference is they only wanted to monitor the outgoing call the agent was making for audit purposes.

I created a skillset and added the agents..no lines assigned.

set up an agent as supervisor .
The others logged in permanently.

Then when the supervisor wanted to monitor the call they logged in and used the facility to join the call.

I take it the calls dont go to the contact centre but to a receptionist phone.

I cant see why it wont work for incoming transfered calls because it works for me on outgoing calls.

 

[phonetekky]

Thanks

I am programming tomorrow and will let you know how it works out

 

[phonetekky]

Did all the programming and keycode entries.

Setup the agents to be auto logon, even put line appearances for analog lines.

Agent supervisor is able to monitor incoming calls with line appearance, outgoing calls, transfered calls as well as intercom to intercom calls.

All works well.

Thanks